Windell Austin
Omaha,NE
Summary
At Orion Advisor Technology, LLC, I excelled as a Compliance Product Support Specialist, where I leveraged my expertise in online technical support and exceptional problem-solving abilities to enhance client satisfaction. Recognized for outstanding customer service, I led the development of training materials and significantly improved support procedures, demonstrating a profound impact on team performance and client relations.
Overview
27
27
years of professional experience
Work History
Compliance Product Support Specialist
Orion Advisor Technology, LLC
Omaha, NE
09.2015 - Current
- Maintained up-to-date knowledge of company products and services by attending internal trainings.
- Developed training materials and procedures or trained users in proper use of hardware or software.
- Collaborated with professionals to provide support specifications and resources to address end-user service requests.
- Evaluated software or hardware to recommend improvements or upgrades.
- Provided timely feedback to management regarding customer service issues.
- Provided technical support to customers via phone, email and chat.
- Maintained positive working relationship with fellow staff and management.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Coordinated with third party vendors for resolution of complex technical issues.
- Created knowledge base articles for common customer inquiries.
- Managed client accounts through regular follow-up activities.
- Developed product training materials and conducted user training sessions.
- Performed root cause analysis on complex technical problems reported by customers.
- Addressed customer complaints promptly and professionally.
- Tested software applications for bugs and errors before release.
- Identified product defects and reported them to the development team for resolution.
- Recognized by management for providing exceptional customer service.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Worked effectively in team environments to make the workplace more productive.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
AT&T Client Service Manager - SW Region
West Corporation
Omaha, NE
03.1998 - 06.2015
- Led team engagement to assist cross-functional departments and achieve goals.
- Developed and managed client relationships to ensure satisfaction with services provided.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Facilitated training sessions for new staff members on the company's policies and procedures related to client service management.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Delegated work to staff, setting priorities and goals.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Evaluated employee job performance and motivated staff to improve productivity.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Conducted regular performance reviews with team members in order to identify areas for improvement.
Education
Associate of Arts -
South Puget Sound Community College
Olympia, WA06-1994
Skills
- Online Technical Support
- Issue Escalation Coordination
- Phone-Based Support Services
- Knowledge Base Management
- User Support for Applications
- CRM System Proficiency
- Event Schedule Management
- Incident Documentation
- Professional Relationship Management
- Client Satisfaction Focused
- Audience-Focused Presentation Development
- Client Relationship Development
- Customer Relationship Management
Affiliations
- Amateur Photographer
- Former Division 1 Athlete
- Youth Basketball Coach
Websites
Timeline
Compliance Product Support Specialist
Orion Advisor Technology, LLC
09.2015 - Current
AT&T Client Service Manager - SW Region
West Corporation
03.1998 - 06.2015
Associate of Arts -
South Puget Sound Community College
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