Dennis Oconnor
Ops Guy
- Role
- Director of Support at Topstep
- Location
- Hingham, MA, US
- LinkedIn followers
- 500 followers
About Dennis Oconnor
Recent Highlights: 1. Transformed a disjointed accumulation of unconnected apps and…
Experience
Director of Support
Apr 2024 — Present
Envision and direct all aspects of the Support Experience for our customers (\"Traders\") with a FinTech. This includes most aspects of the Trader Experience including live technical support; free coaching to aid and develop our traders; and payments to those who have proven they can become funded traders. • Grown the department by over 100%• Decreased resolution times & Increased tickets closed per hour• Implemented new methodology for handling payouts to traders• Created a monthly workshop for struggling traders to obtain guidance from experienced traders• Launched new avenues to contact Support• Increased automatic ticket resolution from less than 30% to over 50%Topstep is dedicated to winning the race to Support; and we do so with 100% US-based Trader Support Specialists. Our team of specialists assist traders (and prospective traders) via phone, chat, email, Discord, and a variety of other social platforms.(By the way, if you are an experienced and empathetic support professional, I am always hiring. Futures trading experience is helpful, but not required. Ping me, then apply via our site.)
Education
San Francisco State University
Bachelor of Arts (B.A.)
Skills
- Contract Management
- Outlook
- Frontpage
- Html
- Public Speaking
- Jira
- Problem Solving
- Operations Management
- Business Strategy
- Cross-Functional Team Leadership
- Budgeting
- Analytical Skills
- Confluence
- Negotiation
- Microsoft Office
- Sales
- Word
- Excel
- Program Management
- Microsoft Word
- Powerpoint
- Microsoft Excel
- Accounting
- Project Management
- Requirements Gathering
- Change Management
- Customer Relations
- Data Analysis
- Crystal Reports
- Quickbooks
- Training
- Non-Profits
- Management
- Team Building
- Salesforce
- Business Analysis
- Business Process Improvement
- Customer Service
- Reporting & Analysis
- Nonprofits
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