Joseph Gallant
Technical Account Manager
Auburn Hills,MI
Summary
Tech-savvy Implementation Project Manager with 3 years of hands-on experience gathering requirements and verifying completed hardware and software deployments within budget and schedule. Expertise in IT project management, agile development and business analysis. Forward-thinking professional recognized for meeting project deliverables by merging customer and user needs with business requirements, budgetary restrictions and logistical considerations.
Overview
10
10
years of professional experience
5
5
years of post-secondary education
3
3
Languages
Work History
Technical Account Manager
EGrowcery
Ann Arbor, MI
Dec.2020 - Current
- Researched and resolved barriers to successful system functionality, improving support and issue resolution.
- Oversaw implementation lifecycle processes based on organizational needs, regulatory requirements and customer demand.
- Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
- Created remote service interaction scenario manuals, defining appropriate triage and response policies for common ticket types.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Proven ability to develop and implement creative solutions to complex problems.
Social Media Specialist
Interactions Digital Roots
Northville, MI
Jan.2019 - Dec.2020
- Increased customer engagement through social media.
- Maintained company's social media presence by posting messages, answering posts, and monitoring responses while generating interest for existing and upcoming product or service releases.
- Monitored advancements in social media and technology, working with marketing teams to adopt new platforms and facilitate integration into marketing plans.
- Utilized specialized software to capture and process data.
Customer Service Manager
Walmart
Commerce, MI
Mar.2017 - Feb.2019
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Customer Service Sales Specialist
Lowe's Companies, Inc
Southfield, MI
Mar.2016 - Mar.2017
- Determined customer needs and interests to make proper recommendations.
- Informed customers of sales and promotions to build customer base, boost traffic and increase customer loyalty.
- Increased revenue with strategic upselling of products and services.
- Fostered top-quality service delivery by answering questions and solving problems related to product information, pricing and order fulfillment.
Team Leader
Best Buy
Bloomfield Hills, MI
10.2014 - 07.2015
- Mentored and guided employees to foster proper completion of assigned duties.
- Built strong relationships with customers through positive attitude and attentive response.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
Manager
Emagine Entertainment
Novi, MI
Sep.2013 - Oct.2014
- Cultivated and maintained strong relationships with customers to ensure a positive customer experience.
- Created product training plans centered on customer success and satisfaction.
- Settled crew member disputes by addressing problems quickly and providing successful mediation.
- Identified team weak points and implemented corrective actions to resolve concerns.
Education
Bachelor of Science - Technology Management
Eastern Michigan University
Ypsilanti, MI Sep.2011 - Aug.2016
Skills
Product ManagementSocial Media StrategyCross-functional Team Leadership
Business Process Improvement
Change ManagementOpportunity AssessmentCommunicationProject lifecycle management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Technical Account Manager
EGrowcery
Dec.2020 - Current
Social Media Specialist
Interactions Digital Roots
Jan.2019 - Dec.2020
Customer Service Manager
Walmart
Mar.2017 - Feb.2019
Customer Service Sales Specialist
Lowe's Companies, Inc
Mar.2016 - Mar.2017
Team Leader
Best Buy
10.2014 - 07.2015
Manager
Emagine Entertainment
Sep.2013 - Oct.2014
Bachelor of Science - Technology Management
Eastern Michigan University
Sep.2011 - Aug.2016