Summary
Overview
Work History
Education
Skills
Timeline
Gerald Crawford

Gerald Crawford

Interlachen,FL

Summary

Support Executive | Customer Advocate | Project Leader

Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.

Overview

16
16
years of professional experience

Work History

Director of Customer Experience

ACI Learning
05.2023 - Current
  • Managed Team Of Team Leaders And Direct Reports.
  • Responsible For Global Remote Team Of 17 Direct And Indirect Team Members.
  • Responsible For Coordinating Contracted Service Desk Operating 24x7x365.
  • Through Corporate Acquisitions Integrated Two Additional Support Organizations Into The One Team.
  • Advanced Use Of AI Through Intercom In Order To Gain Further Operational Efficiency Increasing Self-Service Rate An Additional 10%.

Senior Manager of Platform Support

ACI Learning
03.2022 - 05.2023
  • Assumed Administrative and Fiscal Responsibilities For The Intercom Platform Involving 100 Users and $122,000 Annual Responsibility.
  • Worked With Cross Department Teams To Utilize Intercom To Increase Customer Engagement And Satisfaction.
  • Created Career Path And Training For Team Members Achieving Approximately 60% Employee Retention.
  • Merged Two Global Teams Into One Organized Team.

LMS Support Manager

ACI Learning
03.2021 - 03.2022
  • Responsible For Administration Of Docebo LMS Platform.
  • Became Subject Matter Expert On LMS Platform.
  • Responsible For Working With Vendor On Updates And Escalations.
  • Responsible For Working With Vendor On Salesforce Integration.
  • Developed Reporting To Reflect Status Of LMS Support.

Services and Support Manager

Digital Broadcast Inc.
10.2018 - 10.2020
  • Managed Three Business Units Including Support, Professional Services, And Production Teams.
  • Project Leadership for Client Installations And Upgrades Managing Up To 9 Active Installations Working With Different Teams To Achieve Client Goals In Timely Fashion.
  • Developed KPIs To Gauge Success Utilizing Ticketing And Email Systems.
  • Implemented Processes To Improve Customer Engagement Increasing Customer Satisfaction.
  • Managed Hybrid Team Of Local Agents As Well As Remote Team.
  • Developed Monitoring Solution For Remote Servers.
  • Monitored Employee and customer interactions to assess quality of service.
  • Coached Employees Through Day-to-Day Work And Complex Problems.
  • Prepared employee schedules for maximum coverage during key hours.

Software Support Manager

Boundless Geo
02.2018 - 08.2018
  • Developed Support Procedures For Tracking Customer Data.
  • Created Reporting Metrics Used To Measure Performance.
  • Mentored Junior Team Members In Customer Service Best Practices.
  • Created Cross Departmental Customer Handling Procedures Reducing Redundant Troubleshooting And Data Collection.
  • Zendesk Administration Developed Proper Workflows And Reporting.
  • Learned and adapted quickly to new technology and software applications.

Implementation Consultant

Rapid Learning Deployment
02.2015 - 04.2017
  • Assisted Clients To Ensure LMS Platforms Meet Desired Requirements.
  • Provided Training To Ensure Administrators, Managers, Educators, And Students Maximized Utilization Of LMS Platform.
  • Provided Supplemental LMS Administration For Clients During Transitional Periods.
  • Provided Support To Clients Utilizing SaaS, Hosted, and On Premise LMS Platforms.
  • Served as project driver and authoritative source for customers implementing LMS Products.

Senior Technical Support Engineer

SumTotal Systems
06.2010 - 07.2014
  • Handled Client Escalations And Escalations Being Routed To Development Teams.
  • Technical Account Manager For Key Accounts Totaling Over $5 Million In Annual Revenue.
  • Project Manager On Several Internal Projects Increasing Productivity.
  • Worked With Global Support Organization To Ensure Round The Clock Support For Customers.
  • Supported On Premise, Hosted, And SaaS Implementations of LMS Platform.
  • Replicated Customer Environments Using VMWare And Microsoft SQL.

Technical Support Specialist

Sanmina-SCI
06.2008 - 06.2010
  • IT Services For Manufacturing Plant Of Over 2000 Connected Devices.
  • Responsible For Updating User Profiles In Active Directory.
  • Implementation of Ubuntu Linux Desktop Environment Throughout IT Department.
  • Developed And Delivered Training For Entire Plant On G-Suite Utilization.

Education

Bachelor of Science - Business Adminisrtation

University of Phoenix, Online
01.2012

Skills

  • Data-driven decision-making
  • Innovative Mindset
  • Cross-functional Coordination
  • Teamwork and Collaboration
  • Leadership
  • Project Management
  • Professional Development
  • Team Management
  • Customer Retention
  • Customer Relationship Analysis
  • Customer Success
  • Budget Forecasting
  • Market Research Analysis
  • Strategic Planning and Alignment

Timeline

Director of Customer Experience - ACI Learning
05.2023 - Current
Senior Manager of Platform Support - ACI Learning
03.2022 - 05.2023
LMS Support Manager - ACI Learning
03.2021 - 03.2022
Services and Support Manager - Digital Broadcast Inc.
10.2018 - 10.2020
Software Support Manager - Boundless Geo
02.2018 - 08.2018
Implementation Consultant - Rapid Learning Deployment
02.2015 - 04.2017
Senior Technical Support Engineer - SumTotal Systems
06.2010 - 07.2014
Technical Support Specialist - Sanmina-SCI
06.2008 - 06.2010
University of Phoenix - Bachelor of Science, Business Adminisrtation

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