William Gentry
Washington,DC
Summary
Driven Customer Support Manager with seven years experience as primary point of escalation for high-level client questions, needs, wants and complaints. Passionate about delivering superior interactions with customers by hearing issues, requirements and requests to provide first-class customized solutions. Dedicated to identifying trends by analyzing customer data to develop rapid solutions.
Overview
9
9
years of professional experience
Work History
Director of Staffing & Customer Support
WHITE HOUSE SITUATION ROOM
01.2019 - Current
- Enhanced organization reputation by implementing strategic staffing solutions that attracted top talent from federal agencies and private sector industries.
- Oversaw the development and implementation of VIP customer support, standard operating procedures, and training regiments
- Supervised five 24-hour customer support teams for the President of the United States and senior staff.
- Collaborated with cross-functional teams to identify areas of opportunity for product enhancements based on customer feedback.
- Primary point of contact for VIP customer inquiries.
Customer Support Manager
WHITE HOUSE SITUATION ROOM
01.2018 - 01.2019
- Managed one of five customer support teams for the President, Vice President, and other senior White House Staff
- Streamlined the customer support process for faster resolution times and improved customer experience.
- Collaborated with other teams to identify process enhancements to reduce inconsistencies and drive improvements to support ongoing customer success.
- Led efforts in revising internal documentation procedures which resulted in more accurate records of customer interactions.
Customer Support Team Member
WHITE HOUSE SITUATION ROOM
07.2017 - 01.2018
- Provided IT customer support for the President and senior White House staff.
- Interfaced with customers to gather information about advanced technical support issues, and managed efforts to evaluate, identify, and service systems to restore proper functionality.
- Assisted in aligning technical support processes to best practices and service-level agreements.
Operations Specialist
UNITED STATES COAST GUARD
01.2015 - 01.2017
- Coordinated search and rescue efforts and provided operational continuity for multiple federal, state, and local agencies covering over 500 miles of coastline
- Integrated daily operations of multiple Coast Guard departments providing 24-hour command, control, and coordination for marine safety, security, and environmental protection efforts in the Tampa Bay area.
Education
Bachelor of Science - Public Administration
SOUTHERN NEW HAMPSHIRE UNIVERSITY
01.2020
Skills
- Customer Relations
- Escalation Handling
- Training and coaching
- Schedule Management
- Time Management
- Attention to Detail
- Planning and Prioritization
- Staff Management
Timeline
Director of Staffing & Customer Support
WHITE HOUSE SITUATION ROOM
01.2019 - Current
Customer Support Manager
WHITE HOUSE SITUATION ROOM
01.2018 - 01.2019
Customer Support Team Member
WHITE HOUSE SITUATION ROOM
07.2017 - 01.2018
Operations Specialist
UNITED STATES COAST GUARD
01.2015 - 01.2017
Bachelor of Science - Public Administration
SOUTHERN NEW HAMPSHIRE UNIVERSITY
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