Robert Horne
Jacksonville,United States
Summary
Driven Customer Support Manager with experience as primary point of escalation for high-level client questions, needs, wants and complaints. Passionate about delivering superior interactions with customers by hearing issues, requirements and requests to provide first-class customized solutions. Dedicated to identifying trends by analyzing customer records, purchases, inquiries and complaints to develop rapid solutions.
Overview
17
17
years of professional experience
Work History
Customer Support Manager
Clearsense
04.2023 - Current
- Improve customer service experience, create engaged customers, and facilitate organic growth
- Taken ownership of customer's issues and follow problems through to resolution
- Set aclear mission and deploy strategies focused toward that mission
- Develop support procedures, policies, and standards
- Keep accurate records and document customer support actions and discussions
- Analyzed statistics and compiled accurate reports
- Control resources and utilized assets to achieve qualitative and quantitative targets
- Adhere to and manage approved budget.
- Managed ateam of customer support representatives, providing ongoing training and development opportunities
- Streamlined our customer support process for faster resolution times and improved customer experience.
- Established a positive work environment for our support team, fostering open communication channels and boosting employee morale.
- Collaborated with cross-functional teams to address recurring customer issues and improve overall product quality.
Enterprise Support Specialist
Clearsense
01.2019 - 04.2023
- Responsible for performing QA testing and document results for the development team for Clearsense products and applications; identifies, documents, and reports problems with software and hardware, including failures, bugs, and system issues
- Reports issues and user concerns to supervisor(s)
- Owns the feedback loop for obtaining client feedback, reporting platform issues, and sharing viable new feature requests with Product Team
- Takes ownership of triaging client requests, researching, escalating, and documenting as needed
- Effectively communicates customer issues and concerns to all applicable teams
- Documents all contacts, actions, and responses with customers through customer support tickets and designated reporting processes
- Maintains working knowledge of products and/or services
- Prepares reports and correspondence as needed
- Handles executives’ requests and queries appropriately
- Performs other related duties as assigned by supervisor(s)
- Maintains working knowledge of all internal hardware used by the company and assists with new hire onboarding
- Also assist in Tier 1, 2, and 3 support on internal issues.
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
- Streamlined support procedures for quicker response times, resulting in higher client retention rates.
Product Analyst
Clearsense
05.2018 - 01.2019
- Responsible for working collaboratively with Professional Services, Product Dev/Delivery Leadership, and Client Product Success Manager to create Clearsense's prioritized requirements backlog; collaborates with Project Manager's in creating work plans and necessary support of project initiatives; works collaboratively with Quality Assurance Specialist to create Test/Use Cases; actively manages our product backlog quickly answering questions when risen; and works with teams to validate work results
- Responsible for continuously improving the quality of the company's product line by preventing or quickly detecting product/process defects in order to deliver market and customer-driven business results with a focus on developing and executing formal test plans, tracking issues/communicating test results
- Jira Service Desk admin and responsible for all Tier 1 level support for internal and client-facing applications that Clearsense provides.
Technical Project Manager
Clearsense
10.2016 - 05.2018
- Drive client engagements to successful activation utilizing project management skills and technical knowledge
- Analyze client environment to capture and communicate technical requirements
- Key role in refining client's engagement model, creating, and maintaining supporting tools and templates
- Responsible for ensuring client satisfaction and building long-term relationships with key client resources
- Responsible for maintaining solution demos and providing support to our sales team
- Active role in client training and support.
Connectivity Support Representative
McKesson Medical Surgical
11.2015 - 10.2016
- Maintained high levels of customer satisfaction with proactive follow-ups and clear communication.
- Responsible for first-level support for all EDI and B2B connectivity issues and concerns
- Responds to technical support tickets from customers, vendors, and internal departments
- Managed escalated customer complaints, working closely with management to achieve satisfactory resolutions.
- Communicate and work with healthcare providers, service providers, and software developers to implement EDI initiatives
- Coordinate with trading partners to maintain effective EDI relationships and provide support to internal departments, customers, and vendors
- Recommends solutions to customer application issues
- May utilize specialized domain expertise related to specific software applications to resolve customer problems.
