Kevin Ianetta
Salem,NH
Summary
Encouraging Senior Manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to impact company success positively.
Overview
14
14
years of professional experience
Work History
Sr. Manager, Product Support
Lexia Learning
04.2017 - Current
- Provide strong leadership to enhance team productivity and morale.
- Successfully manage Tier 1 and Tier 2 Product Support Teams, overseeing 38 Reps and Leaders.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Implemented and developed operational standards, policies and procedures.
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
- Developed proposals and presentations for internal and external audiences.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Maintain professional, organized, and safe environment for employees and patrons.
Tier II Tech. Support/Product Support Manager
Constant Contact
01.2012 - 01.2016
- Assist our high-end customers with both technical support, as well as marketing and design expertise concerning their marketing campaigns
- Act as the first point of contact for new customers
- Walk them through the product in great detail while establishing a strong relationship
- Design and create custom email templates specific to customer requests
- Attend weekly meetings with our developers and engineers to provide feedback from customers and to discuss potential product and feature enhancements
- Handle escalation cases concerning both customer relations and technical issues
- Manage groups of newly employed personnel during their training and act as a constant resource and mentor
- Responsible with grading their assessments and providing helpful feedback during the training process
- Train current employees on new updates and enhancements to our product
- Act as a “Listening Agent” in which new hires, potential new hires, and current employees listen in on my live and recorded interactions with our customers.
Financial Executive
DMB Financial
01.2011 - 01.2012
- Responsible for educating new prospects on our debt relief programs, conducting assessments and budget analysis for pre-qualification, as well as maintaining relationships with current clients to generate future referrals.
Sales Executive
Boston Sports Group
01.2010 - 01.2011
- Sales Executive responsible for managing small groups, handling second round interviews, as well as managing assigned territory and top office campaigns.
Education
Bachelor of Business Resource Economics -
University of Massachusetts
06.2011
Skills
- Microsoft Office Suite, CRM, SalesForce, HTML, XHTML
- Negotiation and Conflict Resolution
- Employee Coaching and Mentoring
- Data-Driven Decision-Making
- Cross-Functional Team Leadership
- Managing Operations and Efficiency
- Scheduling and Coordinating
- Performance Tracking and Evaluations
- Collaborate Cross-Functionally
- Technical Proficiency
Timeline
Sr. Manager, Product Support
Lexia Learning
04.2017 - Current
Tier II Tech. Support/Product Support Manager
Constant Contact
01.2012 - 01.2016
Financial Executive
DMB Financial
01.2011 - 01.2012
Sales Executive
Boston Sports Group
01.2010 - 01.2011
Bachelor of Business Resource Economics -
University of Massachusetts
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