Trevor Bursach
Eagle Mountain,UT
Summary
Dynamic leader in customer support with a proven ability to drive operational efficiency and enhance team performance. Strong communication and problem-solving skills contribute to consistently high levels of customer satisfaction. Demonstrated success in managing conflict resolution and implementing process improvements that streamline operations and elevate service quality. Committed to fostering a collaborative environment that empowers teams to excel and deliver exceptional results.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Support Team Lead
Weave, Lehi
Lehi
10.2021 - Current
- Manage daily support operations for a team of 14, ensuring consistent hitting of SLAs and KPIs and career growth. This led to customer wait times being decreased by 50% and a continuing trend in high CSAT responses.
- Implemented strategic initiatives aimed at optimizing workflows and maximizing team productivity. This has resulted in the teams workload being reduced by an average of 75 cases.
- Coordinated cross-functional collaboration between departments to resolve complex customer issues effectively. Included working directly with engineering and product teams to resolve bugs and ensure product functionality
- Developed training programs for new hires, improving onboarding efficiency and knowledge retention.
Crew Leader
Monarch Sod, Lehi
Lehi
05.2021 - 08.2021
- Directed and motivated a team of 5 employees to achieve project timelines.
- Oversaw team performance and delivered training on streamlined techniques for rapid job completion.
- Facilitated customer satisfaction by addressing inquiries and resolving issues promptly.
Assistant Manager
Western Timber Frame, Lehi
Lehi
01.2021 - 05.2021
- Implemented effective appointment-setting techniques to maximize consultation opportunities through door-to-door sales.
- Sourced, interviewed, and selected qualified applicants to fill staffing needs.
- Coordinated with the manager and led team meetings to ensure effective information sharing and decision-making.
- Developed and implemented training for new employees, ensuring a thorough understanding of company policies and procedures.
Manager
Rodizio Grill, Provo
Provo
12.2013 - 09.2020
- Managed a team of 20 individuals, fostering a cohesive work environment and driving performance.
- Created and oversaw team scheduling processes to ensure adequate coverage and resource allocation.
- Addressed customer complaints to improve satisfaction and foster positive relationships.
- Collaborated with team members to ensure timely service and maintain quality standards during busy shifts.
Foreman
Mchale Sprinklers and Landscaping, Lehi
Lehi
05.2014 - 06.2017
- Demonstrated resilience and efficiency in fast-paced, time-sensitive situations.
- Directed team operations and facilitated training for new hires.
- Oversaw project logistics, including equipment inventory management and site scheduling, to guarantee timely completion of landscaping contracts.
Education
IOS Development
DevMountain
Lehi, UT12.2021
Spanish
Brigham Young University
Provo, UTundefined
Lehi High School
Lehi, UT01.2014
Skills
- Excellent Verbal/Written Communication Skills
- Highly Task-Oriented and Organized
- Strong Team Player
- Quick To Learn And Apply New Skills
- Hard Working And Goal Driven
- Team Management
- Escalation Handling
- Fluent in Spanish and English
Accomplishments
- Supervised team of 14 staff members in a fast paced and continuously evolving environment.
- Led initiatives to lower customer wait times, improve satisfaction, and address team headcount by combining two teams and led cross training saving the need to hire additional headcount.
- Consistently led the team to meet KPIs and effectively held one on one meetings which has resulted in a large number of employee growth and movement to higher teams.
Certification
DevMountain Graduate
Languages
English
Spanish
Timeline
Customer Support Team Lead
Weave, Lehi
10.2021 - Current
Crew Leader
Monarch Sod, Lehi
05.2021 - 08.2021
Assistant Manager
Western Timber Frame, Lehi
01.2021 - 05.2021
Foreman
Mchale Sprinklers and Landscaping, Lehi
05.2014 - 06.2017
Manager
Rodizio Grill, Provo
12.2013 - 09.2020
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Lehi High School
IOS Development
DevMountain
Spanish
Brigham Young University