Alisyn Collins Email & Phone Number

Raleigh, North Carolina, United States

Raleigh, North Carolina, United States

Lead a global team of technical support experts, product specialists, project managers, and junior developers with the goal to improve the efficiency, knowledge, and agility of our Services teams, allowing them to better serve our client base.- Developed tools for internal users to eliminate common manual tasks, aggregate and analyze data for client.

- Managed a team of eight, including three remote/international employees, providing escalation support for internal- and client-reported issues- Reduced the number of escalations from the Global Support team through the implementation of new tools and process efficiencies, resulting in a negative growth rate for the first time in over 3 years- Worked with.

Morrisville, North Carolina

- Managed a team of five, including one remote employee, providing escalation support for internal- and client-reported issues- Led a team initiative that accomplished an overhaul of all client-facing FAQs- Implemented a new connector between Salesforce and JIRA to allow for more real-time updates between Engineering and client-facing support reps.

Performed all aspects of the Customer Support Queue Lead role with the addition of acting as a people manager for the 3 Customer Support Analysts on the eBay team.

- Acted as knowledge leader for ChannelAdvisor’s eBay product, monitoring all related engineering tickets and alerting customer-facing teams of current issues- Trained and mentored new hires and other Customer Support Analysts to further their knowledge of the system- Worked with Level 2 Support and Engineering teams to resolve issues as well as identify.

- Provided outstanding front line customer and technical support for ChannelAdvisor clients- Created and maintained both internal and client-facing documentation and FAQs- Was awarded Quarterly Team Top Performer and Case Ace Award (2)

- Implemented Oracle's PeopleSoft Enterprise Learning Management system for client Biomerieux- Developed training maps for employee certification - Developed queries in PeopleSoft using SQL for purposes of reporting

- Implemented and maintained Learning Management Systems for over 400 clients using Element K's KnowledgeHub platform - Created and maintained LMS-related processes and documentation, - Worked as a junior developer with Adobe Flash and XML for the creation and maintenance of courses - Teamed with project managers, sales team members, and clients to.