Peter King
Villa Rica,United States
Summary
Seeking a new opportunity to become a Customer Success Manager. I have been a dedicated Technical Analyst with 20+ years of experience in providing exceptional technical support and customer service. But, I'm looking to pivot to a career to become a Customer Success Associate or Manager. Highly motivated with analytical and organizational skills. Seeking the opportunity to be part of a Customer Success Team that is highly competitive and professional. Dedicated to the implementation, operation, and maintenance of mission-critical infrastructure. Respected builder and leader of technical-focused teams; instilled a shared, enthusiastic commitment to technical support as a key driver of company goal attainment. Recognized as a positive leader and a good team member with the ability to be a problem solver, someone who gets the job done ahead of schedule and beyond expectation. Also, development of reports and dashboards ongoing documentation. Train, develop, and implement training for users. Specialties: Technical Support Complaint Handling & Resolution, Customer Satisfaction, Enhancement Front-End Supervision Team building & Training Data Analysis
Overview
17
17
years of professional experience
1
1
Certification
Work History
Tier 2 Support Analyst
SoftPro
08.2017 - Current
- Provide closing and/or title phone support for all operations using SoftPro Select and resolve outstanding issues
- Assist all SoftPro Select operations with various tasks, including but not limited to, HUD/file balancing, reconciliation, and other related pieces of the Real Estate closing process
- Document each call and its resolution thoroughly and accurately
- Provide a high level of customer service to each customer you work with at all times
- Additional duties as assigned.
Product Support Specialist
Avalara
10.2015 - 08.2017
- Understand and become conversant in several large software applications
- Understand, interpret, reproduce, and diagnose customer problems
- Perform Root cause Analysis
- Teach solutions to customers and document them in our Knowledge Base
- Communicate clearly and precisely with customers in written and verbal form, and maintain accurate and timely records in our case tracking system
- Work with members of other departments/teams to resolve product issues -escalating issues as necessary
- Meet individual case management, SLA, and C-Sat Goals
- Be the voice of the customer within Avalara
- Driving their issue to resolution regardless of what department owns the issue.
Deliverability Specialist
iContact
01.2015 - 10.2015
- Provide consulting services on email delivery and policy compliance to iContact customers
- Analyze e-mail distribution reporting and determine in-depth methods of improving deliverability
- Share Best Practices with clients to improve deliverability and conversion
- Forensic research of all client lead acquisition processes and message content to locate and understand performance issues
- Initiate Proactive Policy Enforcement and Compliance for large SMB and Enterprise senders
- Consultation with Strategic Advisors to address deliverability concerns with large senders
- Provide exceptional account-specific email deliverability support to build and maintain a positive relationship between the customer and the company.
Data Analyst
Cisco
08.2014 - 10.2014
- Worked on a Security Renewal project for Cisco Ironport where I was responsible for hardware products for FY2015 Q3 and Q4
- The goal was to create a data set of opportunities that will be uploaded within Salesforce for our internal account teams as well as quantify the total addressable market available for our sales leadership
- Within the application Service(BO)Business Objects, I was responsible for extracting the data and transforming it to excel
- I was provided with Security Hardware Renewal Process Instructions which I used to perform the cleanup for a large data set
- I also provided and made suggestions on how to improve the process in the future
- The tools involved were MS Office Excel 2010, Cisco 360 Discovery(Access Point), and Service(BO)Business Objects.
Salesforce System Analyst
HCLTech
04.2013 - 08.2014
- Provide Senior Frontline Support for Salesforce.com
- I provide support for customers with issues within the CRM application through a case system
- I assist in creating a knowledge base within Salesforce.com
- Analyze business requirements, procedures, and problems and then apply sound technological concepts and provide logical solutions to each (i.e
- Identify, recommend, and resolve)
- Interacted with various business team members to gather the requirements and documented the requirements
- Created user Roles and Profiles and shared settings
- Designed and deployed Custom tabs, Validation rules, and Auto-Response Rules for automating business logic
- Created Workflow Rules, Page Layouts, Approval Processes, Tasks, Email Alerts, Field Updates, and Outbound Messages to manage the Workflow & Approvals
- Developed a web-to-lead functionality to a site that directs leads to Salesforce CRM
- Created various Reports and Report folders to assist managers to better utilize Salesforce as a sales tool and configured various Reports for different user profiles based on the needs of the organization
- Created new custom objects, assigned fields, custom tabs, components, custom reports
- Implemented pick lists, dependent pick lists, lookups, master-detail relationships, and formula fields to the custom objects.
Program Analyst
PlanetPro at Cisco Systems
03.2012 - 03.2013
- Facilitate training for the Cisco Commerce Workspace application; a tool used for configurations, deals, and creating orders
- Lead trainer for the CCW application
- Monitor agent response inquiries in the Business to Business (B2B) and CCW escalation mailbox
- Second Point of Contact Mentor and Subject Matter Expert for questions and concerns regarding the CCW application
- Part of a project team implementing process documentation for the Cisco Commerce Workspace application from creating, configuring, and ordering
- Pull weekly backlog reports through Business Objects to monitor.
IT Analyst
PlanetPro at Cisco Systems
11.2006 - 03.2012
- Technical Analyst in our Worldwide Partners responsible for providing technical support for Cisco's products and networking technologies to Cisco's customers and partners worldwide
- Selected Contributions: # Subject Matter Expert providing knowledge of solutions, technology, and product offerings
- Experienced and conversant with partners, technologies, product strengths/weaknesses, and informational opportunities
- Proactively resolve moderately to highly complex technical problems with data accuracy tools and processes
- Act as a focal point for large account network problem resolution
- Provides sales and support to Channel Account Managers, Account Teams, and Sr
- Leadership
- Support is on a worldwide basis
- Effectively troubleshoots problems both alone and as part of a team, depending on the nature of the incident
- Work closely with colleagues to achieve common goals
- Technical expert for enterprise and Service Provider content delivery solutions
- Problem Solving of diverse scope where analysis requires evaluation of identifiable factors.
Education
Computer Information Systems -
Durham Technical Community College
Durham, NC01.1996
Math Education; ) Computer Science -
North Carolina Central University
Durham, NC01.1991
High School -
Hillside High School
Durham, NC01.1989
Skills
- Interpersonal Skills
- Objection Handling
- Empathy
- Teamwork
- Customer Experience
- Troubleshooting
- Software as a Service (SaaS)
- Customer Service
- Customer Support
- Problem Solving
Certification
- Salesforce.com Certified Administrator, Maria Martinez, 1393591
- Salesforce.com Certified Advance Adminstrator, Maria Martinez, 1461513
Timeline
Tier 2 Support Analyst
SoftPro
08.2017 - Current
Product Support Specialist
Avalara
10.2015 - 08.2017
Deliverability Specialist
iContact
01.2015 - 10.2015
Data Analyst
Cisco
08.2014 - 10.2014
Salesforce System Analyst
HCLTech
04.2013 - 08.2014
Program Analyst
PlanetPro at Cisco Systems
03.2012 - 03.2013
IT Analyst
PlanetPro at Cisco Systems
11.2006 - 03.2012
Computer Information Systems -
Durham Technical Community College
Math Education; ) Computer Science -
North Carolina Central University
High School -
Hillside High School