Robert Kajikami
Lead, Technical Support @Outschool
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WORK HISTORY
Lead, Technical Support @Outschool
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
ABOUT ROBERT KAJIKAMI
With more than 20 years of experience in Technical Operations and Support management, I…
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