Thomas Lanza
Hudson,NH
Summary
Results-driven Product Support Manager with over 9 years of experience in technical support, team leadership, customer relationship management, and cross-functional collaboration. Proven ability to mentor and develop high-performing teams, drive customer satisfaction, and contribute to product development. Seeking a leadership role to leverage a deep understanding of customer support processes, technology solutions, and business strategies.
Overview
10
10
years of professional experience
Work History
Associate Manzager
UKG
2022.07 - Current
- Lead a high-performing team of product support specialists, achieving exceptional service.
- Implement strategies for customer service improvement, including data analysis and training.
- Collaborate with Product and Engineering, streamlining support and enhancing product functionality.
- Coach team members, aligning individual goals with organizational priorities.
Team Lead
UKG
2019.12 - 2022.07
- Implemented support strategies and managed task assignments to meet project goals.
- Revamped the entire onboarding process, streamlining training and integration for new hires.
- Mentored and coached team members, creating a highly motivated support team.
- Developed technical standards and documentation to streamline support processes.
Technical Support Engineer
UKG
2018.06 - 2019.12
- Delivered exceptional technical support to clients globally, resolving complex issues.
- Utilized remote desktop software and UKG ticket system for efficient client support.
- Collaborated with departments like QA to resolve issues and enhance product functionality.
Business Support Specialist
Comcast Business
2017.02 - 2018.06
- Provided tier 1 technical support to enterprise customers, diagnosing network issues.
- Assumed ownership of customer care issues, ensuring accuracy and on-time resolution.
- Recommended process improvements, contributing to operational efficiency.
Expert/Mentor
Apple Inc.
2014.01 - 2017.02
- Led sales and product knowledge initiatives, creating training courses for Apple Watch launch.
- Inspired team members through approachability and action, exceeding performance goals.
Skills
- Team Leadership and Coaching
- Agile Methodologies and Practices
- Client Relationship Management
- Performance Monitoring and Reporting
- Escalation Management
- Training and Development
Timeline
Associate Manzager
UKG
2022.07 - Current
Team Lead
UKG
2019.12 - 2022.07
Technical Support Engineer
UKG
2018.06 - 2019.12
Business Support Specialist
Comcast Business
2017.02 - 2018.06
Expert/Mentor
Apple Inc.
2014.01 - 2017.02