Summary
Overview
Work History
Education
Skills
Timeline

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

University of North Texas
08.2009 - 05.2013

Minors in Art History and Communication Design

Skills

Project Management

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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

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Will ChassaingProduct Support Team Lead