Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ethan Manley

Boerne,TX

Summary

Dynamic and results-oriented Technical Support Executive with a proven track record of 17 years in transforming global customer support operations. A strategic leader adept at aligning support functions with organizational goals, exceeding performance metrics, and driving business excellence. Recognized for strategic planning, process optimization, and leadership of high-performance teams.

Overview

7
7
years of professional experience

Work History

Vice President of Global Customer Support Level 2 (Promoted)

Vizrt
San Antonio, Texas
11.2022 - 12.2023
  • Crafted and executed a transformative vision for the Global Customer Support organization, exceeding delivery targets for four consecutive quarters
  • Improved forecast/demand planning accuracy by 5%, contributing to enhanced operational efficiency
  • Spearheaded process optimization, reducing response times by 40% and improving six overall support teams' efficiency by 25%.

Vice President of Global Customer Support and Professional Services

Vizrt
San Antonio, Texas
06.2022 - 11.2022
  • Directed pivotal departmental operations, achieving a 71% decrease in average first response time
  • Established new team KPIs and trending dashboard, maintaining an NPS average of 92% for three consecutive quarters
  • Orchestrated the transformation of support operations, resulting in a 20% increase in customer satisfaction.

Director of Global Technical Support and Specialization

Active Campaign
Chicago, IL
09.2021 - 05.2022
  • Led five cross-functional global escalation support teams, achieving an all-time high CSAT scores
  • Reduced ticket backlog, improved SLA averages, and optimized workflows, resulting in a 15% reduction in resolution times.

Director of Global Customer Support (Promoted)

Vibe HCM (Business is Defunct)
Austin, TX
08.2020 - 09.2021
  • Directed post-sale support activities for four teams, reducing ticket backlog by 50%
  • Established all-time high CSAT scores for two consecutive quarters
  • Managed critical escalations, achieving a 95% resolution rate on complex issues.

Manager of Global Customer Support

Vibe HCM (Business is Defunct)
Austin, TX
09.2019 - 07.2020
  • Led a high-performing team, reducing ticket backlog by 27% and resolution time by 33%
  • Pioneered the establishment of key performance indicators (KPIs), driving a 25% improvement in support team performance.

Global Director of Support (Contract)

Convoso
Woodland Hills
06.2019 - 09.2019
  • Initiated a comprehensive reorganization, resulting in a 15% increase in overall customer satisfaction
  • Established a robust knowledge base, contributing to a 20% reduction in customer query response times
  • Fostered cross-functional collaboration, resulting in a 30% reduction in issue resolution time.

Technical Support Director (Promoted)

ZED Connect (Business is Defunct)
Calabasas, CA
03.2018 - 01.2019
  • Developed KPIs, managed escalated customer issue resolution, and instituted a dynamic training program.

Technical Support Manager

ZED Connect (Business is Defunct)
Calabasas, CA
11.2016 - 03.2018
  • Established Tech Support Department from inception
  • Demonstrated strategic foresight by implementing cutting-edge technologies.

Education

Bachelor of Science (B.S.) in Management -

University of Phoenix

Skills

  • Process Optimization & Efficiency
  • Risk Assessments, Quality Assurance & Compliance
  • Resource Allocation & Change Management
  • Global Team Leadership & Collaboration
  • Customer Experience Enhancement
  • Technology Integration & Innovation
  • Client Relationship Building
  • Data Analysis
  • Customer Service
  • Risk Management
  • Process Improvement
  • Metrics Tracking
  • Performance Monitoring and Evaluation
  • Strategic Planning
  • Critical Thinking
  • Coaching and Mentoring
  • CRM Software (SalesForce, Zendesk, Netsuite, Jira)
  • Results-Driven
  • Training and Mentoring
  • OKRs and KPIs
  • Decision-Making
  • Documentation and Reporting
  • Complex Problem-Solving

Timeline

Vice President of Global Customer Support Level 2 (Promoted)

Vizrt
11.2022 - 12.2023

Vice President of Global Customer Support and Professional Services

Vizrt
06.2022 - 11.2022

Director of Global Technical Support and Specialization

Active Campaign
09.2021 - 05.2022

Director of Global Customer Support (Promoted)

Vibe HCM (Business is Defunct)
08.2020 - 09.2021

Manager of Global Customer Support

Vibe HCM (Business is Defunct)
09.2019 - 07.2020

Global Director of Support (Contract)

Convoso
06.2019 - 09.2019

Technical Support Director (Promoted)

ZED Connect (Business is Defunct)
03.2018 - 01.2019

Technical Support Manager

ZED Connect (Business is Defunct)
11.2016 - 03.2018

Bachelor of Science (B.S.) in Management -

University of Phoenix

Similar Profiles

CREATE PROFILE
Ethan Manley