John Weidman
Jacksonville,NC
Summary
Dynamic Customer Service Leader with over 9 years of experience driving high-performing support teams in the Customer Service and technology sectors. Proven track record in cultivating top talent, implementing strategic process improvements, and significantly boosting customer satisfaction levels. Expertise in team leadership, workforce management, and technical troubleshooting, complemented by specialized knowledge of Apple products and enterprise solutions. Committed to fostering a culture of excellence that enhances operational efficiency and elevates the overall customer experience.
Experienced with team leadership and operational oversight, ensuring seamless workflow. Utilizes strategic planning and strong problem-solving abilities to enhance team performance. Track record of effective communication and conflict resolution in high-pressure environments.
Overview
32
32
years of professional experience
1
1
Certification
Work History
Team Supervisor | Technical Account Manager
Kelly Connect (Apple Contract)
05.2016 - Current
Lead high-performing team of 15 Technical Account Managers, consistently achieving top performance metrics in the industry
- Provide expert technical support for iOS, macOS, iPhone, iWatch, and Mac products as Tier 1 Customer Advocate
- Develop and implement training programs that improved team technical proficiency and customer satisfaction scores
- Generate comprehensive performance reports for senior leadership supporting Apple support contract deliverables
- Facilitate team building initiatives during regular team meetings to enhance collaboration and morale
- Resolve complex technical issues while maintaining professional and empathetic customer relationships
- Serve as subject matter expert on Apple product functionality and troubleshooting procedures
Sales Consultant
The Pinnacle Group
01.1996 - 01.2016
- Marketed enterprise solutions to corporate and educational clients, focusing on technology products and services
- Collaborated with IT departments of client corporations to understand technical requirements and pain points
- Designed customized system solutions and provided ongoing technical support for software, hardware, and network issues
- Expanded existing client base through strategic relationship management and consultative selling approach
- Maintained long-term client relationships resulting in consistent revenue growth and contract renewals
Sales Consultant
Memory Expanders and Peripherals, Inc.
01.1994 - 01.1996
- Generated 50% of total company sales through strategic account management and new business development
- Contributed to significant revenue growth from $2.5M to $7.0M annually through effective sales strategies
- Achieved exceptional client retention rate of over 90% of acquired accounts
- Built strong customer relationships that resulted in repeat business and referral opportunities
Education
Associate of Applied Science - Computer Electronics
Porter And Chester Institute
Stratford, CTSkills
- Technical Skills
- Platforms: Salesforce, Microsoft Office 365, iWork, Workday, Tableau
- Contact Center: Five9, Genesys, Avaya, Zendesk Talk, Maestro
- Workforce Management: Pipkins, Argus, OKTA
- Analytics & Reporting: KPI Performance Tracking, Tableau, Custom Management Applications
- Training Platforms: Lessonly, Learning and Development Systems
- Leadership & Management
- Team Leadership & Supervision (15 direct reports)
- Employee Coaching & Mentorship
- Performance Management & KPI Optimization
- Change Management Implementation
- Cross-Training Program Development
- Conflict Resolution & Workplace Morale Enhancement
- Process Automation & Optimization
- Multi-Project Management
Accomplishments
- Successfully managed and developed 15-person technical support team to industry-leading performance levels
- Implemented process improvements that enhanced customer satisfaction and team efficiency
- Contributed to company revenue growth from $2.5M to $7.0M as sales consultant
- Maintained 90%+ client retention rate throughout sales career
- Recognized as subject matter expert in Apple products and technical troubleshooting
Certification
- Leadership Development Certificate (2025)
- University of Phoenix | Phoenix, AZ
- How to Navigate Conflict in the Workplace Certificate (2025)
Timeline
Team Supervisor | Technical Account Manager
Kelly Connect (Apple Contract)
05.2016 - Current
Sales Consultant
The Pinnacle Group
01.1996 - 01.2016
Sales Consultant
Memory Expanders and Peripherals, Inc.
01.1994 - 01.1996
Associate of Applied Science - Computer Electronics
Porter And Chester Institute
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