P

Patrick Tasa

About

Detail

Oregon, United States

Timeline

work
Job

Résumé

Jobs verified_user 0% verified
  • U
    Inside Sales Support Specialist
    UBlockout
    Aug 2024 - Current (2 years)
    • Fielding and returning inbound calls, chats, and emails with a focus on sales and support. • Meeting with customers over Zoom to take accurate measurements and troubleshoot product issues. • Demonstrating subject matter expertise over all products and services offered by UBlockout. • Responsible for $350k in sales, and counting!
  • C
    IT User Support Technician
    Crook County
    Jan 2024 - Aug 2024 (8 months)
    • Providing technical support to 150+ employees throughout Crook County. • Diagnosing and resolving technical issues with Windows PCs, printers, cell phones, and county software. • Documenting and improving processes to assist with the transition to a Managed Service Provider.
  • Aduro
    Senior Member Experience Manager
    Aduro
    Nov 2018 - May 2022 (3 years 7 months)
    • Managed 5 direct reports across 4 teams, including one overseas, for a diverse department of 27 people. • Increased Customer Satisfaction (CSAT) by 19% using MaestroQA for quality assurance and agent feedback. • Reduced ticket volume 14% by creating client specific help centers to provide up-to-date documentation. • Reduced escalations from Client Experience by 37% by taking a proactive approach to issue communications. • Reduced Resolution Time of escalations by 4 days by hiring an Escalation Manager and redefining business processes. • Improved Average Handle Time (AHT) by 3 minutes by meeting with Product & Engineering to refine troubleshooting. • Owned all aspects of Zendesk administration, maintaining and creating reporting to
  • Plugable
    Product Owner
    Plugable
    Aug 2017 - Mar 2018 (8 months)
    • Providing technical support for docking stations, USB hubs, and other PC peripherals. • Working with manufacturers to resolve issues, provide feedback, and improve products. • Managing product listings, blog posts, community engagement, and all aspects related to my products. • Performing market research on trends to identify potential for new product offerings.
  • H
    Vive Senior Support Engineer
    HTC America
    Nov 2016 - Jun 2017 (8 months)
    • Final escalation point for any issue with the Vive product suite for end-users, developers, retailers, and other partners. • Hired and managed a team of 4 Support Engineers to support PC room-scale virtual reality. • Traveled to events to provide on-site support and training for Brand Ambassadors. • Maintained a 95% Service Level (SLA) for First-Reply Time (FRT) through volume trending and staffing analysis. • Reduced headset repairs 34% through changes to production, fully eliminating the top 3 repair reasons.
  • T
    Technical Support Operations Manager
    Jun 2014 - Nov 2016 (2 years 6 months)
    • Managed the daily operations of 4 contact center locations between 2 BPO partners. • Created a queryable database of ticket data to perform trend analysis and better identify emerging issues. • Reduced ticket volume by 13% by updating self-help documentation and ensuring its accuracy. • Created a new method of providing quality assurance feedback to agents and increased quality scores 25%. • Reduced full resolution time of escalations by one week through proactive information gathering and documentation.