Joel Underwood
CENTENNIAL,CO
Summary
Motivational leader with 20+ years of experience in team leadership, customer service, and technical troubleshooting across diverse environments. Known for implementing effective strategies to drive company success and enhance employee engagement.
Overview
7
7
years of professional experience
Work History
Technical Support Manager
Skupos
Denver, CO
01.2022 - 07.2023
- Oversaw offshore support partner, ensuring timely customer issue resolution.
- Improved customer service satisfaction, leading to a 24-point increase in NPS.
- Restructured onshore support team, reducing operational costs while maintaining service quality.
- Assisted in the successful launch of a new chat system, reducing phone volume by 18%.
- Introduced a self-help system, decreasing overall customer contacts by 5%.
Customer Support Manager
Mersive Technologies
Denver, CO
09.2019 - 01.2022
- Collaborated with internal teams to improve support processes.
- Managed performance and conducted bi-weekly 1:1s with support engineers.
- Implemented RMA process, enhancing customer experience.
- Successfully migrated ticketing system from Zendesk to Salesforce.
Support Engineer III
SkuposMersive Technologies
Denver, CO
03.2019 - 09.2019
- Managed support escalations and defused highly escalated situations during customer onsite visits.
- Provided customer support via email, ticketing, and inbound calls.
- Conducted advanced troubleshooting of Network and AV equipment in customer environments.
- Collaborated with installers and integrators to customize customer deployments.
- Coordinated onsite visits and remote training sessions for customers.
- Assisted with tool development/enhancement and documentation creation.
Onboarding Manager
Comcast Business
CENTENNIAL, CO
08.2017 - 11.2018
- Developed onboarding system for rapidly growing enterprise department, accommodating various support levels and leadership positions.
- Maintained proficiency in recruiting procedures and policies.
- Assisted in transitioning new hires to their designated teams.
- Ensured accurate completion of new hire paperwork and personnel files.
- Prepared and managed records using new hire spreadsheet.
- Customized collective and independent onboarding programs based on role and departmental requirements.
- Coordinated new hire scheduling, floor-wide, and mini shift bids as supervisors' onboarding coordinator.
- Facilitated vendor-level training for both established and new onboarded agents.
Supervisor, Managed Enterprise Solutions
Comcast Business
CENTENNIAL, CO
07.2016 - 08.2017
- Established and managed Denver Frontline startup team.
- Provided coaching and development support to direct reports.
- Collaborated in the development of metrics to enhance tracking of agent performance trends.
- Addressed Director, Executive Director, and VP level escalations.
- Cultivated relationships with external departments to improve customer service.
- Collaborated closely with Engineering and Installation teams to foster a cohesive team environment.
Education
Some College (No Degree) - Electronics Technology
Pickens Technical College
Aurora, COSkills
- Team Leadership
- Customer Service Enhancement
- Process Improvement
- Vendor Management
- Technical Troubleshooting
- Project Management
- Data Analysis and Reporting
- Vendor Training
- Change Management
- Cloud Technologies
- DevOps Practices
- Database Management
- Strategic Planning
- Problem Analysis
- Conflict Resolution
- Performance Management
- Process Oversight
- Critical Thinking
Timeline
Technical Support Manager
Skupos
01.2022 - 07.2023
Customer Support Manager
Mersive Technologies
09.2019 - 01.2022
Support Engineer III
SkuposMersive Technologies
03.2019 - 09.2019
Onboarding Manager
Comcast Business
08.2017 - 11.2018
Supervisor, Managed Enterprise Solutions
Comcast Business
07.2016 - 08.2017
Some College (No Degree) - Electronics Technology
Pickens Technical College
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