Ray Bourcier

All skills below are in addition to those listed under Technical Support Manager after being promoted.

• Develop and revamp on the fly onboarding training of agents to learn new areas of client responsibilities outside of agent comfort zones.
• Learn new tools and processes to better assist agents and clients while identifying new areas for improvements.
• Optimized technical and non-technical workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
• Reduce costs while ensuring clients still received world class support at "gold level" expectations.

• Analyze customer feedback, tickets and reports to identify trends and areas for improvement, driving continuous adoption and enhancement of services provided.
• Evaluated areas of weakness in agents knowledge, positional challenges, customer journey, and application shortcomings in order to build action plans for improvement.
• Track KPIs, conducted regular performance evaluations and coachings, identifying areas for improvement and creating targeted action plans with focus on empowering agents to become "A players" in order to help them be promoted within the company.
• Spearhead conversations with engineering and push for development of bug fixes and new features to provide clients with a better experience using voice of customers feedback.
• Established team priorities and goals, created standard operating procedures, conducting device audits, report gathering, stats collection,
• Communicate with clients and teammates using top-tier soft skills through active listening, empathy, understanding, and compassion.

• Maintained over 95% Customer Satisfaction (CSAT) rating while also providing top line damage control.
• Taking ownership of client issues and assisting in identifying solutions to restore service and functionality.
• Soft skills to reduce irate clients and friction points both in writing and phone.
• Explained technical information in clear terms to non-technical individuals to promote better understanding and empowering clients.
• Responded to support requests from end users and patiently walked individuals through basic and advanced troubleshooting tasks.
• Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
• Proactively reached out to clients informing them of potential fixes and providing clients with steps to test out nightly and beta builds in order to gather feedback for engineers.