Anna Dispensa Email & Phone Number

Aliso Viejo, Ca, Us

Responsible for leading a team of customer support, customer success, preferred account specialists, billing support, and technical support staff with the goal of delivering positive and meaningful interactions with customers and patients, working on strategic initiatives within the department to enhance customer experience, increasing departmental efficiencies, and improving ongoing learning and development within the team.Awarded “MVP of the Year” and to the CEO Circle for 2021, and “Be the Difference'' award for 2020, a peer-nominated recognition for those who "go above and beyond to put patients first and support their teammates across the organization".Successfully transitioned Client Solutions team from fully onsite to remote work from home during the COVID-19 pandemic.Implemented the Talkdesk CX Cloud platform solution for client-facing teams, navigating both cultural and technological barriers, in pursuit of an improved client experience and superior reporting capabilities. Expanded departmental capabilities to support the CARE for COVID software platform and at-home saliva testing selected by the Orange County Health Agency provided free to OC residents.Launched Ambry's Net Promoter Score (NPS) and customer satisfaction survey program.Built Ambry's client-facing technical support team.

Newport Beach, California, Us

On the executive leadership team responsible for the creation and management of Voxology, a Shoutpoint spin-off. Improved the technical recruiting process, from initial outreach through interviews, negotiations, and successful hires, garnering positive feedback on the candidate experience on Glassdoor. Participated in the official Voxology launch and booth exhibition at LeadsCon trade show. Planned Orange County startup community promotion at Tech Coast Angel event.

Newport Beach, California, Us

Member of the executive leadership team, overseeing technical support, project management, professional services, training, quality assurance, and technical recruiting for the company’s cloud-based software, telephony platform.Interacted with developers, tracking issues throughout the software development cycle using JIRA, ensuring projects were brought to completion on time, and to specification.Conducted staff reviews, focused on communications, leadership, and career development skills.Member of the group responsible for the creation and management of Voxology, a Shoutpoint spin-off and alternative to Twilio for developers interested in advanced API functionality.

Us

Responsible for overall project management of strategic customer relationships through implementation, testing, pilot, and live operations of the SaaS e-invoicing software. Participated in the statement of work (SOW) negotiation with Sales to ensure project expectations were clearly stated, able to be executed, and clearly documented in Salesforce.Led weekly team meetings with the customer and through these meetings actively managed the project timeline and action items.Initiated and managed technical specifications governing interfaces and functionality, acting as a liaison between the customer and Transcepta Engineering.

Irvine, Ca, Us

Responsible for day-to-day operations of support, training, professional services, and network administration staff. Managed client and partner relationships, monitored issues and key performance indicators (KPI) in Salesforce, directed projects, and facilitated solutions to ensure client satisfaction and retention.Led, mentored, and increased employee satisfaction and productivity through positive coaching and proactive career development focusing on individual interests and strengths.Interfaced with engineering and executives on system issues and product roadmap.

Irvine, Ca, Us

Oversaw daily technical operations and associated staff, including support, training, and professional services development.Communicated technical and digital marketing best practices via trainings, seminars, and documents.Led team to develop and manage an updated WordPress-based client resource center and knowledge base, containing industry best practices, FAQs, product documentation, and training videos.Provided sales engineering technical demos and introductions to support services to prospects.

Irvine, Ca, Us

Managed and coordinated open training classes (GotoMeeting/GoToTraining) of cross-media marketing software. Produced, recorded, and updated product training sessions and course materials.Analyzed client needs and recommended appropriate solutions utilizing business-to-business software products and services to launch effective cross-media marketing campaigns. Resolved support cases on issues involving HTML, CSS, Flash, and JavaScript.

Westlake Village, Ca, Us

Provided system administration, training, and helpdesk support to 60 local and remote commercial real estate agents. Collaborated on corporate-wide email platform upgrade project ensuring service with 99.5% guaranteed minimum uptime for increased functionality, security, and reliability. Negotiated corporate discount program with Dell for software licensing, networking equipment, computers, and peripherals saving an average of 26% off retail cost. Implemented an open source helpdesk and inventory tracking system which improvedreporting and increased efficiency resulting in cost savings of $10,000 annually compared topopular alternatives.Developed broker/property websites and customized online marketing plans.

Irvine, Ca, Us

Promoted from Technical Support Provider, CompUSA, to assist in establishing new call center.Managed 45 agents for a global provider of networking solutions for home and small businesses. Responsible for the hiring, training and mentoring of technical support employees as well as conducting employee reviews and managing resource budgets.Established and verified customer Service Level Agreements (SLA’s).

Miami, Florida, Us

Promoted to dedicated product support for Accton and SMC networking adapters, hubs, switches, and wireless products. Created knowledge base for team, supervised and trained new hires, and call coached technicians.

Miami, Florida, Us

Served as a Prudential Team Lead providing a contact for group to the laptop repair center. Responsible for training new agents on the account and keeping group aware of current issues and procedures.Awarded “Kingston Technician of the Month” and “Technician of the Month” for the Call Center twice. Support lines included 900, Credit Card, NDC, Kingston memory, Dial-A-Tech, Prudential Securities Helpdesk.

Mba

Ba, Art & Performance