Summary
Overview
Work History
Education
Skills
Quote
Work Availability
Work Preference
Software
Timeline
Intern
Skye Leis

Skye Leis

Lehi,UT

Summary

Technical Support Lead and Customer Success Manager with 8+ years experience in consulting on successful systems integration/implementation, as well as providing desktop support, systems support on multiple platforms, all while ensuring compliance with business best practices and government regulations. Capable of quickly internalizing new concepts, while following industry developments.

Overview

9
9
years of professional experience
2
2
Languages

Work History

Technical Support Lead

SocialClimb
08.2021 - 10.2022
  • Implemented and tracked team KPIs including Open Case Aging, Average Resolution Hours, Customer Satisfaction scores department, Case open and closure stats, etc
  • Led implementation of Zendesk, as well as eventual transition to Salesforce Service Cloud, including SOP for case management
  • Defined departmental procedures, standardized documentation, and centralized internal knowledgebase
  • Provided Tier 1 and Tier 2 support to client base across multiple systems via email and scheduled calls
  • Created reports for other departments to gain better platform insights for customer interactions, including Customer Success QBR dashboards, error tracking to enable proactive support, and Support Dashboards to track team stats and generate reports for executive team
  • Monitored system performance to identify potential issues.

Customer Success Team Lead

OnceHub
07.2019 - 01.2021
  • Remotely managed team of five Customer Success Managers (CSM's) by maintaining consistent communication, as well as regularly striving towards employee development and continued learning.
  • Trained and Onboarded new hires by developing team training materials, as well as improving upon various dated training processes.
  • Led Crisis Management by developing and implementing process and developing documentation for team.
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Improved team productivity by implementing efficient project management strategies and streamlining communication channels.

Customer Success Manager

OnceHub
12.2017 - 07.2019
  • Improved client efficiency by helping to integrate software with various Software as a Service (SaaS) to streamline workflows
  • Converted high-value sales leads through successful account implementations, product demos, and feature upsells
  • Ensured client compliance through continued account inspection and interaction, as well as coaching on best practices
  • Developed key relationships with clients through consistent and effective communication and project management
  • Established strong relationships with key customers, resulting in increased customer loyalty.
  • Implemented best practices in realm of Customer Success Management, elevating company-wide standards.

Tier 2 Technical Support Specialist

Paramount Acceptance
07.2016 - 07.2017
  • Assisted fitness centers across North America by providing hardware and support software through remote meetings and setting realistic expectations
  • Developed comprehensive documentation for frequently encountered issues to facilitate faster resolutions.
  • Developed and implemented preventive maintenance procedures.
  • Set up Point of Sales (PoS) and Door Control systems for clients through informational briefings on required hardware/software and remotely directing set up
  • Increased team's efficiency by developing and implementing batch files, including preventing systems from staying offline after reset or power surge.

Onboarding Specialist

LeisureLink Inc
06.2015 - 04.2016
  • Developed key partnerships with Property Management Companies (PMC's) by accurately maintaining client information and communicating opportunities to further promote their rentals
  • Enabled PMC's to complete bookings by entering information into various Online Travel
  • Agencies (OTA's) utilizing various data entry methods
  • Remotely managed an offshore team of four through data submission training, task prioritization, and workflow distribution
  • Increased PMC's satisfaction through redesigning of forms used to submit data to our system
  • Increased team productivity through the development and implementation of scripts, automating data entry, and providing scalability across various OTA's.

Help Desk Technician

Perelson Temporary Staffing
01.2014 - 04.2014
  • Supported team members by traveling to different locations to facilitate efficient in-person support solutions.
  • Walked individuals through basic troubleshooting tasks.
  • Maintained accurate documentation of help desk tickets, ensuring proper tracking and resolution of issues.

Networking Intern

Canyons School District
06.2013 - 09.2014
  • Provided network and internet access to new schools through various hardware and software configuration, testing, and physical installation
  • Given expanded responsibilities and opportunities because of my willingness to learn and adapt in new situations
  • Supported public access to school registration sites through phone support, patience, and sharing technical knowledge.
  • Designed and evaluated WAN and LAN connectivity technologies.
  • Assisted in the creation of user accounts and permissions, maintaining security protocols within the organization.

Education

High School Diploma -

Hillcrest High School
Salt Lake City, UT
07.2014

Skills

  • Team Building
  • Compliance Review
  • Needs Analysis
  • Technical Consulting
  • HTML/CSS/JavaScript
  • SQL
  • Project Management
  • Salesforce Administration
  • Software Implementation
  • Escalation management
  • Hardware knowledge
  • Remote Support
  • Training and mentoring

Quote

Hope is definitely not the same thing as optimism. It is not the conviction that something will turn out well, but the certainty that something makes sense, regardless of how it turns out.
Vaclav Havel

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Work Location

Remote

Important To Me

Company CultureCareer advancementWork-life balance

Software

Salesforce

Microsoft Office

Google Business Profiles

Zapier

G Suite

Meta Business Suite

Timeline

Technical Support Lead

SocialClimb
08.2021 - 10.2022

Customer Success Team Lead

OnceHub
07.2019 - 01.2021

Customer Success Manager

OnceHub
12.2017 - 07.2019

Tier 2 Technical Support Specialist

Paramount Acceptance
07.2016 - 07.2017

Onboarding Specialist

LeisureLink Inc
06.2015 - 04.2016

Help Desk Technician

Perelson Temporary Staffing
01.2014 - 04.2014

Networking Intern

Canyons School District
06.2013 - 09.2014

High School Diploma -

Hillcrest High School

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Skye Leis