Salesforce CRM
Stephen Mansfield
Team Manager
Cypress,TX
Summary
Goal-oriented Team Manager dedicated to meeting team performance objectives and achieving set targets. Offering 6 years of extensive leadership experience in. Committed individual well-versed in providing thorough training, setting team goals and developing innovative strategies. Superb oral and written communication skills paired with excellent time management and leadership abilities.
Extensive background in provided technical custom support assisting in customer success.
Overview
14
14
years of professional experience
2
2
years of post-secondary education
Work History
Technical Support Representative
InMotion Hosting
08.2022 - Current
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Monitored system performance to identify potential issues.
- Installed system-wide hardware components, confirming interoperation and compatibility with Linux-based software distros.
- Managed backup and disaster recovery through strict data control and retention policies, personally handling recovery tasks when issues arose.
- Patched software and installed new versions to eliminate security problems and protect data.
- Acted as second-tier technical resource for helpdesk and assisted with answering technical questions.
Customer Support Team Manager
Hostgator
Houston, TX
10.2016 - 08.2021
- Reduced operational risks while organizing data to forecast performance trends.
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.
- Increased monthly gross sales from $5000 to $30000 and exceeded goals for sales, revenue and profit margins.
- Evaluated employee performance on a weekly basis and coached / trained a team of 15-25, to increase quality of work to achieve greater customer satisfaction.
- Provided coaching and career development for across multiple shifts to a floor of 250+ support representatives.
- Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Effective performance data analysis utilizing Salesforce and Excel reporting and effectively communicating business trends at executive level.
- Managed and held agents accountable to KPI, SLA and customer service standards of the company to ensure positively impactful customer interactions.
Frontline Web Advisor
HostGator
Houston, TX
03.2015 - 10.2016
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Integrated Salesforce CRM and other customer relationship management software into support operations.
- Evaluated and responded to incoming sales leads and requests for technical support assistance.
- Provided linux support for HTML / CSS / wordpress / server related issues.
IT Assistant Manager
Powerhouse Enterprises
San Antonio, TX
02.2010 - 02.2015
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
- Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
- Investigated and corrected problems with printers, copiers and other peripheral devices.
- Set up hardware and software in optimal configurations to meet network performance requirements.
- Helped streamline repair processes and update procedures for support action consistency.
Education
Associate of Science - Computer Engineering
Houston Community College
Houston, TX 02.2005 - 07.2007
GED -
Windfern High School
Houston, TX 02.2005 - 02.2005
Skills
Quality assurance
Software
Google Sheets
Excel
Powerpoint
Google Docs
Ticket Management Systems
Office 365
Windows 10
Linux Distributions
Timeline
Technical Support Representative
InMotion Hosting
08.2022 - Current
Customer Support Team Manager
Hostgator
10.2016 - 08.2021
Frontline Web Advisor
HostGator
03.2015 - 10.2016
IT Assistant Manager
Powerhouse Enterprises
02.2010 - 02.2015
Associate of Science - Computer Engineering
Houston Community College
02.2005 - 07.2007
GED -
Windfern High School
02.2005 - 02.2005
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