James McKay
Support Manager
Summary
Proven leader in customer management and support, excelling at Metaswitch Networks with exceptional skills in problem-solving and inter-department collaboration. Enhanced customer satisfaction and team performance through innovative process improvements and effective mentoring, contributing to exceeding SLA targets. Demonstrates adaptability and a results-driven approach, ensuring high-quality customer relationships and operational excellence.
Overview
7
7
years of professional experience
Work History
Customer Manager
Microsoft - Azure For Operators
06.2022 - Current
- Developed and implemented customer service policies and procedures.
- Improved customer satisfaction by addressing and resolving complaints promptly and professionally.
- Developed strong relationships with clients through consistent communication and proactive problemsolving.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Streamlined customer service processes to reduce response times and increase efficiency.
- Played a key role in winning several major contracts through exceptional relationship management skills and a deep understanding of client needs.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Managed customer relations on ongoing basis to maximize customer retention.
Support Manager
Microsoft - Azure For Operators
03.2021 - 06.2022
- Managed specialist team to provide technical assistance and customer service.
- Coached employees through day-to-day work and complex problems.
- Provided technical support to customers, troubleshooting technical issues and providing solutions.
- Implemented performance metrics, resulting in continuous improvement of the support team''s capabilities.
- Created detailed reports on team performance, identifying areas of strength as well as opportunities for improvement.
- Managed daily operations to ensure smooth functioning of the support department.
- Monitored customer service metrics and provided feedback to team members, upholding quality standards.
- Conducted regular performance reviews, providing constructive feedback and guidance for professional development.
- Analyzed customer service data to identify trends, identify solutions and improve customer experience.
Support Manager
Metaswitch Networks
04.2019 - 03.2021
- Managed specialist team to provide technical assistance and customer service.
- Coached employees through day-to-day work and complex problems.
- Provided technical support to customers, troubleshooting technical issues and providing solutions.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Reduced customer complaints by implementing proactive troubleshooting strategies and preventive measures.
- Implemented performance metrics, resulting in continuous improvement of the support team's capabilities.
- Monitored employee and customer interactions to assess quality of service.
- Prepared employee schedules for maximum coverage during key hours.
- Collaborated with cross-functional teams for successful product launches and seamless integration of new features.
- Mentored junior staff members, providing guidance and coaching to enhance their skillsets and career progression potential.
- Coordinated onboarding activities for new hires, facilitating seamless integration into the existing support team structure.
Customer Support Engineer
Metaswitch Networks
01.2017 - 04.2019
- Acted as a liaison between customers and internal teams to ensure seamless handover during escalation or project-related support, ensuring customer satisfaction at all times.
- Answered incoming support inquiries via chat, phone and email.
- Contributed significantly to exceeding SLA targets consistently while maintaining high-quality service standards.
- Managed critical incidents effectively by coordinating with relevant stakeholders and providing timely updates to affected customers.
- Established a knowledge base of common issues, enabling faster resolutions and empowering customers with self-help resources.
- Maintained strong relationships with clients by consistently delivering timely, professional, and empathetic support services.
- Explained complex technology-related issues in understandable terms to customers.
Education
Bachelor of Science - Mathematics
Queen's University Belfast
Belfast 04.2001 -
PGCE - Mathematics Teacher Education, United Kingdom
Queen's University Belfast
Belfast 04.2001 -
Skills
Training and mentoring
Inter-department collaboration
Teamwork and Collaboration
Account Updates
Problem-Solving
Time Management
Multitasking
Team Leadership
Excellent Communication
Decision-Making
Adaptability and Flexibility
Customer Relationship Management
Process Improvement
Performance Tracking and Evaluation
Onboarding and Orientation
Customer Relations
Timeline
Customer Manager
Microsoft - Azure For Operators
06.2022 - Current
Support Manager
Microsoft - Azure For Operators
03.2021 - 06.2022
Support Manager
Metaswitch Networks
04.2019 - 03.2021
Customer Support Engineer
Metaswitch Networks
01.2017 - 04.2019
Bachelor of Science - Mathematics
Queen's University Belfast
04.2001 -
PGCE - Mathematics Teacher Education, United Kingdom
Queen's University Belfast
04.2001 -