Shannon Desmond
Medford,MA
Summary
With over five years at uConnect leading customer support, I excel in technical troubleshooting and fostering team growth. My proactive approach has consistently maintained client satisfaction above 90%, showcasing my empathetic leadership and advanced organizational skills. Adept at cross-functional collaboration, I've significantly improved agent workflows and customer experience.
Overview
7
7
years of professional experience
Work History
Senior Customer Support Team Lead
uConnect
Cambridge, MA
05.2021 - Current
- Take ownership of overall customer satisfaction in Support, providing thoughtful solutions, allowing clients to recognize value
- Host daily team meetings and 1:1s with Support members to provide ticket guidance and help motivate the team
- Identify high-priority needs for clients, managing tier two, three, and four escalations
- Triage and escalate bugs to engineering
- Collaborate cross functionally with Product, Development, and Sales to increase visibility into trends
- Assist in the technical writing for new product features and gaps in our Knowledge Base
- Provide analytics reports on top product areas, customer data, internal performance metrics, and escalation rates
- Scale our efforts by creating canned responses for common client questions
- Led initiatives to transition our ticketing tool from Intercom to ServiceHub to improve agent workflows
Customer Support Representative
uConnect
Cambridge, MA
06.2019 - 04.2021
- Resolved tier-one support queue tickets in a timely manner
- Communicated root causes of issues to clients in a non-technical manner
- Worked closely with Product and Development teams to escalate technical tickets as needed
- Shared product trend data with senior leadership, tracking KPIs and key metrics week over week
- Updated internal and external Knowledge Base articles to align with product trends and customer needs
- Maintained over a 90% average client satisfaction score each year
Marketing Intern
Respondus
05.2018 - 09.2018
- Worked closely with the Marketing Director and Technical Support Team on assigned customer education projects
- Recorded videos for the Respondus Product Team in Blackboard, Canvas, D2L, and Moodle
- Tracked website success and demographics via Google Analytics
Education
Bachelor of Arts - English
Saint Anselm College
Manchester, New Hampshire05-2019
Minor - Communication
Saint Anselm College
Manchester, New Hampshire05-2019
Skills
- 5 years of Customer Support experience
- Fierce client advocate and consultant
- Experienced in technical troubleshooting
- Excellent written and communication skills
- Team leader and mentor with advanced organization skills
- Team-first and growth mindset
Accomplishments
- Winner of the 'All Hands Award' at uConnect in 2022 for my work to scale our larger team and assist with internal trainings
Timeline
Senior Customer Support Team Lead
uConnect
05.2021 - Current
Customer Support Representative
uConnect
06.2019 - 04.2021
Marketing Intern
Respondus
05.2018 - 09.2018
Bachelor of Arts - English
Saint Anselm College
Minor - Communication
Saint Anselm College
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