Technical Support Engineer
Global Knowledge
Total years of experience :12 years, 4 Months
• Providing exceptional support on an international scale to key clientele, functioning in both a support and sales capacity to build strong client partnerships and increase account profitability.
• Delegating responsibilities to three people from the technical support team, managing prime projects.
• Coordinating with multiple support teams to provide quick, permanent solutions to unique problems resulting in maximum client satisfaction.
• Working closely with clients face-to-face and over the phone, efficiently answering customer queries in a timely manner and responding quickly to critical issues.
• Increasing account profitability, actively upselling and cross-selling technical training material to organizations worldwide, including U.S.A., Canada, New Zealand and Italy.
• Training the sales team in strategically developing marketing plans based on research from various consumer markets, increasing the probability of a closure by only targeting the most qualified leads.
• Chosen to lead course development projects involving intensive R&D, including product development and modifying already developed products.
• Comfortable using technologies from vendors such as Cisco, VMware, Redhat, Avaya, Google, Microsoft, etc.
• Managing key accounts and developing lasting relationships with clients which have proven to be an excellent referral source.
• Collaborating with service departments to create and implement procedures for improving customer satisfaction and loyalty.
• Developed highly successful pre-sales marketing processes and presentations on behalf of MIG for local and international clients, such as Schlumberger, American Dental Clinic and British Council.
• Analyzed and utilized statistical information and comparative analyses on MIG’s various products against its competitors to help clients understand the benefits and values of our systems.
• Directly advised clients on creating their online presence by monitoring their customers’ online activities through tools such as using website metrics to improve sales, conversion and brand accessibility.
• Recognized for drastically improving sales conversions from lead sources and helping identify lead sources through online channels.
• Identified trends in business processes to optimize sales performance and retain existing accounts.
• Accelerated the client sales cycle, promptly recording and updating gathered client information into its separate databases for post-sales analysis.
• Earned consistent commendations for going above and beyond expectations and providing outstanding service and attention to clients.
• Recognized for ability to quickly establish rapport with customers, up-sell products and establish a loyal clientele.
Completed Bachelors in Information Systems and Management with majors in E-commerce and Technology Management. This degree equipped me with skill sets involving Information Systems, Programming, Business Management, e-commerce, Search Engine Optimization, Supply Chain & Logistics, Marketing and various soft skills.