Colton Qualls
About Colton Qualls
Colton Qualls is a Member Support Associate with a strong background in information technology and customer support. He has demonstrated significant improvements in resolution rates and customer satisfaction through enhanced workflows and user education initiatives.
Work at Hotel Engine
Colton Qualls currently serves as a Member Support Associate at Hotel Engine, a position he has held since 2024. In this role, he has focused on enhancing customer support processes. His efforts have led to a 21% increase in customer satisfaction within 90 days by optimizing ticket response times. This improvement has allowed support specialists to dedicate more time to problem-solving, thereby enhancing the overall customer experience.
Previous Experience in Information Technology
Before joining Hotel Engine, Colton Qualls worked at CoorsTek, Inc. as a Senior Information Technology Support from 2022 to 2024. He also held the position of Information Technology Help Desk Analyst Tier 2 at Accept.inc from 2021 to 2022. During his tenure at CoorsTek, he implemented a new ticket system workflow that significantly reduced support response time from 24 hours to just 2 hours. Additionally, he reduced annual support ticket volume by 1,400 tickets through user education initiatives.
Education and Expertise
Colton Qualls has a strong educational background in technology and culinary arts. He studied Culinary Arts/Chef Training at Johnson & Wales University, earning an Associate of Arts and Sciences (AAS) from 2009 to 2012. He furthered his education at Western Governors University, where he studied Data Processing and Data Processing Technology, achieving a Bachelor's degree from 2023 to 2024.
Achievements in Customer Support
Throughout his career, Colton Qualls has made significant contributions to customer support teams. He enhanced troubleshooting workflows, resulting in an increase in resolution rates from 77% to 89% within 30 days. He also mentored junior team members, leading to the promotion of 3 out of 5 team members to advanced technical roles within 6 months. His contributions have been instrumental in achieving high customer satisfaction and operational efficiency.
Experience at Apple
Colton Qualls worked at Apple as a Technical Expert from 2014 to 2021. In this role, he assisted over 9,000 customers and contributed to a knowledge base utilized by over 3,000 colleagues. His focus on collaborative problem-solving and troubleshooting processes helped the support team achieve a ranking among the top 3 in North America.