Zachary Osborn
Pleasanton,CA
Summary
Exceptional experience leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Supervisor, Product Support
Allergan Aesthetics, An AbbVie Company
02.2022 - Current
- Provide industry-leading post-sale service support for AbbVie's Allergan Aesthetics medical devices
- Manage a global team providing support to domestic and international service teams and customers in the field
- Oversee call center operations, Product Support CRM software, and case intake process
- Lead investigations into escalated technical support issues
- Develop, implement, and maintain global service training programs
- Administer and analyze cloud connectivity, troubleshoot device errors, and implement predictive diagnostics
- Implement, maintain, and improve product support policies and procedures
- Oversee Snowflake integration for reimbursement automation into Salesforce
- Manage internal B2B relations.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
Capital Technical Specialist – National Accounts
Allergan Aesthetics, An AbbVie Company
03.2019 - 02.2022
- Manage product support for Allergan's largest corporate national accounts
- Act as a consultant for executive management to practice owners regarding analytical reports, product complaints, and logistical portfolio aligning
- Provide monthly reports to head doctors, owners, and executive leadership, analyzing machine utilization data
- Lead initiatives for new product launches for major capital equipment accounts
- Conduct internal and external meetings using various platforms including Salesforce, ECC/SAP, Oracle, Analyzer tool Zora, Microsoft Office, Veeva, B1, Tableau, and Veeva
- Analyze measurement data to determine the results of product complaints
- Assist with high-dollar project implementation programs.
- Streamlined technical workflows for enhanced productivity through the implementation of automation tools.
- Improved system efficiency by optimizing software configurations and troubleshooting hardware issues.
Business Technical Support Specialist 2
Wells Fargo N.A
05.2017 - 03.2019
- Provide escalated technical support for online banking to bankers and customers
- Troubleshoot PC and Mac computers and software, including TLS security, Adobe Reader, Acrobat, and cache issues
- Work on specific projects supporting new business strategies
- Serve as a subject matter expert for all Mobile Banking for Wells Fargo Online banking users.
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Achieved high first-call resolution rates through diligent troubleshooting efforts and comprehensive product understanding.
- Identified opportunities for process optimization within the technical support department, leading to increased effectiveness and efficiency.
- Documented all client interactions thoroughly in the incident management system, allowing for efficient tracking of recurring issues and trends.
Business Technical Support Specialist 1
Wells Fargo, NA
02.2016 - 05.2017
- Support high-end customers with integrating their banking into various accounting software's.
- Reduced response time with effective communication skills, ensuring customers received prompt assistance.
- Developed comprehensive knowledge of company''s products and services to provide accurate solutions to client inquiries.
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Served as a subject matter expert within the team for specific technologies or products, sharing knowledge with colleagues when needed.
- Enhanced team productivity by streamlining troubleshooting processes for faster issue resolution.
- Documented all client interactions thoroughly in the incident management system, allowing for efficient tracking of recurring issues and trends.
Online Customer Service - Banker
Wells Fargo Bank, N.A.
07.2015 - 02.2016
- Online Customer Service – Problem Solving and Sales
- Subject Matter Expert in floor support for the Swing teams.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Streamlined service processes for quicker account opening and maintenance procedures.
- Assisted clients with account management tasks, resulting in improved financial organization.
- Established rapport with customers through personalized interactions, fostering long-term relationships.
- Educated customers on digital banking services, increasing adoption rates and overall convenience.
Education
Associate of Science - Business Administration And Management
Los Medanos College
Pittsburg, CA03.2019
Skills
- Operations Management
- Leadership Abilities
- Business Development
- Inventory Control
- Staff Management
- Data Analytics
- Process Improvement
- Strategic Planning
- Project Management
- Complex Problem-Solving
Certification
- Rising Star program certificate, Wells Fargo, Dec. 2016
- Lean Six Sigma Yellow Belt, AbbVie - Oct. 2023
- Transformational Moral Leadership Character Coaching, Vanguard XXI - Oct. 2023
References
Available upon request
Timeline
Supervisor, Product Support
Allergan Aesthetics, An AbbVie Company
02.2022 - Current
Capital Technical Specialist – National Accounts
Allergan Aesthetics, An AbbVie Company
03.2019 - 02.2022
Business Technical Support Specialist 2
Wells Fargo N.A
05.2017 - 03.2019
Business Technical Support Specialist 1
Wells Fargo, NA
02.2016 - 05.2017
Online Customer Service - Banker
Wells Fargo Bank, N.A.
07.2015 - 02.2016
Associate of Science - Business Administration And Management
Los Medanos College
- Rising Star program certificate, Wells Fargo, Dec. 2016
- Lean Six Sigma Yellow Belt, AbbVie - Oct. 2023
- Transformational Moral Leadership Character Coaching, Vanguard XXI - Oct. 2023
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