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.• Improved engagement and business culture through innovation, reducing unwanted attrition.• Led cross-department groups in successfully achieving industry awards and recognition and company SaaS transformation.• Managed annual budget for teams and direct reports.

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 monthly performance evaluations for all team members• 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 weekly incident meetings to discuss difficult issues and promote collaboration Hold monthly team meetings to cover housekeeping items, provide learning shots, and grow together as a team Participate in weekly leadership meetings – active role in Global Support leadership changes Define and focus the team on Knowledge Management Leading the team by example• 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 interdepartmental meetingso Volunteer participant in annual Ellucian Live conferences held around North America (2016-present) Presented on multiple higher education and Ellucian specific technical software topics in front of both live and virtual audienceso Volunteer speaker at TSIA Live 2019 – Millennials in the Workplace sessiono Provide internal training workshops for Global Support on within areas of expertiseo Received TSIA Support Management Certification in 2019

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 Aided outside teams that were down resources 2014-2015o Organized and created “Master” documents for application specific Knowledge Management to generate intuitive search functions for internal and external queryingo Volunteer participant in the Global Support both at Ellucian Live 2014 and 2015o Global Support Queue Case Assignments: Delegated and monitored internal queue in order to ensure that all priority cases were assigned and contacted within SLA limits. o Global Support specialist in all things related to Ellucian Software (Colleague)o Received multiple Employee Appreciation Awards highlighting Ellucian employee spirit and performanceo Received Team Award for having a 9.8+/10 client satisfaction in 2015o Received 2015 Super Star Award – highest case closes, high client satisfaction, and high knowledge article revision/creation across the Colleague Action Line departmento Beta SharePoint Team Site testing and maintenance for the Global Supporto Volunteer participation in the Colleague/Recruiter Late Shift Team (working off hours to support different time zones)o Volunteer member of the Employee Engagement Survey Teamo Formed Knowledge Articles and maintained Change Requests for internal and external use to reduce redundancy and increase efficiency within the software o Assumed multiple support roles throughout the department by using high level problem solving and troubleshooting logic expressed by assisting other teams/departments and resolving issues outside of my area of expertise/team

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 convention productivity and profitso Composed reporting and record keeping documents including sales figures and inventory/asset tracking orderso Designed company labels and advertisements that were distributed at many major conventions