John Amador

Responsible for technical pre-sales support

• Worked closely with sales team to identify and remove technical barriers to sales outcomes
• Drove customer success through product presentations, demos, trouble shooting, value proposition, competitive differentiation, and best practices
• Bought team of new employees to effective performance, with full case load 6 months ahead of schedule
• Managed Symantec Internship program and made improvements to the program and resulted in 50% increase in retention
• 30% to 80%
• 90% or greater CSAT 12 months in a row
• Improved daily case closure rate from an average of 1 case per day to 6.7 case per day.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
• Maximized performance by monitoring daily activities and mentoring team members.

• Helped team achieve 3 primary objectives: Invoice 100% of monthly revenue,Ship100% of facilitator materials two week prior to events, collect revenue on current accounts.
• Improved team morale and moved team NPS from 60% to 85%
• Collected $100,000 dollars in revenue that was scheduled for write off
• Team achieved quarterly bonus for first time in department history
• Record breaking revenue month - $13 million dollars invoiced.

• Instrumental in transforming the service and support organization as result of creating and implementing new highly effective policies and procedures while establishing non-negotiable performance standards
• Managed technical support organization of 42 employees to improved performance
• Achieved 12.5% operations expense reduction with savings of $250K
• Expanded CSAT scores from 2.1 to 4.8 out of a possible 5; maintained rating for 19 months
• Obtained 100% boost in closed case productivity
• Accomplished 10-minute decrease in average talk time
• Increased answered call percentage from 64% to 94%
• Reduced abandoned call percentage from 36% to 6%
• Decreased average queue time from one hour to 5 minutes.

• Executed on-site calls for the repair of Dell, Alienware and Sony laptops, desktops and digital televisions.

• Collected allocated revenues
• Remained in the top 5 of over 150 collections representatives for consistently achieving and/or exceeding expectations while maintaining outstanding level of customer service.