Tim McKeand

Experience

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  Sears, Roebuck and Co.

  Sept 2004 - Apr 2008

  Consultative Sales

  *Resumed this role from September 2009 through March 2010* after Softlines Lead position above• Recognized as a credit sales performer • Awarded highest customer service numbers in 2009• Lead tracking- customer follow-up- in 2010 has increased sales by roughly 20%• Meet and exceed expectations of sales volume of consumer electronics, installations, credit, and protection plans• Introduce customers to new and unfamiliar technologies • Overcome customer objections using refined personal selling skills• Continually look for ways to update merchandise presentation to attract customers• Coach sales associates and on new products and promotions• taking ownership of customer escalations (anywhere from Internet returns to Brand Central installation issues in customer homes) Show less

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  Sears Holdings Corporation

  May 2008 - Sept 2009

  Softlines Lead

  • Interview, select, and hire new associates • Coach associates on company policies, procedures, and expectations• Consistently recognized for inventory management • Assist customers in selecting styles and sizes of footwear• Maintain accurate pricing integrity throughout a large department store environment • Responsible for the overall 'look' of store displays, signing, price changes• Optimize selling space and maximize selling potential of products based upon company objectives and changing promotions • Coordinate teams to ensure effective use of company resources and meet specified objectives on schedule• Schedule hours within allocated payroll budget• Plan and execute merchandise markdowns by specific deadlines Show less

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  Sprint

  Mar 2010 - Jun 2010

  Sprint and Nextel GSM/CDMA Support Agent

  This position was under the employment of ACS, a XEROX company; 1200 Crescent Green Dr, Cary, NC 27518• Executed ‘first call’ resolution for Nextel and Sprint end users via inbound calls in volume call center• Received extensive training of Sprint CDMA and Nextel GSM technologies and support systems• Resolved business class inquires of Nextel GSM issues; transitioned to Blackberry support under Sprint• Resolved consumer (Sprint service) issues regarding service, devices, and billing Show less

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  Bandwidth.com

  Jul 2010 - Dec 2016

  Named a 'game changer' by CNET and the ‘Disruptor of the Year’ by Entrepreneur Magazine, Republic Wireless combines WiFi and cellular technologies to help consumers save money on their smartphone service. Republic Wireless is a division of Bandwidth, one of the nation’s largest and fastest-growing communication technology companies, and is based in Raleigh, NC.• Troubleshoot business class VoIP phone systems and consumer mobile phones • Identify issues with call and message routing• Identify issues with customer configuration on cloud based systems • Take escalations from Tier 1 support teams • Resolving number transfer issues • SOHO network troubleshooting• Perform remote sessions of customer equipment • Perform troubleshooting with router emulators• Tested SOHO configurations in router lab with various networking equipment (Linksys, Netgear, Apple)• Fraud and abuse investigation and reconciliation • Received SSCA SIP and SSVP certifications- VOIP and SIP certifications • Developed and executed extensive training for Republic Wireless TAC agents• Developed internal support documents for Republic Wireless TAC agents• Queue managementPlatforms used: Zuora, Salesforce, Zendesk, Hipchat, JiveNovember 2011- August 2012Republic Wireless Beta phase Support Agent - Bandwidth.com • Primary technical support agent for all initial Republic Wireless customers under beta phase • Provisioned and tested numerous development handsets;• Developed resolution to device and service issues with Product Development team• Authored process and support documents for internal users- Support and Customer Care teams• Co-authored customer community support documents with Web Development team Show less • Provided direct technical, number porting, and billing support for business class mobile venture • Created and maintained working technical knowledge base- documented all support procedures• Trained third party call center vendor agents to support customer issues • Queue management• Worked with members of Sprint’s MVNO support staff to resolve development obstacles prior to launching Republic Wireless Other experience during this time with supporting all internal mobile devices- this includes employee smartphones and mobile broadband devices.Directly responsible for managing internal device accounts for executive level users; this position was considered a support role with internal IT department. • Provision internal devices for service • Android device configuration – corporate email accounts and services • Provide all account changes- number transfers, device exchanges, etc• Provide full technical troubleshooting of all internal mobile phones and broadband cards• Keep internal databases of assigned devices, users, numbers• Responsible for all inventory management stages of mobile devices (100+ users) Show less

