troy stephens

Support International LLC is a Contact Center specializing in Law firm, and Medical Practices. We also offer a wide variety of answering services for any business that needs Customer Service, Technical Support, Virtual Receptionist or Full 24/7 coverage. This business was started and Sold. I then took a position in Florida

* Evaluating, implementing, and administering Technical Support and Customer Support processes, procedures, policies, training, and support technologies in their entirety for the company. * Overseeing the development and implementation of Customer Support tools, materials and procedures for all Technical Operations. * Responsible for all Technical Staff life-cycle, * Overseeing the development of new departments, responsible for a 25% total yearly revenue increase. * Designed and implemented company and departmental training material * Strategically developed, researched, planned, and implemented all new In-house Technology changes. * Created,and maintained all departmental budgets. * Responsible for all System Administration and System Engineers Staff * Responsible for all Network Engineers and Internal IT staff * Responsible for all Technical Support Staff * Responsible for all Customer Support Staff

* Evaluating, implementing, and administering customer support processes, procedures, policies, training, and support technologies in all aspects and in their entirety for the company. * Overseeing the development and implementation of support tools, materials and procedures for customer support operations. * Providing guidance, direction and feedback in the form of support metrics for CRM tools that provide management statistics as possible. * Creating baseline specs for support tools application use and providing feedback for development and deployment. * Overseeing and managing all areas of customer support process, policy and training. * Providing leadership, mentoring, and coaching for future customer service staff. * Executing reviews of all associated processes and providing performance reports to the executive team to ensure that the highest quality customer service possible is achieved.

* Provides a ground-breaking electronic inspection, tracking, and management solution for fleet operations. * Utilize industry expertise, regulatory knowledge, technical capability, and product deployment for a wide range of customers, including commercial and private trucking, pupil transportation, municipal fleets, aggregate haulers, waste operations, utilities, and construction. * Responsible for entire East Coast Customer Support operations. * Scheduled and provided on-site training and troubleshooting to ensure safety, compliance, and efficiency, delivering savings through increased driver and technician productivity. * Providing support to make it easier for clients to focus on finding and repairing vehicle and equipment defects, and tracking vehicle and operator activities. * Managed an account base with over $4 million assets in multiple states and countries. * Expense balancing reporting, Planning, booking and coordinating weekly/monthly business travel for entire office.

* Providing hosting solutions to thousands of business and personal web sites that allowed individuals and businesses to receive high powered hosting packages. * Responsible for managing a team answering all support queues: Phones, Emails, Live Messenger. Maintained the highest answer rate of over 97%. * Addressed all customer escalated issues with level 3 support and System Administrators. * Provided nightly web-server maintenance reports to CEO. * Monitoring, Motivating, Developing a Support Staff that set and maintained all corporate support goals. * Conducted staff meeting to set/create daily goals and behaviors as well as weekly Management meetings.

* Managed the Technical Support and Customer Service department with over 30 Employees. * Helped developed company training Policies/Material, for both Customer Support and Customer Service Departments. * Handled account cancellations requests, BBB complaints, and prepared weekly revenue Loss/Gain reports. * Recruited/Hired/Trained new Customer Service/Help Desk employees through telephone and face to face interviews. * Conducted analysis of recorded calls to create training material and support documentation, for entire company. * Handled all BBB complaints and Cancellation requests with an 90% retention rate on all requested cancellation.

* Evaluation of Process and procedures for all Customer Service, Service Technicians, Dispatch, Technical support, and inside sales. * Managed all post-sale support, and account management for AMP clients, and sales reps. * Create, Enhance, and update all departmental processes * Create inside sales process and outbound customer service reach * Established all new hire training and training program for continued education for all team members * Established all Departmental metrics for progress, budget creation, and training. * Worked with all other departments to help create a central communication process and well and embody a Customer Service driven culture. * Influenced Executive team, and internal stakeholders to update and revamp Internal CRM to be more Customer Service oriented.

Currently enrolled Final year."]