Connectivity Support Representative
McKesson Medical Surgical
11.2015 - 10.2016
- Responsible for first-level support for all EDI and B2B connectivity issues and concerns
- Responds to technical support tickets from customers, vendors, and internal departments
- Communicate and work with healthcare providers, service providers, and software developers to implement EDI initiatives
- Coordinate with trading partners to maintain effective EDI relationships and provide support to internal departments, customers, and vendors
- Recommends solutions to customer application issues
- May utilize specialized domain expertise related to specific software applications to resolve customer problems.
Connectivity Support Representative
McKesson Medical Surgical
11.2013 - 11.2015
- Responsible for first-level support for all EDI and B2B connectivity issues and concerns
- Responds to technical support tickets from customers, vendors, and internal departments
- Communicate and work with healthcare providers, service providers, and software developers to implement EDI initiatives
- Coordinate with trading partners to maintain effective EDI relationships and provide support to internal departments, customers, and vendors
- Recommends solutions to customer application issues
- May utilize specialized domain expertise related to specific software applications to resolve customer problems.
Ecommerce Support Specialist
PSS
02.2011 - 10.2013
- Provide customer service to MyPSS, MyGSOnline, AccuScan, and SmartScan
- Assist customer with installation of software, training, printing of materials, provide general trouble shooting and problem resolutions
- Create, develop, and manage detailed call logs and installation schedules
- Assist the Sales Leaders and Sales Representatives with ecommerce customers experiencing application or utilization problems
- Create barcodes for SmartScan customers as needed
- Create barcodes for formularies based on customer specialty for account penetration
- Aid customers in management of their on-line MyPSS account and their shopping lists to enable efficient barcode printing
- Work with various departments to effectively communicate information or recommendations on the nature of ecommerce applications and the present role and how improvements can be made to increase effectiveness
- Support ecommerce development team in testing enhancements and application development
- Facilitate user training of new application enhancements
- Display above average customer communication skills and the ability suggest opportunities in a professional and effective manner.
Service Tech
Facility Automation Solutions
08.2009 - 01.2011
- Resolve customer service issues and offer over-the-phone technical support or remotely through a computer
- Providing step-by-step training on the Andover Control System
- Installation and light programming of Andover Controls- HVAC, Access Control, CCTV setup and maintenance, Energy and Data Server Monitoring
- Assisted with the construction department- pulling wire, installing devices, making terminations, and checkout of theentire system installed per customer proposal
- Set up anetwork for Andover control systems.
Mechanic
Atlantic Infiniti
04.2007 - 08.2009
- Provide professional-level diagnostic testing on vehicles to alleviate customer concerns
- Consultation with customers upon vehicle diagnostics and repairs to guide customers to the best course of action.
- Inspected and tested equipment to locate worn and damaged parts.
- Completed full vehicle inspections to check for leaks, damage, or other issues of concern.
- Performed preventative maintenance oil changes and brake jobs to preserve performance and reliability of vehicles.
Education
Associate of Arts - General Education
06.2003
Skills
- Empathy and patience
- Client Relationship Building
- Customer Relations
- Training and mentoring
- Customer Education
- Inter-department collaboration
- Active Listening
- Attention to Detail
- Microsoft Office
- Data Entry
- Relationship Building
- Facility Maintenance
Accomplishments
- Collaborated with team of three in the development of the Clearsense Support department.
Timeline
Customer Support Manager - Clearsense
04.2023 - Current
Enterprise Support Specialist - Clearsense
01.2019 - 04.2023
Product Analyst - Clearsense
05.2018 - 01.2019
Technical Project Manager - Clearsense
10.2016 - 05.2018
Connectivity Support Representative - McKesson Medical Surgical
11.2015 - 10.2016
Connectivity Support Representative - McKesson Medical Surgical
11.2015 - 10.2016
Connectivity Support Representative - McKesson Medical Surgical
11.2013 - 11.2015
Ecommerce Support Specialist - PSS
02.2011 - 10.2013
Service Tech - Facility Automation Solutions
08.2009 - 01.2011
Mechanic - Atlantic Infiniti
04.2007 - 08.2009
Florida State College At Jacksonville - Associate of Arts, General Education
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