Leah Ringo
Denver,CO
Summary
Results-driven Technical Support Manager with several years of experience in both a startup and a large organization, leading a team and improving customer experience through effective and efficient problem-solving. Proven expertise in managing complex technical issues and collaborating with cross-functional teams to improve product functionality and customer retention/satisfaction. Adept at working with global customers in multiple markets within the hybrid microgrid and utility-scale energy storage space.
Overview
7
7
years of professional experience
Work History
Technical Support Manager
HOMER Software - UL Solutions
Boulder
2021.07 - Current
- Leader of a global and diverse team of technical support representatives, engineers, and sales/success - providing training, coaching, and performance evaluations
- Implemented several policies and procedures to improve customer experience and overall efficiency
- Project manager for new ecommerce payment platform and content management systems
- Resolved escalated customer issues, ensuring customer satisfaction
- Proficient in customer support software and CRM systems, analyzing and implementing workflow improvements
- Monitored support metrics and KPIs to identify areas of improvement
- Collaborated with cross-functional teams to develop marketing content, improve ecommerce processes
- Developed feature and bug reporting processes using AHA! and GitHub
- Managed software releases and version history updates
- Assisted in reorganization of tiered support and change management.
Technical Support Representitive/Lead Trainer
HOMER Energy > UL Solutions
Boulder
2017.11 - 2021.07
- Assisted global customers with product inquiries and troubleshooting hybrid power system designs
- Provided hybrid power system software training to new and existing customers across the globe
- Delegated and triaged over 30 customer inquiries per day
- Designed and improved software training curriculum
- Implemented software context help utilizing Visual Studio
- Developed user manual articles and technical documentation articles to enhance customer experience
- Collaborated with product manager and development to address customer feedback and functionality
- Provided software demonstrations to external and internal customers for multiple products
- Assisted customers in payment/procurement processes
- Provided QA/QC for development of new features and bug resolution for 3 products.
- Championed a shift towards blended learning approaches that combined face-to-face instruction with digital tools for an enhanced learning experience.
Middle School Science Teacher
Ricardo Flores Magon Academy
Denver
Middle School Science Teacher
Adams City Middle School
Denver
Education
Master of Education - Science Content
University of Colorado Denver
Aurora, COBachelor of Science - Biology
University of Colorado Denver
Aurora, CO05.2013
Bachelor of Arts - Social Work
University of New Mexico
Albuquerque, NM05.2000
Skills
- Strong interpersonal & communication skills
- Ability to quickly and intuitively assess customer needs, troubleshoot technical issues, & determine modeling workarounds
- Empathic
- Passionate and mission-driven
- Analytical Skills
- Self Motivation
- Effective Communication
- Team Collaboration
- Problem-Solving
Timeline
Technical Support Manager
HOMER Software - UL Solutions
2021.07 - Current
Technical Support Representitive/Lead Trainer
HOMER Energy > UL Solutions
2017.11 - 2021.07
Middle School Science Teacher
Ricardo Flores Magon Academy
Middle School Science Teacher
Adams City Middle School
Master of Education - Science Content
University of Colorado Denver
Bachelor of Science - Biology
University of Colorado Denver
Bachelor of Arts - Social Work
University of New Mexico
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