Alex Blough Email & Phone Number

Alexandria, VA, US

Reston, Virginia, United States

• Responsible for strategic planning, preparation, and business development for Ellucian Customer Success Advisory roles driving customer SaaS adoption.
• Manage teams in Product Support and Customer Success.
• Created and implemented initiatives that reduced the backlog of open cases and improve customer NPS and Satisfaction YoY.
• Developed and managed top-performing resources/teams focused on achieving and surpassing company goals and customer expectations.
• Applied leadership principles to enhance workforce management, quality control, and process improvement activities.
• Centralized performance monitoring, reporting, and data analytics.

Reston, VA

• o Manager of the Global Support team which supports "Colleague Student and Accounts Receivable" software for all customers at Ellucian Responsible for the interview process for all new team members Process and lead.
• Establish goals with team members on an annual basis
• Responsible for salary reviews, increases, and rewards Conduct bi-weekly 1-1’s with all team members to track progress and their career goals Form and document promotion approval applications for team members Lead.
• Active participant in assisting analysts with their cases
• Active team member in technical support roles: working cases to assist the team/department
• Considered a “Player Coach” by team members Provide professional development guidance to team members Spearheaded multiple internal beta initiatives for ways to improve Global Support overall Lead frequent.

Reston, VA

o Developed and compiled new hire training outlines/documents utilized by every new hire in Global Supporto Provided successful training workshops for Global Support on within areas of expertise (Ellucian Software)o Point of Contact when Team Manager was out: Handling escalations and other manager duties while the actual manager was out of the officeo.

Falls Church, Virginia, United States

o Delegated and shared responsibilities with individuals and organized team strategies that increased sales at several competitive large conventions around the nationo Worked with customers and other companies to strengthen sales and secure beneficial business relationshipso Designed, used, and maintained reports on weekly numbers/goals to increase.