Summary
Overview
Work History
Education
Skills
Timeline
Generic

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, MA
05-2018

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
John Lobe