Lead Technical Support AnalystLead Technical Support Analyst

Coursedog · Full-timeCoursedog · Full-timeAug 2021 - May 2023 · 1 yr 10 mosAug 2021 to May 2023 · 1 yr 10 mosRemoteRemote

•  
• ● Acted as the primary point of contact for functional and technical issues related to Coursedog products,
  providing stellar support to 150+ customers including Stanford, Duke, Columbia, CUNY, and the
  University of California.
  ● Spearheaded a process improvement initiative that reduced response times by 20%, saving over 500 man-hours annually and improving client satisfaction by 15%.
  ● Enhanced customer experience through focused training sessions, leading to smoother and more
  satisfying interactions.
  ● Mentored three new team members through their 30/60/90-day ramp-up, fostering swift integration and
  skill development.

Lead Technical Support AnalystLead Technical Support Analyst

Coursedog · Full-timeCoursedog · Full-timeAug 2021 - May 2023 · 1 yr 10 mosAug 2021 to May 2023 · 1 yr 10 mosRemoteRemote

•  
• ● Acted as the primary point of contact for functional and technical issues related to Coursedog products,
  providing stellar support to 150+ customers including Stanford, Duke, Columbia, CUNY, and the
  University of California.
  ● Spearheaded a process improvement initiative that reduced response times by 20%, saving over 500 man-hours annually and improving client satisfaction by 15%.
  ● Enhanced customer experience through focused training sessions, leading to smoother and more
  satisfying interactions.
  ● Mentored three new team members through their 30/60/90-day ramp-up, fostering swift integration and
  skill development.