Summary
Overview
Work History
Education
Skills
Timeline
Generic

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
2023.10 - 2024.05
  • 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
2019.01 - 2023.04


  • 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
2018.05 - 2019.01
  • 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
2016.10 - 2018.05
  • 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)
2011.11 - 2016.10
  • 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, FL

Associate of Arts - General Education

Florida State College At Jacksonville
Jacksonville, FL
06.2004

Skills

  • Empathy and patience
  • Client Relationship Building
  • Customer Relations
  • Training and mentoring

Timeline

CUSTOMER SUPPORT MANAGER

Clearsense, LLC
2023.10 - 2024.05

ENTERPRISE SUPPORT SPECAILIST

Clearsense
2019.01 - 2023.04

PRODUCT ANALYST

Clearsense
2018.05 - 2019.01

TECHNICAL PROJECT MANAGER

Clearsense
2016.10 - 2018.05

Connectivity Support Representative

McKesson Medical Surgical (formerly PSS)
2011.11 - 2016.10

Associate of Science - General Motors Automotive Service Program

Florida State College At Jacksonville

Associate of Arts - General Education

Florida State College At Jacksonville
ROBERT HORNE