Kyle Crowe
San Marcos,TX
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Amazon, Chrome, Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Overview
16
16
years of professional experience
Work History
Technical Support Supervisor
Dish Network
07.2012 - 01.2024
- Enhanced customer satisfaction by resolving complex technical issues promptly and efficiently.
- Streamlined the technical support process for improved response times and increased issue resolution rates.
- Mentored junior team members, providing guidance and support for their professional growth.
- Developed comprehensive training materials to ensure consistent knowledge across the technical support team.
Technical Support Representative - III
Dish Network Corp
06.2008 - 07.2012
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
Education
Associate of Applied Science - Education
The University of Texas At Rio Grande Valley
Skills
- Directly supervise non-supervisory employees; responsibilities included interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; addressing complaints and resolving problems
- Engage, teach, mentor, guide, and develop new employees
- Develop employees to a high level of competency and prepare them for career advancement opportunities
- Facilitate team meetings to ensure effective communications and that all team members have the most current information available
- Ensure adequate standards are met for attendance, payroll, performance documentation, and other employment paperwork/entries
- Support self and team members in understanding all skill processes and upstream decisions
- Properly analyze and communicate department results, ie sales, productivity, quality, and attendance
Accomplishments
JD Power Award for #1 in Class Customer Service (2017-2023)
Top Supervisor in Customer Satisfaction Survey
Best in Class Technical Support Team
Timeline
Technical Support Supervisor
Dish Network
07.2012 - 01.2024
Technical Support Representative - III
Dish Network Corp
06.2008 - 07.2012
Associate of Applied Science - Education
The University of Texas At Rio Grande Valley
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