Ned Prickett

- Managed support team of 24 agents with offices in both Boston and Seattle - Managed hiring, training and staffing for department - Handled 13,000 inbound support calls and 3,000 support tickets a month - Maintained 98% customer satisfaction rate despite record call and ticket growth (30% average month to month growth year over year) - Created new growth plan for agents to reward them for the progress they make throughout the first year on the job to increase eNPS - Optimized new agent onboarding and training to get new hires on the phones quicker (decreased time from four to two weeks) - Identified and implemented new phone system for both customer service and sales (Incontact) - Managed and maintained department’s CRM (Zendesk) with a focus on optimizing agent workflows

Responsible for departmental reporting and process improvements, new agent training and QA -Worked with business systems to get key data points for customer care into the company’s business intelligence platform (Domo) to give company greater visibility into departmental performance -Created scorecards to track agent KPIs to give them more visibility into their performance -Created an ‘all hands’ program designed to get leads and managers on the phones during peak times to help bring down customer wait times- brought wait times down 50% during peak hours with program -Managed all technology used by the department (Zendesk and 8x8 phone system) -oversaw redesign and launch of new help center to improve self service experience for customers Managed team responsible for training and implementation needs For Buildium’s highest paying new customers -Created and piloted onboarding program for new, high value customers -Managed team of 5 onboarding specialists -Combined data implementation with training calls designed to get customers through the major work flows in their first 30 days with the software

Managed a team of 10 agents - Planned and oversaw expansion of service hours from 5pm to 8pm Eastern - Developed training programs for new hires/current team members - Handled escalated issues daily (From customer complaints to accounting issues) - Conducted quality evaluations and met bi-weekly with agents to discuss their progress

Served as first line of support for customers/sales prospects. Learned the Buildium product backwards and forwards - Handled inbound support volume via phone calls and tickets - Helped develop and execute training for new hires - Assisted in product training for designers/developers - Helped develop/implement quality evaluation program - Handled scheduling for and conducted one on one customer training for major accounting/product issues

Taught reading classes as part of IRD’s summer reading programs in South Carolina. Responsible for mastering curriculum for 7 class levels covering grades K-12 plus a class for adults. Worked with students and parents to meet course and individual goals.

Received inbound leasing calls for apartment communities from around the country. I was responsible for selling callers on the community features and scheduling property visits for potential residents to meet with onsite staff and tour the community.

wrote reviews of films and TV shows as well as features on actors, directors, and writers. Covered the 2010 Sundance Film Festival.