Open To Work
Ty Jackson
Austin,TX
Summary
Results-driven technical leader with a strong track record of managing complex projects, optimizing operations, and delivering measurable business outcomes. Combines analytical problem-solving with sound decision-making to drive efficiency, improve performance, and support organizational growth.
Experienced in leading cross-functional teams, strengthening stakeholder relationships, and fostering high-performance cultures through targeted coaching, training, and engagement strategies. Known for aligning technical initiatives with business objectives, ensuring quality execution, and consistently meeting or exceeding performance standards.
Brings deep expertise across MedTech, FinTech, and SaaS/e-commerce environments, with advanced capabilities in troubleshooting complex systems, streamlining processes, and managing resources effectively. Adept at translating technical concepts into clear, actionable strategies for stakeholders at all levels from executive leadership to frontline teams.
Recognized for a data-informed yet people-centered approach, leveraging analytics alongside practical insight to drive continuous improvement, enhance operational resilience, and maximize organizational success
Overview
11
11
years of professional experience
Work History
Technical Supervisor, Operations
Amwell
05.2023 - Current
- Streamlined operations by implementing process improvements and automation techniques.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Drove technical initiatives for large enterprise systems to align with long-term business strategies.
- Identified value opportunities to exploit product for maximum business effectiveness.
- Advised management, business and technical staff on solutions by leveraging existing software.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for the technical support team.
- Improved knowledge management processes by streamlining workflows and implementing new software tools.
- Enhanced team efficiency through cross-training initiatives and process improvements.
- Managed multiple projects simultaneously, delivering high-quality results within tight deadlines.
- Created detailed reports to communicate team accomplishments and progress to senior leadership.
- Oversaw the development of internal knowledge repositories, ensuring easy access to critical information for all employees.
- Evaluated performance metrics to identify areas of improvement in knowledge operations processes.
- Championed change management initiatives, leading teams through successful implementation of new technologies or procedures.
- Supervised technical teams to ensure adherence to production standards and safety protocols.
- Trained and mentored junior technicians, fostering skill development and knowledge sharing.
- Implemented workflow improvements that enhanced operational efficiency across multiple projects.
- Collaborated with cross-functional teams to troubleshoot technical issues and drive timely resolutions.
- Developed training materials for new hires, streamlining onboarding processes for increased effectiveness.
- Analyzed performance data to identify trends and recommend strategic enhancements in operations.
- Led project initiatives aimed at optimizing resource allocation, resulting in improved cost management strategies.
- Spearheaded the successful completion of various projects through effective leadership, resource management, and collaboration with cross-functional teams.
- Boosted team morale and productivity levels through regular recognition of outstanding individual contributions and collaborative successes within the department.
- Played an instrumental role in the successful completion of numerous high-stakes projects, utilizing strong leadership skills to guide team members through complex challenges and deliver exceptional results.
- Formulated plans for improving procedures, training and processes.
- Increased customer satisfaction rates by promptly addressing technical issues and providing exceptional support services to clients.
Enterprise Client Support Specialist (Contract)
Indeed
03.2023 - 11.2023
- Enhanced customer satisfaction by proactively identifying and addressing potential issues within enterprise accounts.
- Implemented tailored success plans for each customer, resulting in higher product adoption rates.
- Provided comprehensive support during critical business transitions, ensuring minimal disruption to client operations.
- Developed data-driven strategies to improve customer engagement, driving positive outcomes across all touchpoints.
- Conducted regular account reviews, identifying areas of improvement and implementing action plans accordingly.
- Improved churn rates by effectively managing at-risk accounts through proactive communication and targeted interventions.
- Boosted customer retention rates through effective problem-solving and prompt communication.
- Streamlined support processes by developing and implementing new procedures for more efficient case management.
- Leveraged deep product knowledge to provide expert guidance on best practices and optimal usage patterns for clients.
- Managed key client relationships, leading to increased account retention and growth.
- Reduced response times with thorough monitoring of incoming inquiries and prioritizing urgent cases.
- Delivered impactful presentations showcasing product capabilities, aligning with specific client needs and goals.
- Maintained deep understanding of market dynamics, anticipating shifts in customer needs enabling our company to stay ahead of competitors.
- Led customer onboarding initiatives, ensuring seamless integration of services and enhancing client satisfaction.
- Developed and implemented strategies for proactive account management, driving customer retention efforts.
- Analyzed customer feedback and usage data to identify trends, informing product enhancements and service improvements.
- Collaborated with cross-functional teams to resolve complex customer issues, improving response time and service quality.
- Trained and mentored junior team members on best practices in customer relationship management and communication skills.
- Utilized CRM tools to track account health metrics, enabling targeted outreach and personalized client engagement strategies.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Conducted post-implementation follow-ups to solicit valuable feedback from customers, enabling further enhancements in service quality.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
Technical Lead
BigCommerce
10.2020 - 03.2023
- Managed a diverse portfolio of high-value accounts, ensuring consistent delivery of exceptional service levels.
- Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
- Reduced client onboarding time by developing comprehensive training materials and delivering tailored user sessions.
- Ensured seamless system integration, conducting thorough testing and troubleshooting before final deployment.
- Developed strong relationships with clients, fostering trust and confidence in the implementation process.
- Planned, designed, and scheduled phases for large projects.
- Offered input on technical and platform-related strategic planning initiatives, prioritizing overarching business goals.
