Chuck Hill

Support Engineer

Outreach

Feb 2022 - Current (4 years 3 months)

• Troubleshoot CRM (Salesforce) related issues such as configurations and implementation failures Maintained a 95% percentile for customer satisfaction score within 18 months, showcasing • exceptional customer satisfaction and loyalty. • Achieved a 70% improvement in ticket intake rate within 6 months, leading to enhanced team productivity and reduced backlog. • Sustained 98% Service Level Availability, resulting in consistent and reliable support for clients and improved customer satisfaction. • Subject Matter Expert for Forecasting/Analytics reduced customer support tickets by 10% through proactive troubleshooting, leading to improved customer satisfaction and retention.

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Product Support Specialist

Kbx

Jul 2021 - Jan 2022 (7 months)

• Increased knowledge base by producing 24 articles with a 3-month rolling period, resulting in improved customer self-service and reduced support ticket volume. • Liaison between end-users and other internal work-groups, including Architecture, Cloud, etc • Conducted SQL script operations to pull 700+ data records, contributing to a 25% decrease in average ticket resolution time and improved support effectiveness. • Identified and resolved X API call issues using Postman, leading to a 5% decrease in customer reported errors and improving overall product reliability.

Product Support Specialist

Aderant

Sep 2019 - Jun 2021 (1 year 10 months)

• Evaluate failures, bugs, systemic problems, and hardware and report on necessary steps • Exceeded average by handling 8 to 10 tickets per 24 business hours, ensuring timely issue resolution and customer delight. • Increased efficiency by 30% through proficient tool utilization, resulting in faster issue resolution and improved customer satisfaction. • Increase service level availability by 20% within 12 months. • Resolved an average of 10 customer inquiries per day, achieving a 95% customer satisfaction rating, leading to increased customer loyalty and retention.

Technical Support Representative

Verizon

Jul 2006 - Aug 2019 (13 years 2 months)

• ◦ Deliver expertise in business and technical operations to successfully carry out initiatives in line with strategic objectives • Consistently achieved a 90% customer satisfaction rating over a 13-year period, leading to increased customer loyalty and retention. • Maintained a 95% customer satisfaction rate from 2016 to 2019, resulting in increased customer loyalty and retention. • the 3rd Quarter of (98% percentile)

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Star Technical Support Rep

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