Mary-Kay Lamb
Toledo,OH
Summary
Dynamic Technical Support Supervisor at Buckeye Broadband with expertise in network troubleshooting and customer support management. Achieved improved customer retention through effective training and mentoring, while enhancing team performance. Skilled in escalation management and active listening, fostering a collaborative environment that drives service excellence and operational efficiency.
Overview
14
14
years of professional experience
Work History
Technical Support Supervisor
Buckeye Broadband
03.2014 - 03.2025
- Led technical support team to enhance customer satisfaction and service quality.
- Developed training programs for staff to improve troubleshooting skills and efficiency.
- Analyzed support metrics to identify trends and implement process improvements.
- Collaborated with engineering teams to resolve complex technical issues swiftly.
- Oversaw escalated customer concerns, ensuring timely resolution and follow-up.
- Implemented new ticketing system, streamlining issue tracking and reporting processes.
- Conducted regular performance reviews, providing constructive feedback to team members.
- Facilitated cross-departmental communication to enhance overall service delivery effectiveness.
- Developed comprehensive training materials to ensure consistent knowledge across the technical support team.
- Mentored junior team members, providing guidance and support for their professional growth.
- Reduced employee turnover by fostering a positive work environment focused on teamwork, open communication, and ongoing skill development.
- Improved customer retention rates by consistently delivering prompt and effective technical assistance tailored to individual needs.
- Collaborated with other departments for seamless integration of new products and services into existing support infrastructure.
- Managed high levels of call flow and responded to technical support needs.
District Manager
Mike L Management
01.2011 - 02.2014
- Directed operational strategies to enhance store performance and profitability across multiple locations.
- Developed and implemented training programs to elevate staff performance and customer service standards.
- Analyzed sales data to identify trends and optimize inventory management for improved efficiency.
- Collaborated with regional teams to establish best practices in merchandising and visual presentation.
- Led cross-functional meetings to align on objectives, ensuring cohesive communication among departments.
- Streamlined operational processes, resulting in reduced costs and enhanced service delivery across districts.
- Supervised various locations, enforcing high-quality standards of operation.
- Boosted employee morale by creating a positive work environment that encouraged teamwork, collaboration, and professional growth opportunities.
- Oversaw successful store openings, coordinating logistics, staffing, training, and promotional efforts to ensure smooth transitions for new locations.
- Enhanced company reputation through community involvement, developing partnerships with local organizations and participating in charitable events.
- Implemented inventory control measures to minimize waste and optimize product availability, ensuring optimal stock levels across all locations.
- Managed budget development process for the district, allocating resources effectively to drive growth while remaining fiscally responsible.
- Increased district sales by implementing effective marketing strategies and fostering strong relationships with key partners.
- Reduced turnover rates by implementing proactive retention strategies designed to address potential employee concerns before they escalated into resignations or terminations.
- Developed and maintained strong relationships with vendors, negotiating preferential pricing and delivery terms to optimize supply chain efficiency while maintaining quality standards across the district.
- Enhanced customer satisfaction, conducting regular store visits to ensure compliance with service standards.
- Analyzed sales data to identify growth opportunities and areas for improvement across district.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Built relationships with customers and community to establish long-term business growth.
- Delivered recommendations to long-term accounts to promote brand awareness to key audience.
Skills
- Network troubleshooting
- Ticketing system proficiency
- Remote support
- Customer support management
- Technical training
- Escalation management
- Customer service
- Active listening
- Verbal and written communication
- Decision-making
- Data entry
- Product troubleshooting
- Service support
Timeline
Technical Support Supervisor
Buckeye Broadband
03.2014 - 03.2025
District Manager
Mike L Management
01.2011 - 02.2014
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