Open to opportunities

Dane Richardson

@danerichardson

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Experienced IT professional with a strong background in customer support.

Thailand

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What I'm looking for

I seek a role that values collaboration, offers growth opportunities, and challenges me.

I am an experienced and self-motivated IT professional with over nine years of diverse experience ranging from customer support to management roles. My recent positions have allowed me to develop a robust skill set that includes problem management, client support, and project management. I thrive in remote work environments and have successfully adapted to different cultural settings, particularly during my time in Thailand, where I also embraced the role of an English teacher.

In my current role as a Client Support Manager at SmartHost UK, I manage complex client queries and ensure exceptional service delivery. My ability to handle high-level escalations and my proactive approach to problem-solving have been key to my success. I have also led training initiatives to enhance the skills of my colleagues, demonstrating my commitment to continuous improvement and knowledge sharing within my teams.

Experience

Work history, roles, and key accomplishments

Current

Client Support Manager

Current

SmartHost UK

Jul 2023 - Present (1 year 11 months)

Currently managing client support for a property management company, addressing landlord queries and issues via various communication channels. Utilizes CRM tools and property management software to ensure efficient operations and client satisfaction.

Client Management CRM Communication Property Management Escalation Management Remote Work Team Collaboration

English as a Foreign Language Teacher

EFL Learning Centre

May 2023 - Aug 2023 (3 months)

Taught English to young learners and adults, focusing on language skills and cultural understanding. Developed training materials and led classes for various age groups, including Business English and IELTS preparation.

Teaching Curriculum Development Classroom Management English Language Business Training

English Teacher

Cambly

Jun 2023 - Aug 2023 (2 months)

Provided English language instruction to students globally, utilizing interactive presentations and tailored learning experiences to enhance language skills.

English Language Presentation Skills Interaction

Problem Team Manager

EMIS Health

Jul 2020 - Mar 2023 (2 years 8 months)

Led a team of 12 in managing problem resolution and escalations, promoting training and skill sharing to enhance team performance and compliance with KPIs.

Team Leadership Training KPIs Process Improvement Communication Remote Management

Software Delivery Manager

EMIS Health

Mar 2023 - Feb 2023 (-1 years 11 months)

Managed multiple software releases, ensuring timely completion and addressing potential issues. Collaborated with cross-functional teams to scope and prioritize project deliverables.

Project Management Software Development Release Management Technical Documentation Team Collaboration Problem Solving

Problem Analyst

EMIS Health

Sep 2018 - Jul 2020 (1 year 10 months)

Conducted training sessions and provided guidance for incident investigations. Utilized SQL and C# for database interrogation and root cause analysis.

SQL C++Problem Analysis Training Incident Management Root Cause Analysis Documentation

2nd Line Analyst

EMIS Health

Jun 2017 - Sep 2018 (1 year 3 months)

Managed individual workload effectively while providing excellent customer service during incident investigations. Created SQL scripts to assist in data retrieval for problem resolution.

Customer Service SQL Investigation Time Management Communication