Open to opportunities

Dennis Murray

@dennismurray

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Experienced SaaS Customer Support Specialist with a passion for excellence.

United States

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What I'm looking for

I am looking for a role that values customer experience and offers opportunities for professional growth.

With over six years of experience in SaaS customer support, I have honed my skills in delivering high-impact technical assistance and ensuring exceptional customer experiences. My journey has been marked by a proven ability to reduce ticket volume, improve customer satisfaction scores, and collaborate effectively across teams to streamline support processes. I am adept at utilizing tools such as Zendesk, Salesforce, and Jira, and I possess a strong understanding of API integrations and documentation management.

In my current role as a Technical Support Specialist at Incentivio, I resolve complex technical issues for clients while developing SQL queries to analyze customer data. My previous positions have allowed me to lead client training sessions, create self-service documentation, and mentor team members, all of which have contributed to significant improvements in customer onboarding and support efficiency. I am passionate about leveraging my expertise to enhance customer experiences in fast-paced, tech-driven environments.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Specialist

Current

Incentivio

Dec 2023 - Present (1 year 6 months)

Resolved complex technical issues for SaaS clients via phone and email, ensuring high customer satisfaction. Developed SQL queries to extract and analyze customer data, aiding in campaign performance evaluation. Led client training sessions on platform optimization and marketing strategy enhancement.

SQL Customer Support Technical Support Customer Training Documentation Management

Customer Support Specialist

Wingspan

Mar 2023 - Present (2 years 3 months)

Reduced average ticket handle time by 30% while boosting CSAT by 25% and cutting SLA breaches by 70%. Created self-service documentation and improved help center content, reducing article count by 30%. Partnered with product and engineering to resolve complex issues requiring cross-functional collaboration.

Customer Support CSAT SLA Management Documentation Cross Functional Collaboration

Senior Customer Support Specialist

Bbot

Mar 2021 - Present (4 years 3 months)

Served as an escalation point for high-complexity technical support cases requiring deep product expertise. Mentored team members and improved training processes, enhancing team performance. Owned internal knowledge base operations, ensuring up-to-date documentation for staff and clients.

Technical Support Mentoring Hiring

Client Relationship Specialist

Ameriflex Insurance

Jun 2020 - Present (5 years)

Consulted with brokers and employers on COBRA processes, ensuring DOL compliance. Led training sessions for clients on multiple platform functionalities. Used Zendesk to address escalated service issues including EDI integrations and billing resolution.

Client Relationship Management Training Zendesk

SMB Territory Account Executive

Toast

Apr 2019 - Present (6 years 2 months)

Generated $1M+ ARR in a new market; signed 20+ new clients in under 12 months. Applied challenger sales methodology to deliver custom SaaS solutions to restaurants. Collaborated across departments for seamless onboarding and customer retention.

Account Management Sales SaaS Challenger Sales Salesforce