Jimmy Byrne

• Collaborated with analysts to address customer support issues, prioritizing customer service and timely resolution. • Provided constructive feedback to analysts, with the objective of enhancing their skills and meeting department standards. • Responded to high-severity issues and escalations, consistently exceeding customer expectations. • Developed comprehensive documentation that was well-organized and detail-oriented, including relevant resolution steps and internal/external communication. • Served as a subject matter expert for customer support requests and provided troubleshooting guidance. • Produced module-specific documentation to improve department knowledge and enhance support issue resolution. • Served as a department resource and subject matter expert in customer-facing training sessions.

• Develop team members to build functional expertise, communication skills, and effective client interactions. • Serve as an escalation point for issues, removing obstacles for the team as necessary. • Execute on team strategy, ensuring projects are completed within scope, time, cost, and quality. • Define and maintain team processes and procedures, identifying opportunities for process improvement and advocating for change. • Manage and lead the direction of executing department benchmarks, protocols, and objectives. • Evaluate employee and team performance against quality metrics, providing feedback and coaching for growth. • Perform all HR-related managerial functions, including hiring, compensation management, employment relations, and termination of employees. • Provide backup and emergency support to ensure customer and partner satisfaction, including technical issue escalation. • Deliver constructive feedback to other departments to improve their ability to deliver on the corporate mission of enhancing organizational efficiency. • Utilize metrics to understand department productivity and manage the team for continuous improvement. • Participate in partner and customer discussions to enhance support delivery experience.