Robert Kajikami

About Robert Kajikami

With more than 20 years of experience in Technical Operations and Support management, I…

Experience

1. Lead, Technical Support

   Outschool

   Jan 2021 — Present

   Outschool is the largest marketplace of live online classes for kids. We connect learners, parents and teachers to create interest-based, small-group learning experiences that take place over video chat. Our mission is to inspire kids to love learning.* Manage the Technical Support team, perform performance reviews, re-mix and document internal processes to improve team efficiencies, collaborate with other support teams and development to ensure two way communications on issues * Ensure delivery of exceptional customer service for technical issues. Within 6 months of being hired, improved team CSAT by 15 points to over 95% and maintained this level on an ongoing basis * Develop SQL queries and dashboards to improve Support\'s ability to assist customers with technical problems.* Investigate, document, and prioritize bugs for our engineering team.* Collaborate and establish relationships with other departments to provide visibility and insight into Technical Support issues * Develop, track, and communicate the metrics to drive team performance and enable data driven decision-making for the product and engineering teams.

Education

• California State University - East Bay

  BS, Management Information Systems

Skills

• Program Management
• Pre-Sales
• Integration
• Sql
• Start-Ups
• Management
• Software Development
• Unix
• Microsoft Sql Server
• Voip
• Enterprise Software
• Customer Relationship Management (Crm)
• Saas
• Mysql
• Product Management
• Cloud Computing
• Business Development
• Troubleshooting
• Mobile Devices
• Networking
• Ad Serving
• Crm
• Analytics
• Vmware
• Data Center
• Online Advertising
• Mobile Applications
• Salesforce.com