William Ferrell
Experienced Leader | Management | High Performance | Proven Results
- Role
- Support Coordination Manager at Darkhorse Tech, Inc.
- Location
- Allentown, PA, US
- LinkedIn followers
- 500 followers
About William Ferrell
Management professional with over 15 years of leadership in healthcare IT operations…
Experience
Support Coordination Manager
Jul 2025 — Present · US
Leads service operations for a fast-growing dental IT provider, overseeing ticket flow, scheduling, and nationwide technician support.Manages and trains technicians, CSRs, and SBAs, driving accountability through KPIs, performance reviews, and 1:1 development.Streamlines ticket qualification, prioritization, and escalation processes to improve SLA compliance and reduce delays.Optimizes scheduling to balance urgent service needs with projects, maximizing productivity and client satisfaction.Ensures quality service delivery through audits and CSAT tracking, while fostering cross-team collaboration to eliminate bottlenecks.
Education
Saucon Valley High School
Graduate
1999 — 2003
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