Christopher Miles

Experience

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  TeleTech

  Mar 2010 - Apr 2011

  Customer Service

  Provide customer service, technical support, and sales services for a major JD Power and Accociates award winning companySelected Accomplishments:High customer service quality scores70% sales close rate on sales related callsTop 5 lowest call resolution time

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  Cox Communications

  Aug 2013 - Aug 2015

  Technical Support Representative

  Resolve customer inquiries and issues with television, internet, phone and home security services.Self-manage performance metrics

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  Ring.com

  Oct 2015 - Oct 2016

  Level 2 Technical Support Agent

  Develop and document department procedures and standardsCraft and execute reporting metricsSupport agents handling difficult technical issues with Wi-Fi security productsProject ManagementCreate technical documentation to fill knowledge gaps in the department and company wideDevelop and facilitate Interdepartmental TrainingFounded trending team to validate, communicate, and follow technical trends through to resolutionTest, select, design and lead development for a comprehensive step-by-step troubleshooting guide for a variety of common issues Show less

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  Ring

  Jan 2017 - now

  Lead a team that identifies, validates, isolates, escalates, documents, tracks and collaborates to find resolutions to bugs, critical issues and outagesPromote, train, schedule and coach team membersDevelop and document standard operation proceduresIdeate and execute structure and process improvements within CS Trend and throughout the organizationProvide technical support and consultation for team members at all levels of the organizationRegularly communicate with senior technical managers to prioritize outstanding issuesLead mass communication efforts internally across all departments and externally when neededUtilize reporting tools in ticketing systems, call software and other systems to identify issue trendsUtilize SQL and analytics tools to create team and technical metricsConsult with developers on how to improve the overall customer experience Show less

  • Service Operations Engineer

    Jun 2024 - now

  • Cloud Software Engineer

    Aug 2022 - Sept 2024

  • CS Trending Manager

    Jan 2017 - Aug 2022