Geoffrey Mason

About Geoffrey Mason

IT professional with 7 years of customer success experience (support, escalation management, customer success). Military professional with 8 years of network and systems management experience. Commanded 30 Soldiers for 2.5 years and increased company\'s proficiency in mission essential tasks (Assessed by Army Reserve Training). Experienced administrator within Salesforce and CS Tools (ChurnZero, ClientSuccess, & Totango). Retained and increased net renewal rate by 12% for my book of business (120 Customers) for 3 consecutive years. Currently advancing skill sets within the Customer Success, Operations, and Escalations Management fields.

Experience

1. Senior Customer Operations Manager

   Wistia

   Apr 2023 — Present · Denver, CO, US

   CS + Support Operations Role & Responsibilities- Cross-functional Collaboration: Drive cross-organizational collaboration, alignment, and execution around key strategic initiatives related to Customer Success and Support- Capacity / Book Planning: Collaborate with Commercial leadership and Finance to ensure alignment of CS, Support, and Customer Marketing resources with business objectives- Operational Improvement: Streamline key business processes and workflows to enhance productivity and data hygiene across core business systems- Performance Reporting: Manage RoB reports and dashboards for customer account management- Performance Analysis: Deliver insights on trends and opportunities within customer journey and key performance indicators.

Education

• Fort Gordon - Cyber Center of Excellence

  Certificate of Completion, Signal Basic Officer Leadership Course

  2014 — 2014

• Colorado School of Mines

  Bachelor's Degree, Geological/Geophysical Engineering

  2008 — 2012

• William J. Palmer High School

  High School, General Studies

  2004 — 2008

• freeCodeCamp

  Full Stack Web Development Certification, Computer Software Engineering

  2016 — 2017

Skills

• Customer Service
• Training
• Salesforce
• Microsoft Powerpoint
• Computer Security
• Computer Hardware
• Microsoft Office
• Program Management
• Communication
• Petroleum Geology
• Data Management
• Oil/Gas
• Project Management
• Windows
• Microsoft Excel
• Wireless Networking
• Network Security
• Totango
• Customer Escalation Management
• Technical Support
• Geology
• Leadership
• Operational Planning
• Networking
• Escalation Resolution
• Military
• Troubleshooting
• Servers
• U.s. Department of Defense
• Windows 7
• Microsoft Word
• Problem Solving
• Security
• Supervisory Skills
• Escalations Management
• Team Building
• Management
• Information Technology
• Network Design