Technical Team Manager @ Rackspace — Will West

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Experiences

Reduced recruitment pre-screening costs by 50%
Implemented new global internal promotion process
Ensure Fanatical Support quality is maintained
Drive process improvement and increase efficiency
Review and update tools to improve staff experience (thus improving customer experience)
Use KPIs to track quality, workload, common issues, and identify training requirements
Organise team-building events
Contribute to the infamous Rackspace culture