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Robert Harmon

Technical Support Professional, Operations Specialist, Customer Service Wizard

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Robert Harmon
33 years old
Portland (97233) United States (Oregon)
Contact me
Professional Status
Freelancer
Open to opportunities
About Me
I am hard working, dependable and quick to learn anything new that can be thrown at me! Just make sure it's not a heavy physical object.

Oh, I'm also pretty great with phone support, building phenomenal support staff and writing just about anything from romance books to encyclopedias. This does not include third-person summaries.
Resume created on DoYouBuzz
Experiences
  • Assisted with Emergency Roadside calls, de-escalating high-intensity situations and medical emergencies.
  • Used previous experience to help troubleshoot and triage issues for major Automotive, RV and Marine vehicles.
  • Helped members with signing up for new accounts, processing payments over the phone and finding referrals for other LOB
  • Worked specifically with outside clubs for member resolution, and to resolve outside billing disputes.
  • Consulted leadership on best practice and improving the call center productivity.
  • Lead a development team to implement new software features and integrations with other software companies. Also lead a second team to update and maintain existing inventory catalog for clients.
  • Hired additional overseas staff, along with maintaining teams in the agile development model.
  • Spoke extensively with Vendors to speak about needed features, collecting documentation and working as the point of contact for any questions or development updates.
  • Worked heavily with Support, Onboarding, Sales and Vendors to roadmap new features, gauge the needs of clients and keep tabs on existing projects.
  • Used Jira and Trello to generate tickets for development to work on.
  • Worked with QA teams to assist with testing out integrations and general features for upcoming software releases.
  • Performed training for upcoming software features with all department managers and appropriate staff members.
  • Responsible for documentation outlining new software integration functionality once project had been completed, and forwarded to all departments for training purposes.
  • Created client-facing manuals, videos and other documentation for clients just starting out using software.
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  • Helped set up a new support team from the ground up - Implemented new ticketing and analytics systems.
  • Assisted with hiring new support staff
  • Created documentation/training materials, and onboarded new team members.
  • Worked heavily with Development to implement bug fixes, along bugtesting upcoming major software updates.
  • Assisted with higher-level support for advanced customer issues, pertaining to online software support, along with basic assistance with web browsers and Windows/Mac devices.
  • Handled all inbound Customer Support via Phone, Chat and Email inquiries as the only point of contact for customers.
  • Worked with Operations, Inventory and Warehouse team to ensure the best customer experience possible.
  • Assisted with creation of sales, organizing orders via retailers on phone, chat and email tools.
  • Assisted with handling refunds via Amazon Fulfillment and BigCommerce systems.
  • Assisted with reporting on emerging issues with products/organizing existing emails and tickets
  • Helped test, implement and compare different startup systems related to customer support (Ticket systems, chat, social media tools) in a startup environment.
  • Agent Training: Handled training for new inbound agent staff, including call monitoring, interviews and SME (Subject Matter Expert) for all phone support agents.
  • Training Documents: Prepared and curated training documents and tools for agent success. Worked closely with operations staff to outline agent goals, content writing and meeting metric needs.
  • Refunds: Scheduled, organized and ran reporting for all refund requests, keeping with needed income vs expense goals set by operations.
  • Social Media: Handled all social media complaints and requests, providing customer refunds or solutions for issues/bad experiences.
  • Management: Held coachings with all agent staff to assist with any improvements in productivity.
  • Reporting: Built metric data based on agent calls, AHT data and number of refunds being processed and average waiting period per case. Moved average waiting time from 30 days to 8.
  • Handled inbound customer support calls for Divorces in US and Canada
  • Assisted with technical issues, including document downloading, browser troubleshooting and de-escalation
  • Provided non-legal advice regarding state requirements, fees, forms required and procedures required for divorce, legal separation and annulment filings.
  • Handled service pricing, reporting and other relevant data as needed. In charge of major operations and worked closely with CEO and CFO regarding new business.
  • Assisted keeping to a tight budget- Moved from a model that would only last 2 months to one that would go to 5.
  • Hired, onboarded and fully trained a small sales staff to find clients, using open source CRM sales and ticketing tools.
  • Created internal documentation for agent staff to locate clients and leads
  • Built reports in Google Spreadsheets to track agent success, budget needs and other data from ticketing systems.
  • Helped set up ticketing, chat and phone systems with online tools and finding best possible option to save company money.
  • Multiple client contacts and meetings offering services, including leading sales team.
  • Handled tickets and customer support line for a startup company that rented out LEGO pieces.
  • Reporting and writing work for internal and external purposes using Google Spreadsheets and Microsoft Excel.
  • Used JIRA to process and follow up with tickets and bugs in the system, including keeping customers in the loop for resolution.
  • Processed payments and confidential information, billing support.

