Aaron Chaney Email & Phone Number

Coppell, Texas, Us

• Ensure that the customer experience team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels and touchpoints in the customer journey• Enabling a two-way stream with customer facing teams through – collecting feedback from customer facing teams to derive meaningful insights for improvements and; guiding teams to ensure a customer-centric attitude while acquiring new customers or dealing with existing customers, aligning with sales and operation teams to align with the larger CX strategy.• Liaise with directors or heads of other teams such as sales, marketing, customer support, finance, IT, account management and operations to ensure customer-centricity in their respective departmental work. • Advocate for changes in other departments ways of working and cross functionally collaborate with teams to implement a change, if required for the improvement of overall customer experience• Measure and identify transformation opportunities for customer experience along with driving continuous process improvement culture across customer experience• Interact with executive/senior management level, proactively advocating for solutions and managing the customer escalation process• Create and implement an analytics strategy for best in class service delivery. Leverage existing and additional relevant technologies for reporting and analytics across customer service and other customer facing functions/ channelsManages a departmental sub-function within a broader departmental function. Creates functional strategies and specific objectives for the sub-function and develops budgets, policies, procedures to support the functional infrastructure.

Carrollton, Tx, Us

• Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers. • Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers. • Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed). • Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation. • Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. PO review and approval/budgeting responsibility. Review survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information.

Onsite training, testing and support of automated cash management solution. Troubleshoot software and hardware issues that may arise during the testing mode. Prepare reports and journals of daily activities during the testing period. Prepare cash room audit reports prior to and during the testing period. Be able to handle service calls from customers for any issue that might arise during or after the testing period.

Instructed in corporate classrooms and labs, in the field, or on the factory floor. Alternately or additionally, instructed through computer-based training (CBT), online training or teleconferencing.

Arlington, Va, Us

Performed a wide variety of technical tasks in support of processes, engineering, quality control, calibration, laboratories, production/test environment. Tests, troubleshoots, repairs, maintains and installs a wide variety of electronic, electromechanical, and mechanical, computer, laboratory and scientific systems and/or equipment. Assisted in the development of procedures. Set up and operated engineering and scientific equipment. Observes, analyzes and reported test data; and when appropriate makes necessary repairs to equipment. Utilized various engineering and scientific drawings, manuals and other related documentation in the performance of their tasks. May include configuration/data management. Checks for work correctness.