ROBERT HORNE
Jacksonville,FL
Summary
Driven professional 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
13
13
years of professional experience
Work History
CUSTOMER SUPPORT MANAGER
Clearsense, LLC
10.2023 - 05.2024
- Managed a team of customer support representatives, providing ongoing training and development opportunities.
- Streamlined the customer support process for faster resolution times and improved customer experience.
- Collaborated with cross-functional teams to address recurring customer issues and improve overall product quality.
- Analyzed reports, surveys and vendor relations and completed support assessments to improve first call resolution.
ENTERPRISE SUPPORT SPECAILIST
Clearsense
01.2019 - 04.2023
- 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.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
PRODUCT ANALYST
Clearsense
05.2018 - 01.2019
- Supported development team in generation of technical requirements and product documentation to achieve process commonality.
- Assisted development leads in definition of process flows, relative task priorities and business value measurement parameters.
- Contributed to creation and implementation of technical requirements and specifications to establish common foundation for application development.
TECHNICAL PROJECT MANAGER
Clearsense
10.2016 - 05.2018
- Streamlined project processes by implementing agile methodologies, resulting in increased efficiency and faster completion times.
- Identified risks early in the project lifecycle, developing mitigation plans to prevent schedule delays or cost overruns.
- Established clear lines of communication between stakeholders by creating detailed status updates that kept everyone apprised of critical milestones throughout each stage of the project.
Connectivity Support Representative
McKesson Medical Surgical (formerly PSS)
11.2011 - 10.2016
- Maintained high levels of customer satisfaction with proactive follow-ups and clear communication.
- Managed escalated customer complaints, working closely with management to achieve satisfactory resolutions.
- Assisted in the development of support policies, procedures, and guidelines to ensure consistency across the organization.
Education
Associate of Science - General Motors Automotive Service Program
Florida State College At Jacksonville
Jacksonville, FLAssociate of Arts - General Education
Florida State College At Jacksonville
Jacksonville, FL06.2004
Skills
- Empathy and patience
- Client Relationship Building
- Customer Relations
- Training and mentoring
Timeline
CUSTOMER SUPPORT MANAGER
Clearsense, LLC
10.2023 - 05.2024
ENTERPRISE SUPPORT SPECAILIST
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 (formerly PSS)
11.2011 - 10.2016
Associate of Science - General Motors Automotive Service Program
Florida State College At Jacksonville
Associate of Arts - General Education
Florida State College At Jacksonville
Similar Profiles
Robert HorneRobert Horne
Customer Support Manager at ClearsenseCustomer Support Manager at Clearsense
Vance "Aaron" WallaceVance "Aaron" Wallace
Software Engineering Manager at ClearsenseSoftware Engineering Manager at Clearsense
Eileen HorohoeEileen Horohoe
Delivery Driver at FPD LLC/ Proper Delivery LLC/ JA Management LLCDelivery Driver at FPD LLC/ Proper Delivery LLC/ JA Management LLC