Lance Evans

Led a team focused on customer success, retention, and seamless onboarding. Cultivated a positive team culture and collaborated across departments for a smooth customer transition. Addressed concerns, ensured timely deliveries, and reduced churn through data analysis. Key achievements include resolving complaints, maintaining precise CRM records, serving as the main client contact, and successfully managing multiple accounts with a commitment to meeting deadlines.

• Led onboarding for new clients, resulting in a 15% improvement in customer downtime and consistently exceeding quick turnaround time goals.
• Implemented and analyzed monthly customer surveys, contributing to a 10% increase in overall customer satisfaction and enabling issue mitigation.
• Optimized department schedules, leading to a 15% increase in coverage during peak hours and a corresponding improvement in customer support responsiveness.

Joined Customer Success Support in March 2017, specializing in Pathology customer support via phone and email. Ensured swift responses to high-priority calls, focusing on seamless onboarding, timely supply dispatch, and coordinating welcome calls. Accomplishments include collaborating on customer success programs, maintaining professionalism in stressful situations, leading team meetings for business review, and orchestrating coordination between stakeholders for successful customer outcomes.

• Conducted regular one-on-one meetings with employees, resulting in a 12% enhancement in overall team performance and productivity.
• Provided leadership, insight, and mentoring to newly hired employees, leading to a 20% reduction in onboarding time and increased proficiency in various company programs.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Planned and led team meetings to review business results and communicate new and ongoing priorities.

Promoted to CSAM in August 2014, led the onboarding process for new customers, serving as the primary liaison for the Customer Success team. Managed the distribution of the weekly Mean Time Between Failure (MTBF) report and pivot tables, ensuring comprehensive insights into repair quantity and overall customer satisfaction. Accomplishments include timely resolution of customer complaints, collaboration on defining product features, and providing excellent service through face-to-face and phone interactions. Recognized by management for delivering exceptional customer service.

• Managed the distribution of the weekly MTBF report and pivot tables, contributing to a 15% improvement in repair quantity insights and a 10% increase in overall customer satisfaction.
• Led the onboarding process for new customers, resulting in a 25% reduction in onboarding time and ensuring a seamless transition for clients.
• Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
• Provided excellent service and attention to customers when face-to-face or through phone conversations.

Supported over 80 Endoscopy customers nationwide, diagnosing hardware and software issues through phone, email, and FaceTime. Spearheaded efficient onboarding for new clients, prioritizing quick responses to minimize downtime. Implemented monthly surveys for continuous customer understanding, enabling issue mitigation.

• Spearheaded the onboarding process for new clients, resulting in a 20% improvement in minimizing customer downtime and consistently meeting quick response time goals.
• Conducted regular one-on-one meetings to review employee performance and priorities, offering constructive feedback.
• Provided leadership, insight, and mentoring to newly hired employees, resulting in a 30% reduction in onboarding time and increased proficiency in various company programs

Dedicated to swiftly diagnosing and resolving technical issues for customers, aiming to restore faith in their Apple devices. Committed to providing industry-leading customer support and embodying the face of Apple. Additional responsibilities involve the maintenance and repair of computers and mobile devices, as well as educating customers on home and business networking setup. In my role as Lead I also led a team of 25 employees, overseeing weekly scheduling, conducting team meetings, optimizing utilization for additional resources, and guiding the team to achieve both weekly and quarterly goals.

• Managed server resources including disk space utilization, CPU usage monitoring, memory allocation optimization, and software installation and configuration management.
• Performed system administration tasks such as creating new accounts, setting permissions, and troubleshooting problems with existing accounts.
• Monitored network performance, identified issues, and developed strategies to maximize efficiency.
• Implemented backup strategies to ensure data integrity in case of hardware failure or malicious attack on the network infrastructure.

Conducted comprehensive field investigations, executed detentions, made arrests, issued citations, and authored detailed reports. Proficient in obtaining warrants, conducting searches, and providing testimony in a court of law. Demonstrated expertise in armed vehicular and foot patrol within jurisdiction, including crowd and traffic control activities. Responded effectively to calls for assistance in life-threatening, emergency, and service-related situations. Enforced federal and state laws, local ordinances, and adhered to college and departmental policies, procedures, and regulations.

• Ensured compliance with local laws by performing periodic safety inspections of businesses.
• Protected citizens by preventing crime, enforcing laws and apprehending suspects.
• Patrolled assigned areas both on foot and in motor vehicles, maintaining awareness and providing valuable community surveillance.
• Diffused active disturbances with de-escalation techniques, compassion and combat skills.