Open to opportunities

Ty Mangum

@tmangum84

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Client Service/QA Expert with strengths in team building, time management, and client experiences.

United States

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What I'm looking for

I am seeking an opportunity where I can be challenged daily as well as taught new ways to approach problems. I thrive best in a diverse work culture ranging in different backgrounds coming together for a common goal. I hope to join a team of inspiring individuals who seek to propel each other professionally.

Seasoned and qualified Supervisor with experience to create a learning environment that provides an informative, engaging, and educational atmosphere, ensuring the correct techniques and procedures are taught and performed.

Experience

Current

Junior Support Supervisor (Remote)

Current

Merciva Solutions

Sep 2020 - Present (3 years 8 months)

• Managing and monitoring compliance of the account guidelines.
• Follow up and resolve problems through diligent research, reproduction, and troubleshooting
• Accomplish department objective by managing staff, planning and evaluating department activities.
• Develop personal growth opportunities.
• Provide strategic and tactical support to resolve escalated issues from support

Management Client Success Client Services Client Meetings Team Building Team Management Team Leadership

Technical Support Junior Supervisor

Brinks Home Security

May 2018 - May 2019 (1 year)

Analyzing and processing transactions in accordance with plan provisions
• Troubleshooting and resolve escalated calls based on my knowledge of services, products, and contracts
• Ensuring customer satisfaction and strive to meet service standards
• Collaborating with management or other team members as appropriate to proactively address service issues and concerns
• Subject matter expert

Employee Supervision Technical Lead Technical Support Technical Training Technical Knowledge Technical Expertise Team Building Team Management Team Leadership Team Coordination Team Collaboration

Level II Technical Support

Presto

Jun 2019 - Sep 2020 (1 year 3 months)

• Use exemplary customer service to work over the phone and through email to provide quick responses and solutions to reported issues
• Follow up and resolve problems through diligent research, reproduction, and troubleshooting
• Use log reading to determine the root cause of reported issues
• Use web-based tools to monitor the health of our equipment, usage, and error alerts.

Technical Lead Technical Support Technical Training

Tier 3 Resolve Team Online Escalations Support Lead

microsoft

Oct 2013 - Nov 2016 (3 years 1 month)

• Oversee a team of 10-15 employees while guiding New Hires through the process of learning the software
and ticketing systems.
• Handling technical escalations from global customer service networks via phone calls, emails
• Shipping issues, order inquiries, accounts & billing issues, and missing/lost/stolen packages.

Escalation Management Team Building Team Management Team Leadership Team Coordination Customer Care Customer Support Customer Service Dispute Resolution

Senior Technical Supervisor

Resman

Oct 2016 - Sep 2018 (1 year 11 months)

Working with software company designed specifically for Property Management Companies within the Multifamily
industry to assist employees with troubleshooting software issues such as:
• Oversee a team of 8-15 employees while guiding New Hires through the process of learning the software
and functions properly to assist clients with performing move in/move out of tenants.
• Train New Hires