Summary
Overview
Work History
Education
Skills
Timeline
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Scott Albenesius

Lincoln,NE

Summary

Goal-oriented manager with experience in customer service industries and proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent.

Overview

9
9
years of professional experience

Work History

Global Customer Support Manager

Glint/LinkedIn
Lincoln, NE
03.2020 - Current
  • Led a Global team of 14 Technical Support Representatives and 3 Team Leads.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for the customer support team.
  • Established and monitored KPIs & OKRs by employing recognized and comprehensive benchmarks.
  • Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
  • Maintained consistent communication with the executive leadership team to manage customer support effectiveness by monitoring performance and assessing metrics.
  • Worked with recruiting teams and human resources representatives to accomplish hiring objectives.

Technical Support Representative

Glint/LinkedIn
Lincoln, NE
11.2018 - 03.2020
  • Primary point of contact for all customer support inquires on our People Success Platform, ranging from basic login-in request to complex data and integration questions.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zone.
  • Prioritize and drive timely resolution of technical support tickets using Zendesk Support Center
  • Support Customer & Technical Success Managers on special protects to deliver value to our customers. Key examples are QA’s, building survey programs, transferring SFTP files, and proactively identifying and providing resolutions for client support issues.
  • Review client go-live information and update my team via a collaborative software program.
  • Create Macros and update company information for Zendesk.

CSR Quality Control Team Lead

Allo Communications
Lincoln, NE
10.2017 - 11.2018
  • Review and coach representatives on trouble tickets, service orders, and billing cycles.
  • Build customer accounts, schedule installation, apply billing codes, & provision hardware.
  • Answer escalated technical support calls, emails, and chat sessions from customers in order to resolve issues immediately or to track issues to ensure follow up later if more information is needed
  • Assist with troubleshooting, testing, duplicating, and providing resolutions to unknown software and hardware issues reported by customers.
  • Take ownership of each communication with the customer, ensuring follow up communication is made as needed
  • Complete special projects and tasks as assigned by the Support Managers.

Global Support Manager

Kenexa/IBM
Lincoln, NE
09.2015 - 06.2017
  • Directly managed a diverse team consisting of Technical Support Specialists, Team Leads, and Auditors, using Coaching methodologies
  • Regularly communicated with our Project Management Team and client executives throughout the lifecycle of the project to ensure all policies, values, and practices were consistent and effective
  • Converse and listen to concerns; act as a liaison between client and organization, rectifying issues in a professional and timely manner
  • Reviewed Service Legal Agreements and staffed teams accordingly
  • Wrote and conducted monthly, weekly, and yearly performance reviews for each employee; designed performance improvement plans, career growth strategies, and recommended salary increases as appropriate
  • Monitored, collected, and analyzed the GSC statistics (support availability, utilization rate, accuracy, and phone/email audits) to ensure support was sufficient and timely.
  • Approved and tracked sick, vacation, and leave time for the entire GSC
  • Maintained and published weekly schedules, including overtime, holiday, and system maintenance coverage
  • Reviewed, modified, and approved weekly timecards for the GSC
  • Recruited, interviewed, hired, and assisted in the onboarding process of new hire

Global Support Team Lead

Kenexa/IBM
Lincoln, NE
04.2013 - 09.2015
  • Provide technical support assistance for escalated client issues.
  • Provided the team with the necessary resources and information to accurately and timely resolve customer issues.
  • Kept detailed records of customer interactions, recording details of inquiries, complaints, or comments, as well as what actions were taken.
  • Provided daily reports of failed electronic communications between our company and our clients - this helped identify and rectify incorrect data files, or possible security restrictions.
  • Recommend and implemented new or improvements to existing technical support tools, resources, and procedures.
  • Provided detailed daily, weekly, or monthly reports to the Project Management Team.

Technical Support Specialist

Kenexa/IBM
Lincoln, NE
11.2012 - 04.2013
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

Education

Pursuing Degree - Business Analysis And Management

Bellevue University
Bellevue, NE

Skills

  • Operating Procedures and Policies
  • Customer Trend Analysis
  • Recruiting and Hiring
  • JIRA
  • Zendesk
  • Gainsight
  • Salesforce
  • SharePoint

Timeline

Global Customer Support Manager

Glint/LinkedIn
03.2020 - Current

Technical Support Representative

Glint/LinkedIn
11.2018 - 03.2020

CSR Quality Control Team Lead

Allo Communications
10.2017 - 11.2018

Global Support Manager

Kenexa/IBM
09.2015 - 06.2017

Global Support Team Lead

Kenexa/IBM
04.2013 - 09.2015

Technical Support Specialist

Kenexa/IBM
11.2012 - 04.2013

Pursuing Degree - Business Analysis And Management

Bellevue University

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