Joshua Minton
Houston,TX
Summary
Solution-driven professional with 7+ years of experience in business operations and Customer Support. Expertise includes new initiative/project development, strategic planning of business processes, and team management. Strong interest in innovative solutions. Possesses a successful track record of collaborating with diverse teams and cultivating sustainable relationships. Adept at improving operational workflows while promoting a positive culture in fast-paced work environments.
Overview
7
7
years of professional experience
Work History
Program Manager, Customer Support
Tapcheck Inc.
05.2023 - Current
- Drive new support program initiatives to drive enhanced business outcomes in areas of agent enablement and efficiency, cost containment, while increasing service quality for customer.
- Project Manage deliverables from team of Subject Matter Experts to ensure delivery, quality and conformity of updated SOPs and documentation for Internal Knowledge Center.
- Architecting of full-build training materials for implementation into LMS and Internal Agent Knowledge Center.
- Development of Work-Force Management architecture to ensure agent schedule and Task Adherence across ticketing channels (Call, Live Chat/Messaging/Email and More).
- Work collaboratively with internal partner groups to identify key strategic opportunities aiding in achieving business objectives
- Execution of key initiatives and innovative agent-driven programs; in collaboration with executives, systems administrators, product & engineering groups
Customer Support Team Lead
Tapcheck Inc.
10.2020 - 05.2023
- Led and Managed Onshore and Offshore Teams (Pakistan) expanding from a team of 3 to 15 agents, supporting company service expansion from $10,000 MRR to $3m ARR.
- Developed all Customer Support Agent SOPs & best-practices.
- Architecture development of Zendesk Support Instance from ground-up, framework for serving customer issues up to 20,000 tickets per month, maintaining a CSAT of 75% during tenure within a fast-paced Series A start-up environment.
- Developed V1 Zendesk Chat-Bot architecture and ticket-routing strategy to enable timely servicing of customer issues.
- Content drafting, development and publishing of 200+ macros for various end-user facing ticketing groups within Customer Support.
- Implementation of "TymeShift" Workforce Management tool to track agent adherence.
- Developed secured processes for verification of end-user identity for related security checkpoints (fraud prevention, account access)
- Worked collaboratively with Customer Success team to optimize post-launch pipeline for newly onboarded clients.
- Worked collaboratively with Engineering to develop IT Service Management best-practices and procedures.
Master Scheduler
Fox Corporation
10.2016 - 10.2019
- Performed sole daily administration and scheduling of 20th Century Fox Executive Screening Rooms and Studio Movie Theater calendars
- Schedule, assist and coordinate screenings/events for Fox Corporation, 20th Century label, Fox Searchlight, FX, Animation, Fox Sports, FBC)
- Liaise with all relevant studio departments in accordance with city safety ordinances, and studio approval procedures (Fire & Safety, Production Services, Studio Ops/Finance, Office Services & Parking)
- Continuous billing/invoicing for all screenings via "Xytech" "MediaPulse" Systems Software, and ensure accuracy of invoices
- Tracking/Shipping/Receiving of content for on & off-lot clients, and ensuring all media is approved prior to events.
- Bring 3rd party business to studio; facilitate from inquiry through close of payment process
- Microsoft Office Suite for tracking client purchase orders
Education
Bachelor of Fine Arts - | Honors: Cum Laude
Adelphi University
Long Island, NY2013
Skills
- Supervision and leadership
- Cultural Awareness
- Interpersonal Communication
- Analytical and Critical Thinking
- Troubleshooting
- Problem Resolution
- Research
Skills
- Microsoft Online & Office Suite
- Google Suite
- Zendesk Suite
- Atlassian Suite [Confluence, Jira]
Timeline
Program Manager, Customer Support
Tapcheck Inc.
05.2023 - Current
Customer Support Team Lead
Tapcheck Inc.
10.2020 - 05.2023
Master Scheduler
Fox Corporation
10.2016 - 10.2019
Bachelor of Fine Arts - | Honors: Cum Laude
Adelphi University