Lamar Taylor

“At times, challenges hit with the force of a roaring, rushing waterfall. The true test, however, is whether you can put your arms up and enjoy the feel of the water.” ~Aviva Kaufman

Problem Management Processes are much like waterfalls- they come roaring at you, full-force… and it is a rare breed of person indeed that can step in and appreciate the feel of all that water.

My take? Bring it on!

As someone who loves putting their arms up and embracing challenges, I offer companies the customer support operations organization leadership that is mission-critical to providing quality and technical application care to your customers and internal business users.

And by acting as the champion of achieving all targeted support metrics, I am able to reduce problem impacts to the organization while virtually eliminating issue reports.

How do I do this? Through a collaborative and collective mindset.

By working as the key point person for the support organization, I facilitate the development and subsequent implementation of best-in-class operational standards and customer service approaches that remove operational roadblocks and organizational logjams and puts companies back into productive territory.

As someone who is well-versed in training and leading staff in service level delivery, I have particular expertise in prioritizing workloads, enhancing daily support operations, and guiding teams through scheduling, escalation, and reporting. And I do this all by keeping my finger closely on the pulse of KPIs and customer feedback so I can quickly intervene and make adjustments to add continuous improvements.

Additionally, one of the biggest rewards of my work as a Customer Support Professional is being able to fully tap into my capacity to energize teams into championing, on a personal level, the organizational mission.

If your organization can benefit from a Customer Support Professional who can quickly step in to ignite Problem Management Processes and improve service delivery, while "WOWing" customers, then I can help.