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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.
Company Description
SaaS Platform for tracking sales and marketing
  • 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.
Company Description
VENTURI is an upcoming space adventure from Negative Zero studios. Assisted with script writing, story overviews, game design documentation, world building and concept/map art to assist development team. Project is currently ongoing.
Company website
http://negativezeroinc.com/

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.
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Resume created on DoYouBuzz