Chris McNeil

About Chris McNeil

Technical support leader with 20+ years of experience building, scaling, and developing…

Experience

1. Manager, Customer Support

   symplr

   Jul 2021 — Present

   Hired, onboarded, and mentored 30 Support Analysts, Specialists, and Engineers, building a high-performing support organization; currently manage 13 direct reports and have overseen 40+ individuals throughout management tenure- Conduct regular performance reviews and career development plans, resulting in measurable team growth and promotions while improving retention- Established and tracked key support metrics (CSAT, Requests Closed, Time to Close, First Day Resolution, call center metrics) for the first time, driving accountability and performance improvements across the team-Implemented process and workflow optimizations across Salesforce, knowledge bases, chat, and phone platforms, significantly reducing “bad data” cleanup efforts, improving reporting efficiency, and streamlining database merges- Elevated CSAT performance from below 90% to consistently above 90% within one year through data-driven strategies and process improvements- Led and contributed to 100+ cross-functional initiatives annually with Engineering, Product, Customer Success, Professional Services, and Sales teams to align priorities and resolve issues- Resolved 7–10 escalations monthly with 90% resolution within SLA, ensuring a high level of customer satisfaction- Coordinated 3–5 critical incidents per month, reducing average resolution time to 6 business hours and minimizing customer impact- Partnered with Product Management as the voice of the customer, driving 30–40 annual product improvements and feature enhancements based on support insights and feedback- Collaborated with Engineering and QA to prioritize and resolve 90% of submitted bugs and feature requests within SLA timeframes, maintaining system quality and reliability.

Education

• University of Tennessee-Knoxville

  Bachelor of Arts (B.A.)

• New York Institute of Technology, Ellis College

  MBA

Skills

• Customer Service
• Program Management
• E-Learning
• Computer Hardware
• Windows
• Management
• Technical Writing
• Troubleshooting
• Team Building
• Networking
• Databases
• Operating Systems
• Team Leadership
• Xp
• Microsoft Sql Server
• Hands-on Training
• Training
• Leadership
• Sql
• Sharepoint
• Strategic Planning
• Testing
• End User Training
• Software Documentation
• Access
• Process Improvement
• Learning Management Systems
• Quality Assurance
• Salesforce.com
• Product Development
• Windows Xp
• Technical Support
• Saas
• Visio
• Sql Server Integration Services (Ssis)
• Sql Server Reporting Services (Ssrs)
• Visual Studio
• Public Speaking
• Healthcare
• Microsoft Office