Zechariah Banks, Tech-Savvy Customer Success Specialist with a Passion for Data Analysis and Process Improvement

Linus Health

Oct 2021 – Present

Remote

Customer Success Specialist

• Spearheaded the implementation of 120+ sites and trained 250+ administrators across three distinct Linus platforms, as measured by a 100% success rate. • Managed 350+ customer and employee devices, increasing overall device efficiency and reducing downtime, by leveraging the MDM software of Jamf Now and Jamf Pro. • Streamlined data analysis by translating and inputting 100+ pieces of customer usage data daily into three different dashboards using Smartsheet. • Collaborated seamlessly with cross-functional teams including Product, Programming, Marketing, Billing, and Sales, improving interdepartmental communication and efficiency. • Led coordination and management of over 12 customer pilot projects concurrently, overseeing device deployment, logistics procedures, customer environment creation, and user management.

Yardi

Aug 2019 – Oct 2021

Oxnard, CA

Technical Account Manager

• Processed 110+ support requests monthly, maintaining an NPS score of 95%, by promptly addressing and resolving customer inquiries and issues. • Partnered with the Programming team to develop custom solutions for clients, achieving a 96% case resolution rate, by utilizing innovative problem-solving approaches. • Managed technical integration, customer support, and program management for 200+ clients across the US, enhancing client satisfaction and retention. • Simplified complex, technology-related issues for clients, leading to a 23% decrease in case submissions, by effectively communicating and explaining solutions.

Apple Inc.

Oct 2017 – Aug 2019

Santa Barbara, CA

Technical Expert

• Garnered 100+ positive customer reviews and commendations for outstanding service, by consistently exceeding customer expectations. • Outperformed monthly performance targets by an average of 22%, earning recognition as a top performer. • Sustained an average customer service rating of 85% or higher in a fast-paced environment, by delivering timely and effective technical solutions. • Achieved an average issue resolution time of 12 minutes, 30% faster than the store average, by leveraging a deep understanding of Mac OS X and iOS troubleshooting. • Maintained and updated support information in the IT ticketing system, improving procedural documentation and relevant reports. • Resolved 91% of escalated customer complaints, leading to a 10% increase in customer retention, by delivering effective and timely solutions.

Zechariah Banks

Tech-Savvy Customer Success Specialist with a Passion for Data Analysis and Process Improvement

Skills

Languages