Whale watching
Hi, I’m
Tabor Warren
SaaS Industry Service Leader
Syracuse,UT
Summary
SaaS Industry Leader with 10 years of multidisciplinary success in technical support management, business operations, leadership development, business intelligence, and customer success. Skilled at creating collaborative environments built around strategic initiatives and priorities.
Overview
10
years of professional experience
6
years of post-secondary education
Work History
CartaSalt Lake City, UT
Delivery Manager
11.2019 - 10.2021
Job overview
- Led multiple cross functional teams within the Delivery organization that included Quality Assurance, Customer Data Quality, Launch Support, and Channel Support.
- Led and developed a team of leaders, shared best practices, provide performance feedback and coaching, and ultimately ensured each team was working together to accomplish the organization and company goals.
- Provided recommendations to leadership, product, and sales for how to to improve existing products and expand product features to ensure every customer is having a magical customer experience.
- Acted as the Business Partner to bring business knowledge into the new features and product enhancements that were needed to improve the customer experience.
- Built out the Launch Support team, self-service onboarding, structure and processes that led to an increase of go-lives by 127%.
CartaSalt Lake City, UT
Head of Channel Support
11.2018 - 11.2020
Job overview
- Oversaw Channel Services, Global Support (APAC/EMEA), hiring strategies, career development, customer routing, reporting, Knowledge Center Support (KCS), and forecasting.
- Used Objectives and Key Results (OKR) methodologies to implement new and innovative processes for continuous improvement.
- Implemented new coaching and professional development plans to increase productivity, decrease handle time, and increase retention.
CartaSalt Lake City, UT
Product Support Manager
01.2018 - 11.2018
Job overview
- Coached employees through day-to-day work and complex problems.
- Standardized team structure and processes to promote collaboration and increased performance.
- Built out a brand new team from scratch in a fast paced startup environment.
- Worked closely with other departments to ensure successful support of the Carta product.
- Implemented Service Cloud, Talkdesk, and other omnichannel vendors.
- Acted as an individual contributor to ensure the best customer experience.
RizePointSalt Lake City, UT
Senior Technical Support Manager
06.2015 - 12.2017
Job overview
- Tracked KPIs and created continuous improvement plans.
- Managed all aspects of support operations management including hiring, training, and professional development of technical support representatives.
- Reported operational metrics and took appropriate action to ensure that the support team meets/exceeds KPIs and SLAs through effective process.
- Analyzed performance metrics to determine the level of service being provided and enhanced plans to meet and exceed existing service level goals.
- Acted as the go to person for the most complex technical issues and escalations.
WayfairOgden, UT
Senior Support Manager
01.2013 - 05.2015
Job overview
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Tracked and documented metrics, and evaluated trends.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Monitored employee and customer interactions to assess quality of service.
- Identified and diminished performance gaps by coaching and supervising 20 individual contributors.
- Defined clear targets and objectives and communicated to other team members.
Education
University of UtahSalt Lake City, UT
Master of Science from Management Information Systems
06.2019 - 06.2021
University of UtahSalt Lake City, UT
Bachelor of Science from Management Information Systems
01.2015 - 06.2019
Skills
Team Building
Technical troubleshooting
Strategic planning
Budgeting
Staff Management
Interests
Spending time outdoors
Technology
Golf
Timeline
Delivery Manager
Carta
11.2019 - 10.2021
University of Utah
Master of Science from Management Information Systems
06.2019 - 06.2021
Head of Channel Support
Carta
11.2018 - 11.2020
Product Support Manager
Carta
01.2018 - 11.2018
Senior Technical Support Manager
RizePoint
06.2015 - 12.2017
University of Utah
Bachelor of Science from Management Information Systems
01.2015 - 06.2019
Senior Support Manager
Wayfair
01.2013 - 05.2015