Will Chassaing
Product Support Team Lead
Austin,TX
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact project success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
Work History
Product Support Team Lead - Application Support
Box
Austin, TX
03.2022 - Current
- Tracked KPIs and created continuous improvement plans.
- Developed and implemented training initiatives for new hires.
- Oversaw development and implementation of improvements to support and network operations.
- Increased customer satisfaction ratings to [Number]%.
- Worked closely with management teams to plan, develop and execute strategies aligned to enablement and processes.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Senior Product Support Specialist
Box
Austin, TX
11.2019 - 03.2022
- Partnered with Box’s highest value customers to resolve technical issues and provide technical education
- Delivered multi-part series of online training for Premier Admins to build confidence and excitement in using Box
- Coordinated with Engineering to resolve Box’s mission critical bugs for our most strategic customers
- Onboarded 11 team members into the Client and Platform swarms by demonstrating technical skills and processes
- Created scaled macro-based troubleshooting and response model to increase consistency with offshore triage
- Helped reduce the Platform Swarm backlog from 100+ cases when I joined the team to none ~5 months later
- Volunteered in Cambodia with Team4Tech to deliver tech literacy education to nearly 3,000 students
- Managed and prioritized multiple projects simultaneously, worked independently and drove results.
Freelance
06.2010 - 02.2018
- Actively listened to clients and provided feedback-based adjustments and recommendations throughout the process - Used a wide variety of techniques and tools to create high-quality designs that exceeded customers’ expectations - Built relationships with clients, expanded on previous projects, and continued brand development
Education
Bachelor of Arts - Anthropology
08.2009 - 05.2013
Minors in Art History and Communication Design
Skills
Project Management
Staff education and training
Developer support
Performance improvement
Onboarding
Expectation Management
Customer Relations
Research and due diligence
Inter-department collaboration
Schedule Management
Timeline
Product Support Team Lead - Application Support - Box
03.2022 - Current
Senior Product Support Specialist - Box
11.2019 - 03.2022
Freelance -
06.2010 - 02.2018
University of North Texas - Bachelor of Arts, Anthropology
08.2009 - 05.2013