Open to opportunities

Eric Zehner

@ericzehner

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Engaging Customer Support and Operations Leader with over a decade of experience.

United States

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What I'm looking for

I am looking for a role that values team collaboration and offers opportunities for professional growth.

As a dedicated Customer Support and Operations Leader, I bring over a decade of experience in diverse environments, including call centers, SaaS, and healthcare. My career has been marked by a commitment to enhancing team performance and driving key performance indicators (KPIs). I excel in coaching, mentoring, and developing talent, ensuring that my teams not only meet but exceed expectations.

Throughout my career, I have successfully managed high-volume contact center operations, creating custom development plans and delivering regular coaching to improve customer satisfaction (CSAT) and reduce ticket backlogs. I have a proven track record of collaborating with stakeholders to develop growth strategies and streamline support processes, fostering a positive team culture that promotes internal collaboration and efficiency.

Experience

Work history, roles, and key accomplishments

Current

Business Consultant

Current

Amplus LLC

Jul 2024 - Present (11 months)

Provided general business consulting services to a range of clients with a focus on operational efficiency and customer engagement. Supported internal business planning, research, and process development initiatives.

Business Consulting Customer Engagement Process Development

Owner Support Supervisor

ChargePoint Inc.

May 2019 - Present (6 years 1 month)

Managed and developed a team of 15 support agents, conducting weekly 1:1s and bi-weekly team meetings to drive individual and team performance. Tracked and reported on SLA, CSAT, and resolution time KPIs, consistently meeting or exceeding targets.

Team Leadership KPIs Performance Analysis Coaching SLA CSAT

Technical Support Lead

Dexcom

Jan 2016 - Present (9 years 5 months)

Supervised a support team handling sensitive clinical device issues, ensuring compliance with regulatory and internal performance standards. Built and delivered training programs focused on troubleshooting, communication, and escalation handling.

Technical Support Training Delivery Troubleshooting Regulatory Compliance

Lead Technical/Customer Support Rep

TV Ears Inc.

Jan 2011 - Present (14 years 5 months)

Led daily operations for the customer service team, focusing on timely ticket resolution and CSAT improvement. Authored support documentation and led onboarding of new team members.

Customer Service Technical Support Ticket Resolution CSAT Documentation Onboarding