Experiences at Safeharbor

Project Manager in charge of 3 technicians, 2 team leads and a client liaison. The project involved redesigning resolution codes used to close cases.
* Authored knowledge base documents that potentially impacted every user of the knowledge base.
* Analyzed call trends to customize support processes and procedures for specific product issues.
* 95% first call resolution on all tier 1 calls taken.
* Posted an 8 minute average call handle time.
* Trained 5 level 1 technicians.
* Acted as a resource for management to handle escalated calls.
* Analyzed and documented common issues to identify bug fixes for inclusion in upcoming service packs. This documentation was then passed onto the development team....