Experienced Leader / Manager of Successful support teams where processes were the foundation for creating an enjoyable workday for every team member.  Customers were greeted with answers to their questions because training was our primary focus.  Every day, the team trained each other and worked together to ensure the customers received assistance on the first contact.

Former Senior Operations Manager in Large Corporation where my desire to implement sound practices resulted in reduced staff and improved customer satisfaction.  Careful oversight of the KPIs ensured that upper management provided significant recognition throughout the organization at bonus time each year.

Current business owner with close ties to business-owning peers in the community.  Able to discuss concerns others have about finding enough hours in the day.  Most realize that habits of working too many hours were actually created during the school years.

Gifted instructor and course creator with the student always at the forefront.  My heart's desire is to see every student capture the obvious and not-so-obvious content in every course that I write.  Inspiration is my primary method of encouraging you to take action starting the minute you click on that 'Buy Button'.

As a leader, the importance of delegation came into focus for me as my team matured and each member became discontented with the core duty, which was answering the phone.

How could I enhance the support analyst role and address the ever-increasing call volume?

Our first effort involved examining the data - including all of the customer questions that were opened within the previous 60 days.  We created categories and began to realize that certain topics were causing most of the workload.

Automation was the only answer.

Self-serve support would meet the customer on the website before they had to call us directly.  Without automation, the next phase would have been impossible.

Each person became an expert in one area and trained the rest of the team on that topic.  The job satisfaction skyrocketed because everyone wanted to learn more and become more comfortable with a wider variety of customer questions.

As I examined the data, I hired differently and expanded the teamleader role to include some of my own duties.  

Automation and delegation continues to matter in my own business.  As technology advances, there are more ways to integrate systems that used to stand alone.  Data security protocols ensure that breaches rarely happen.