John Lobe
Uxbridge,MA
Summary
Technical Support Engineer with the Global Inbound Support Team. Excelling in customer-oriented solutions and collaborative process improvements. Proficient in Excel and Salesforce, I worked with a team of 12 as a Quality Coach, enhancing communication and driving compliance through regular audits and root cause analysis, resulting in significant operational efficiencies.
Overview
6
6
years of professional experience
Work History
Technical Support Engineer 2
Dell Technologies
05.2019 - Current
- SME and inbound support specialist for Dell's Enterprise Support and Legacy EMC High End Storage software and hardware systems.
- Weekly collaboration with Leadership for process development through feedback and changes.
- Cross collaboration through other inbound support group teams.
- Assisted in the offload of the Unisys B2B process from the team.
Quality Coach
Dell Technologies
11.2022 - 04.2024
- Tracked Metric KPIs, developed and provided necessary feedback to a team of 12 agents.
- Created PowerPoints and led team meetings providing feedback and encouraging team-wide communication for continuous improvement.
- Root Cause analysis for repeat dispatches on customer's field work orders.
- Conducted regular audits to ensure compliance with industry standards and best practices.
- Consistently held a 90-95% CSAT rating quarter to quarter and worked to minimize repeat dispatches.
Education
Associate of General Studies -
Quinsigamond Community College
Worcester, MA05-2018
Skills
- Work Oriented
- Customer Oriented
- Proficient in Excel and Salesforce platform
- Collaborative
- Experience using OEP, SFDC, PowerBI, EDM
Timeline
Quality Coach
Dell Technologies
11.2022 - 04.2024
Technical Support Engineer 2
Dell Technologies
05.2019 - Current
Associate of General Studies -
Quinsigamond Community College