Summary
Overview
Work History
Skills
Timeline
Generic

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
07.2022 - 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
12.2019 - 07.2022
  • 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
06.2018 - 12.2019
  • 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
02.2017 - 06.2018
  • 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.
01.2014 - 02.2017
  • 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
07.2022 - Current

Team Lead

UKG
12.2019 - 07.2022

Technical Support Engineer

UKG
06.2018 - 12.2019

Business Support Specialist

Comcast Business
02.2017 - 06.2018

Expert/Mentor

Apple Inc.
01.2014 - 02.2017

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Thomas Lanza