  • Republic Wireless and Phonebooth on Demand Tier 2 TAC Support Agent

    Oct 2011 - Dec 2016

  • Phonebooth Mobile/Bandwidth Mobile Support/Operations Support

    Sept 2010 - Oct 2011

  • Customer Care Specialist

    Jul 2010 - Oct 2010
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  Republic Wireless

  Dec 2016 - Mar 2018

  Tier 2 Support Specialist

  Continued serving Republic Wireless members after Republic Wireless split from Bandwidth Additional responsibilities:• Comprehensive support and assistance provided at Republic Wireless retail shop in Raleigh, NC (Oct 2017-current)• Phone and accessory sales, consulting prospects and existing members regarding device options, upgrades; provide in-depth demonstrations of account maintenance, plans, service options; technical troubleshooting for issues regarding hardware, software, applications, and network concerns Show less

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  This Old Mouse

  Jan 2018 - Oct 2021

  Content Producer

  This Old Mouse is a series that looks to help folks get the most out of older technologyVideo creation- script writing, filming, editingPhotographyArticle creation

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  CustomerHD

  Mar 2018 - Sept 2020

  Customer Support Escalations Tier 2

  Continue support of Republic Wireless members at Customer HD, a support partner for Republic Wireless. Customer HD was founded in late 2017 and is working to grow as a solution for customer service in the Raleigh area. Other responsibilities:* KCS coach for new support agents* Provide in-person support for Republic Wireless members* Develop marketing content for Customer HD

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  HuntScapes

  Sept 2020 - Oct 2021

  Implementation Specialist

  Providing technical support for management and employees to use new tools for the landscaping and lawn maintenance industry. Working with HuntScapes, my focus is on integrating technology to help the company grow and better utilize resources.• Integrated maintenance and landscape install business processes into Landscape Management Network software system• Developed new methods for accurate estimates and proposals for new and existing clients, ensuring profit margins met on estimates from $5k- $30k annually • Oversaw budgeting for jobs, labor, and scheduling crew routes for 25+ workforce• Reviewed accurate time keeping of maintenance crews• Provided technical training for crew members Show less

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  TransLoc

  Sept 2021 - Mar 2022

  Client Support Specialist

  - Troubleshoot technical issues and provide proactive instruction on product features for transit software- Participate on cross functional teams including sprint reviews and roadmap meetings- Assess company knowledge base, identify gaps, and develop robust content- Conduct product trainings for agency administrators- Update client GTFS transit feeds; Google GTFS best practices

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  Trapeze Group

  Mar 2022 - now

  Client Implementation Consultant

  The OPS Implementation team at Trapeze is accountable for implementing the OPS software solution for our customers, and ensuring the implementation meets the customers expectations and is of the highest quality. Working with our clients and project team, I am a consultant working directly with clients and colleagues to improve transit operations through the use of our OPS Software at Trapeze.Responsibilities:* Work closely with the Customer, Project Manager and the Professional Services team to ensure that our solution is delivered and operational in the most efficient and effective manner possible.* Analyze and document in detail a customer's business requirements and understand their business processes.* Develop strong relationships with clients and establish credibility and trust quickly.* Confidently communicate about the Software and the Project status to internal and external stakeholders.* Interpreting union contracts and understanding how a customers business rules will be addressed through different software configurations.* Work under minimal supervision and deal with multiple projects effectively and efficiently, meeting stringent timelines and changing priorities. * Create training content and deliver training to the customers end users or subject matter experts.* Support customer testing activities; log and track customer issues and ensure they are resolved in a timely manner.* Always looking for ways to make things better, faster and more streamlined – both for customers and internally. * Supporting the building and continuous improvement of implementation templates and project artifacts that are critical to the OPS Implementation Team. Show less