Summary
Overview
Work History
Education
Skills
Endorsement from Top Enterprise Client
Timeline
Generic

Robert Petts

Durham,NC

Summary

  • Knowledgeable and Technical Resource with a heavy background in Sales. Quick to learn and master talking points.
  • Engaging, Entertaining, Articulate Presenter. Consistent delivery to every audience
  • Adaptable to the ever changing world of technology. Continuously looking for optimizations and solutions to every day struggles.
  • Easily Relateable with excellent relationship building skills.

Overview

5
5
years of professional experience

Work History

Technical Consultant

Penske Truck Leasing
11.2023 - Current
  • Increased end user adoption from 52%-59% over 6 months by enabling and promoting new features.
  • Cleaned up 10,000+ data records utilizing Salesforce Administrative experience
  • Established regular upgrade intervals to streamline QA and deployment process with vendor.
  • Collaborated with vendor to resolve 14 support tickets while resolving 20+ additional tickets in house.

Customer Support Team Lead

Simpplr
02.2022 - 11.2023
  • Supported clients worth over $750,000 in ARR for Simpplr including Penske Truck Leasing, UKG and Mattel.
  • Managed project directly with Salesforce support and engineering to optimize our platform and avoid major performance outages
  • Helped large clients connect and maintain over 60 different integrations including Azure, Okta, Teams, Slack, O365
  • Trained and built out team of 4 to expand the program to 25 customers worth over 4 million ARR

Technical Support Engineer

Simpplr
04.2021 - 02.2022
  • Set the pace in case closure, with a high of 460 tickets in one month while the team was in transition
  • Transitioned multiple clients from Implementation to live support model including Penske, Moderna, and San Francisco Giants
  • Identified trends to assist our engineering team with prioritization of coding anomalies.

Tehcnical Support Representative

Insightsoftware
05.2019 - 04.2021
  • Delivered exceptionally high level of professionalism and support to each customer, upholding company's commitment to service.
  • Established empathy with customers through insight into business drivers and expectations to offer personalized service.
  • Answered calls and emails at help desk to assist customers with basic support, bug fixes and configuration issues.

Education

Musical Theater

Carthage College
Kenosha, WI

Skills

    People

  • C-Level Executive Presenter
  • Excellent Communicator
  • Highly Organized

    • Technical

  • Salesforce Administration
  • Sharepoint Administration
  • JavaScript
  • HTML
  • CSS

    • Applications

  • Salesforce
  • Zendesk
  • Jira
  • Confluence
  • Helpdesk administration

Endorsement from Top Enterprise Client

 "I wanted to inform you what a wonderful job Bob does for us on a daily basis. He willingly dives into whatever we ask him to do. His eagerness to solve our problems rivals our own. I do not take reference calls for most of the platforms/vendors that we utilize, but am always willing to do it for Simpplr because you have people like Bob supporting us." - Jeff P, Director of Interactive Marketing, Penske Truck Leasing

Timeline

Technical Consultant

Penske Truck Leasing
11.2023 - Current

Customer Support Team Lead

Simpplr
02.2022 - 11.2023

Technical Support Engineer

Simpplr
04.2021 - 02.2022

Tehcnical Support Representative

Insightsoftware
05.2019 - 04.2021

Musical Theater

Carthage College

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Robert Petts