Shane Byrne King

• Tracked KPIs and created continuous improvement plans.
• Enhanced customer satisfaction by addressing technical issues and providing timely resolutions.
• Mentored junior support staff, fostering a culture of collaboration and learning within the team.
• Implemented effective performance metrics, driving continuous improvement in the support team''s performance.
• Developed comprehensive training programs to continuously upskill the technical support team.
• Managed escalation procedures to ensure high-priority issues were addressed promptly and effectively.
• Coordinated with sales teams to provide pre-sales technical assistance for potential clients.

• Coordinated with other departments effectively, integrating technical requirements into broader organizational goals seamlessly.
• Managed implementation of new technological improvements resulting in increased efficiency.
• Built trusted relationships with stakeholders through clear communication and collaborative problem-solving efforts.
• Delivered comprehensive technical training programs for staff members, enhancing overall team competency levels.
• Evaluated customer impact risk, reputation risk and regulatory risk.

Managed, supported and grew business relationships with existing accounts and developed strategies to increase sales and revenue.

• Collaborated with business development managers in partner planning process to develop mutual performance objectives, financial targets and critical milestones.
• Operated within budgetary constraints, participated in development of annual budget forecasts and reconciled operating budget.
• Complied with policies and quality standards to maintain consistency in quality of services.
• Identified staff requirements and worked with human resource department to initiate recruitment and training processes.
• Increased operational efficiency by streamlining processes and implementing new technologies.
• Collaborated with cross-functional teams to achieve business goals, fostering a culture of teamwork and cooperation.
• Managed budgets and financial reporting to ensure fiscal responsibility and cost-effective operations.
• Developed processes to save on costs and prevent losses.
• Devised and executed training plans for new and existing staff to support competency and compliance.

• Enhanced team performance by providing regular coaching, training, and performance feedback to staff members.
• Increased customer satisfaction with timely resolution of escalated issues and proactive communication on product updates.
• Collaborated with executive leadership to establish long-term objectives, drive growth initiatives, and align regional efforts with corporate goals.
• Promoted a culture of continuous improvement through ongoing process reviews, employee engagement initiatives, and open channels of communication.
• Introduced cost-saving initiatives to reduce losses and increase profit margin.
• Managed P&L to decrease discrepancies and retain timely and under-budget project completion.

• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in fast-paced environments.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Developed and maintained courteous and effective working relationships.
• Assisted with day-to-day operations, working efficiently and productively with all team members.