John Watson

Background

About John Watson

I am a seasoned Customer Care Manager with 14+ years of technical support and customer care management experience in various sectors. Recognized for demonstrating a natural aptitude for educating and supporting fellow employees in best practices and industry knowledge, as well as for creating prompt and efficient problem resolution. Professional focal points include Help Desk request management, performance evaluation and training, technical documentation, and vendor relationships. Delivering superior administration on the latter areas of expertise requires utilization of effective communication skills, technical skills, and organizational skills, as well as business acumen, systems analysis, project management, team leadership, software improvement intelligence, and resource management to support efficiency and maximum returns. Most recently, I was the Help Desk Supervisor with DBI Services. Under my leadership, I directed the operations of the entire Help Desk Team, including supervising the identification, prioritization, and resolution of all customer requests. I also evaluated the performance of Help Desk Technicians, completing thorough feedback reports that documented accomplishments and identified areas for improvement in order to promote better quality of service and minimize repeat issues. In addition, I liaised with senior leadership, stakeholders, vendors, and IT support teams to ensure the company’s technological support and customer support structure is driving the business forward with minimal expenditures. Colleagues describe me as a progressive, driven, down-to-earth, technical, motivational, and managerial expert who can be relied on to offer superior solutions that deliver profitable results on time and under budget.