Summary
Overview
Work History
Education
Skills
Timeline
OperationsManager
James McKay

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

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 -

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James McKaySupport Manager