Darrik Marstaller
Team Lead at Blackbaud
- Role
- Customer Support Team Lead at Blackbaud
- Location
- Vancouver, WA, US
- LinkedIn followers
- 500 followers
About Darrik Marstaller
10+ years experience in customer support & Team Lead roles with SAAS products.Tech-savvy with an ability to learn new technologies quickly.Heavy focus on prioritization to complete big-picture tasks.I enjoy coaching/mentoring individuals to reach their goals while completing company quarterly/yearly targets.
Experience
Customer Support Team Lead
Apr 2022 — Present · US
Manage a team of 12 front-line agents to assist customers with incoming phone, chat, and email communication.• Train and assist an international team to provide the same quality support displayed by U.S. agents.• Respond to escalated clients and facilitate the next best steps to resolve the issues and satisfy the customer.• Create and maintain Dashboards/Reports in Salesforce to quickly identify trends within each team.• Evaluate metrics, hold weekly meetings, and provide quarterly check-ins to provide feedback to agents.• Review team backlog and work one-on-one with each agent to find the best path to case completion.• Run meetings regarding product features and best practices for customer support agents. • Follow up on surveys to understand why a customer was dissatisfied with a case.• Help maintain the Knowledgebase and work with agents to consistently make improvements to outdated articles and information.• Be a leader for the Customer Support Team when preparing for Back to School Season.• Start to review and implement how Microsoft Copilot (AI) can improve support.
Education
Daniel Webster College
Game Design and Development, Computer Science
2009 — 2013
Skills
- Game Development
- Excel
- 3d Modeling
- Flash
- Problem Solving
- Word
- Level Design
- Css
- Actionscript
- Microsoft Word
- Mudbox
- 3d
- Microsoft Powerpoint
- Unity3d
- Adobe Photoshop
- Video Games
- 3d Studio Max
- Maya
- Concept Design
- Microsoft Office
- Game Design
- Windows
- Customer Support
- Adobe Creative Suite
- Photoshop
- Html
- Adobe Illustrator
- Microsoft Excel
- Powerpoint
- Dreamweaver
- Illustrator
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