Marcia Lovell
Technical Support Manager, Data and Analytics @Dealer Spike Llc
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WORK HISTORY
Technical Support Manager, Data and Analytics @Dealer Spike Llc
Oversee daily operations of remote international technical support team, including scheduling, performance, internal and external escalations, KPIs, SLAs. Distribute workload, oversee projects, evaluate and improve the efficiency of processes, manage training plans for on boarding and ongoing professional development. Provide effective performance feedback for employees including one-on-ones, reviews, rewards, and disciplinary actions. Final escalation point for resolving client issues. Prepare and maintain weekly, monthly and quarterly metrics reporting, manage staffing needs, set and achieve quarterly goals. Ensure customer service excellence by monitoring support cases, creating customer-focused processes, and promoting a customer-centric team dynamic.
EDUCATION
George Fox University
Bachelor of Arts (B.A.)
George Fox University
Master of Business Administration (M.B.A.)
ABOUT MARCIA LOVELL
Passionate about people, the community and nature. Motivated by personal sense of integrity and being fair and transparent. Excellent communication and relationship building skills to successfully work with a wide range of professionals, clients, and staff. Belief in empowering others to help them achieve their best potential.
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