Ken Vidal
Midvale,UT
Summary
Proactive Customer Support Manager with extensive experience in implementing knowledge management systems and creating customer support strategies. Skilled in staff training, CRM software, and cross-functional collaboration to enhance customer retention and streamline processes. Bringing expertise in performance monitoring, issue resolution, and fostering a positive work environment.
Overview
16
16
years of professional experience
Work History
Customer Support Manager
WTW
07.2008 - 07.2024
- Implemented knowledge management systems that enabled representatives to quickly access information needed to resolve customer issues effectively.
- Created customer support strategies to increase customer retention.
- Monitored employee performance to identify areas for improvement and additional training needs.
- Completed complex project management tasks on time and under budget to meet department goals.
- Streamlined the customer support process for faster resolution times and improved customer experience.
- Improved team productivity by identifying inefficiencies in workflows and implementing corrective actions.
- Established a positive work environment for the support team, fostering open communication channels and boosting employee morale.
- Conducted progress and development meetings with support staff to enforce updates to company goals and policies.
- Collaborated with cross-functional departments to formulate product and process improvements based on customer feedback.
- Managed a team of customer support representatives, providing ongoing training and development opportunities.
- Created reports, presentations and other materials for executive staff.
- Generated status and performance reports to facilitate continuous improvement.
- Handled escalated customer complaints professionally, resolving conflicts promptly and maintaining relationships with clients.
- Conducted regular performance reviews for team members, offering constructive feedback on areas requiring improvement and recognizing outstanding achievements.
Education
Associate of Science - Business Management
Montana State University
Bozeman, MT05-2002
Skills
- Empathy and patience
- Client Relationship Building
- Customer Relations
- Training and mentoring
- Escalation Handling
- Call Center Management
- Staff Scheduling
- CRM software expertise
- Proficient in Microsoft Applications
- Feedback collection
- Service issue resolution
- Teamwork and Collaboration
Timeline
Customer Support Manager
WTW
07.2008 - 07.2024
Associate of Science - Business Management
Montana State University
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