Summary
Overview
Work History
Education
Skills
Affiliations
Languages
Websites
Timeline
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Chris O'Rourke

Chris O'Rourke

Tucson

Summary

Results-driven professional with expertise in resolving complex customer issues and enhancing satisfaction. Demonstrated success in customer-centric roles, implementing solutions that drive organizational change. Strong ability to collaborate with customers, coworkers, and partners to achieve shared goals.

Overview

7
7
years of professional experience

Work History

Vendor Partner Manager 2

Intuit
Tucson
07.2024 - Current
  • Partner with internal teams and external vendors to implement and refine processes, and performance tracking for customer-facing experts, resulting in a 15-point improvement over several months.
  • Lead initiatives resulting in consistent lead pass generation rates significantly exceeding the stretch goal of 20%, reaching up to 25.96% in March 2025.
  • Designed and delivered training programs, including a successful end-to-end pre-migration and QuickBooks Desktop training for partner experts, receiving overwhelmingly positive feedback, with 80% rating it as valuable to very valuable.
  • Utilize, and equip partners to utilize, AI tools like Notebook LM to reduce the time needed to analyze detractor call themes, customer feedback, and to identify coaching opportunities, and process improvements.

Sr Support Specialist, Office of the President

Intuit
Tucson
03.2021 - 07.2024
  • Coordinated the resolution of over 200 executive customer cases and more than 700 total cases, directing cross-functional collaboration, actions of technical experts, and communicating outcomes to senior management.
  • Spearheaded a team to develop an internal workgroup transfer directory, contributing to improved expert efficiency and customer satisfaction.
  • Standardized processes between core and sister teams allow experts to communicate more effectively and decrease resolution time.

Support Specialist, QBO/Payroll/Payments

Intuit
Tucson
10.2019 - 03.2021
  • Resolved an average of 15+ daily customer issues independently, showcasing exceptional problem-solving skills.
  • Maintained a customer satisfaction rate of over 85% by consistently providing high-quality support.
  • Guided a team of experts in handling sensitive customer withdrawals from the Paycheck Protection Program by supporting over 100 experts, making over 100 outbound calls, and processing over 300 withdrawals.

District Sales Manager

ADP
Tucson
04.2018 - 10.2019
  • Utilized a customer-centric sales strategy, which involved working to understand the specific business needs of customers, to provide tailored solutions.
  • Consistently met or exceeded monthly sales quotas by 20% or more.
  • Utilized Salesforce software to analyze customer data and identify sales opportunities, leading to a 40% increase in outbound lead generation calls.

Education

Master of Arts - International Development

Gallaudet University
Washington, DC
06-2014

Bachelor of Arts - Communications

University of Connecticut
Storrs, CT
05-2012

Skills

  • Root cause analysis
  • Problem solving
  • Cross-functional collaboration
  • Google Workspace
  • Salesforce
  • Amazon Connect
  • AI prompt engineering
  • KPI tracking and analysis
  • Innovative solutions
  • Process improvement
  • Quality assurance
  • Project management

Affiliations

Camping

Muay Thai

Motorcycles

Travelling

Languages

English
Full Professional
American Sign Language
Limited

Timeline

Vendor Partner Manager 2

Intuit
07.2024 - Current

Sr Support Specialist, Office of the President

Intuit
03.2021 - 07.2024

Support Specialist, QBO/Payroll/Payments

Intuit
10.2019 - 03.2021

District Sales Manager

ADP
04.2018 - 10.2019

Master of Arts - International Development

Gallaudet University

Bachelor of Arts - Communications

University of Connecticut

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Chris O'Rourke