Holly Wofford
10916 Calistoga Springs CT
Summary
At TPx Communications, I spearheaded a team to enhance customer satisfaction and streamline support processes, leveraging my expertise in technical troubleshooting and team building. My strategic approach to KPI tracking and continuous improvement plans significantly improved service goals and efficiency, fostering a culture of collaboration and proactive problem-solving.
Technical support professional, prepared for this role with strong focus on team collaboration and achieving results. Skilled in troubleshooting, system analysis, and customer service, with proven ability to adapt to changing needs. Effective communicator, reliable, and able to lead teams to successful issue resolution and improved operational efficiency.
Overview
24
24
years of professional experience
Work History
Technical Support Manager
TPx Communications
10.2000 - 09.2024
- Tracked KPIs and created continuous improvement plans.
- Fostered an environment of continuous improvement through active solicitation of feedback from both customers and internal staff members.
- Enhanced customer satisfaction by addressing technical issues and providing timely resolutions.
- Collaborated with cross-functional teams to identify and resolve systemic product issues.
- Mentored junior support staff, fostering a culture of collaboration and learning within the team.
- Streamlined support processes for improved efficiency and faster response times.
- Analyzed and developed service goals for in-bound call center.
- Improved customer relationships through proactive communication and follow-ups on resolved issues.
- Implemented effective performance metrics, driving continuous improvement in the support team''s performance.
- Optimized scheduling for 24/7 support coverage, ensuring customer needs were met around the clock.
Education
High School Diploma -
Western High School
Anaheim, CASkills
- Customer communications
- Technical troubleshooting
- Quality control guidelines
- Incident management
- Vendor relations
- Operations oversight
- Escalation management
- Team building
- Managing service level agreements
- Scheduling
- Remote support
- Customer support
Timeline
Technical Support Manager
TPx Communications
10.2000 - 09.2024
High School Diploma -
Western High School
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