Andrew Buchanan
Manager @Yardi
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WORK HISTORY
Manager @Yardi
Atlanta, GA, US
Manager, SE Residential Practice 2Lead a team of Technical Account Managers providing consulting and technical support to residential property management clients on enterprise software platforms- Closed 7,100+ client cases since Feb 2024, averaging 3.3 cases/day per team member- Reduced escalation rate from 53% to 33% in two quarters- Successfully onboarded 3 new team members; new hires collectively closed 1,600+ cases- Developed team members into top performers, including a 70% throughput improvement- Improved time-logging compliance from 83% to 89% and maintained 4.3-day average resolution time- Conducted proactive health checks and business process reviews across all accounts, strengthening key client relationships and resolving 3 high-risk client situations- Led a cross-functional performance optimization project for a major client during multi-product onboarding- Partnered with product development on next-gen platform roles and permissions architecture- Building internal React-based dashboards and reporting tools, expanding into UX/UI work beyond core role
EDUCATION
University of North Georgia
Bachelor's degree
ABOUT ANDREW BUCHANAN
Performance-driven, analytical manager with years of progressive experience managing and streamlining the daily operations involved in a dynamic customer service environment. Highly skilled at managing teams, project management, training, fleet logistics, customer service, driving sales, and communication.
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