Technical Support Professional II - Triage (Tier 3)

Convergys
December 2013 to July 2014
Full-time
Wilsonville
  • Part of a specialized team to help with various higher-level support for customers.

    Due to the workload involved, more details can be found below:
  • Triage Cases - Worked alongside client for Tier 3 "Triage" Escalations, which required complicated product troubleshooting, customer de-escalation and reporting new issues to the product development team for research purposes. During these cases we are in constant contact with the client for additional questions or guidance.
  • Office of the President - In cases of compensation requests or requests to speak with the CEO/VP of the client, worked closely with the client to provide support for frustrated customers, product returns and billing arrangements in special circumstances.
  • Data Services - Part of the Data Services escalation team, helping to diagnose and send damaged customer files to be manually fixed by a separate department for the client. This includes heavy documentation, coaching for agents and consulting directly between the client and the other departments that could arrange a fix for the customer.
  • Content Writing - Operated as Content/Technical Writer and wrote various Knowledge Base (KB) documentation for the product to assist agents and customers, along with identification and technical writing for known and emerging issues in software.
  • Subject Matter Expert (SME) - Provided dedicated resourcing for Tier 1 and Tier 2 agents as a Subject Matter Expert (SME) assisting agents with technical questions, de-escalation techniques and helping find knowledge base articles and documentation.
  • Reporting Analyst - Collected and built reporting based off call drivers, average handle time and other metrics to increase productivity on the call floor using Microsoft Excel and client-Provided CRM tools.

Technical Support Professional II (Tier 2)

Convergys
November 2013 to December 2013
  • Operated as Content/Technical Writer and wrote various Knowledge Base documentation for the product to assist agents and customers.
  • Handled complex accounting/troubleshooting questions and provided a fantastic experience for frustrated customers and those who had thoughts about cancelling service.
  • Exceeded KPI requirements for this level of support.
  • Technical support for the next level and for customer escalations.

Technical Support Professional II (Tier 1)

Convergys
May 2013 to October 2013
  • Exceeded KPI requirements and metrics during time at this level of support.
  • Technical Support at customer-facing level.
  • Delivered fantastic customer service and technical support skills.
  • Handled Complex call drivers and issues for popular Accounting Software.
  • Assisted with content writing to establish tone, universe and characters for a complex space video game.
  • Created concept pieces including characters, maps and areas to assist concept art team, team lead and 3D artists with modelling work.
  • Created design elements to be used on Youtube, Facebook and other social media websites.
Learn more

Technical Support Professional II (Account Specialist)

Convergys
January 2013 to May 2013
  • Handled complex customer service and billing situations.
  • Delivered excellent customer care and operated in a sales position to keep customers from cancelling services.
  • Worked in a Saves and Retention department for a major video game contract.

Owner/CEO

Harmon Productions
Since January 2006
  • Talented in Adobe Photoshop, Premiere, After Effects and AutoDesk 3DS MAX
  • Personal projects for clients to assist with branding and design.
Portfolios

Celestial Aromatherapy - Logo Design

Learn more
Skills

Magical Skills

  • Customer Service
    Expert
  • Team Building
    Advanced
  • SME (Subject Matter Expert)'ing
    Expert
  • Support Documents/Training
    Expert
  • Technical Documentation
    Expert
  • Adobe Photoshop
    Advanced
  • Microsoft Excel
    Advanced
  • Google Sheets
    Advanced

Others

  • Graphic Design
    Expert
  • Creative Writing
    Expert
  • Branding & Identity
    Advanced
  • Wizard
    Expert
  • Customer Satisfaction
    Expert
Interests

Others

  • Video Editing
  • Graphics
  • 3D Animation
  • Gaming
  • Writing
  • Various creative nonsense
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Resume created on DoYouBuzz