Alberto Duran
San Jose
Summary
Driven Product Support Manager, Electric Vehicle & Diesel technician with a proven track record in the coach industry , enhancing customer satisfaction and product adoption through strategic planning and excellent communication. Expert in troubleshooting and analytical trend analysis, I've led teams to streamline support processes, significantly improving response times and customer feedback loop. Skilled in software devolvement and fostering team collaboration.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Product Support Manager
ABC Companies
San Jose
11.2014 - 01.2025
- Started in the company, handling morning roll-outs for Van Hool coaches. I made sure all coaches were ready for rollout at the South San Francisco location.
- Overseeing the entire customer support function related to their products, including managing a team of support specialists, resolving complex customer issues, identifying trends in support requests, and working closely with product development teams to improve product usability and address customer feedback, ultimately ensuring a high level of customer satisfaction and product adoption.
- Manage customer support channels (phone, email, chat) to ensure timely and accurate responses to customer inquiries.
- Monitor customer satisfaction levels and identify areas for improvement.
- Escalate complex issues to appropriate internal teams for resolution.
- Analyze customer feedback and identify recurring issues or trends in product usage.
- Investigate technical problems, identify root causes, and develop solutions.
- Collaborate with product development teams to prioritize bug fixes and feature enhancements based on customer feedback.
Excellent customer service skills and ability to effectively communicate with customers at all levels. - Proven experience managing a customer support team.
- Ability to troubleshoot complex technical issues and identify root causes.
- Strong analytical skills to interpret data and identify trends.
- Excellent written and verbal communication skills.
- Proficiency in CRM and ticketing system
Education
High School Diploma -
William C. Overfelt High School
San Jose, CA06-2009
Skills
- Ability to troubleshoot complex technical issues and identify root causes
- Strong analytical skills to interpret data, and identify trends
- Excellent written and verbal communication skills
- Team collaboration
- Attention to detail
- Strategic planning
- Time management
- Reliability
- Excellent communication
- CRM software
- Software Development
- Application Programming
Certification
- High voltage certified
- Cummins certificates
Timeline
Product Support Manager
ABC Companies
11.2014 - 01.2025
High School Diploma -
William C. Overfelt High School
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