- Improved project management efficiency by implementing Agile methodologies and employing effective communication strategies.
- Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
- Delivered in-depth Salesforce training, imparting knowledge of best practices for protecting data and minimizing errors.
- Investigated and addressed system issues to enhance usability and improve functionality.
- Mentored junior team members, providing educational expertise on technical concepts.
- Evaluated and adopted new technologies to address changing industry needs.
- Motivated and trained employees to maximize team productivity.
- Onboarded new users to internal systems by providing network credentialing, desktop and laptop usage and BYOD programs.
- Managed multiple integration projects simultaneously while adhering to deadlines and budget constraints.
Senior Specialist
Apple
07.2017 - 04.2020
- Provided leadership, coaching, and one on one training to 51 end user support agents within account management and fraud investigation teams.
- Provided direct support to tier II senior advocates of varied departments.
- Worked collaboratively with our department manager, onboarding, and training team to ensure continuous alignment during seasons of rapid growth and change.
- Conducted independent technical reviews of current processes and records to proactively identify and correct process and system issues.
- Audited internal resources to correct errors/inaccuracies, add/revise call flow guidelines, and cross-referencing to eliminate redundancies or contradictions.
- Compiled training materials for new employees and tracked skill development.
- Oversaw work of junior personnel, helping to motivate strong performance and improve overall knowledge with focus on mentoring and coaching.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Orchestrated team meetings, one-on-one coaching, training, and created understanding visual aids,
- Worked with management to develop strategic and tactical plans to improve knowledge transfer and cross training initiatives.
- Maintained heavy focus on encouraging growth and skill development, creating and holding team interactive empathy training sessions, and call shadowing support.
- Identified areas in need of critical improvement and implemented strategies to achieve targets.
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Led projects by coordinating schedules, organizing resources and delegating work to meet deliverable and timeline requirements.
Service Advocate II
Farmers Insurance
02.2017 - 07.2017
- State Licensed policy and billing expert
- Provide accurate and skillful interactions to support the needs and concerns of customers and off-site agents
- Provided a sincere and attentive customer experience
- Executed detailed and well-calculated adjustments to accounts
- Evaluated business and individual customer needs and financial situations to propose individualized policy recommendations.
- Assisted customers in navigating and understanding the contractual obligations of all parties included in their policy or claim.
- Educating and providing explanations of billing procedures and guidelines.
- Carried out administrative tasks such as handling policy renewals, maintaining records and collecting insurance payments.
- Calculated premiums and established payment methods.
Risk Management and Resolutions
Visa, Inc
03.2015 - 02.2017
- Assisted customers in the management and functionality of their accounts.
- Providing card program details, assessing accounts for inaccuracies, explaining balances, processing reversals, reviewing accounts, and managing checks.
- Developed short-term goals and long-term strategic plans to improve risk control and mitigation.
- Provide navigational instructions on web and mobile banking application usage.
- Assisted with Safety Risk Management (SRM) process.
- Conducted risk assessments to provide customers with a further sense of security when navigating web purchases and mobile payment processing.
- Analyzing credit/debit card accounts to determine whether the risk of fraudulent activity is present, articulating and executing proper procedures to secure client accounts.
- Providing senior account analysts with comprehensive and accurate documentation.
- Supported all departments as a stand-in lead to de-escalate calls and respond to time-sensitive business inquiries.
- Handling escalated calls, assisting colleagues with challenging accounts or scenarios, providing input on future/recent policy or procedural modifications, and providing support to new hires.
- Pioneered and facilitated in special projects to enhance previous training material and implementation of new products and procedures.
- Participated in company progression groups designed to test and evaluate training methods/practices currently in place
- Provided self-created de-escalation and client relations verbiage training to tenured and incoming colleagues to provide assistance in using empathetic and sincere language.
Education
Some College (No Degree) - Computer Science
Austin Community College
Austin, TXMedical Microbiology And Bacteriology
Blinn College
Brenham, TXHigh School Diploma -
Manor Excel High School
Manor, TX05.2011
Skills
- Team Management
- Operations Management
- SOP Creation and Metric Adaptation
- Service Level Agreements
- Quality Auditing
- Claim Examination
- Extensive HIPPA/PHI/PII knowledge
- Learning Strategies/Technical Instruction
- Data/Ticket Entry
- Risk Analyst
- Workforce Scheduling/Forecasting
- Curriculum Planning and Implementation
- Well versed in medical terminology
- Fraud Investigation
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software/platform expertise
- Zendesk
- SalesForce
- Confluence/Wiki
- Guru
- Jira
- Looker
- Slack
- IOS and Mac OS
- Microsoft Suite
- Google Suite
- Workday
- ADP
- Kronos
- Workspace
Timeline
Technical Supervisor, Operations
Amwell
05.2023 - Current
Enterprise Client Support Specialist (Contract)
Indeed
03.2023 - 11.2023
Technical Lead
BigCommerce
10.2020 - 03.2023
Senior Specialist
Apple
07.2017 - 04.2020
Service Advocate II
Farmers Insurance
02.2017 - 07.2017
Risk Management and Resolutions
Visa, Inc
03.2015 - 02.2017
Some College (No Degree) - Computer Science
Austin Community College
Medical Microbiology And Bacteriology
Blinn College
High School Diploma -
Manor Excel High School