Andrew Cheever Email & Phone Number

Indianapolis, In, Us

Indianapolis, Indiana, United States

»» Stepped into a mature environment but still identified opportunities for improvement, identifying best work practices, encouraging team-driven CX suggestions, and transitioning to a Swarming Support model. »» Built and expanded an onsite technical team in Indianapolis to support Marketing Cloud Intelligence (Datorama), creating the U.S. solution support presence requiring transition from contractors to a hybrid U.S. and offshore team of 40+ in India. »» Recruited, coached… Show more »» Stepped into a mature environment but still identified opportunities for improvement, identifying best work practices, encouraging team-driven CX suggestions, and transitioning to a Swarming Support model. »» Built and expanded an onsite technical team in Indianapolis to support Marketing Cloud Intelligence (Datorama), creating the U.S. solution support presence requiring transition from contractors to a hybrid U.S. and offshore team of 40+ in India. »» Recruited, coached, and mentored an India-based offshore team of 39 engineers and 3 managers, accomplishing major support and team infrastructure transformation during the pandemic while maintaining high customer satisfaction.»» Owned the delivery of technical support services earning top KPIs, including 99.9% SLA attainment, 4.79/5.0 CSAT with 4.82/5.0 for escalations, 10.3 average days to close, and a 10% reduction in case rates through knowledge base development. Show less

Indianapolis, Indiana, United States

»» Initially worked with Datorama prior to Salesforce acquisition, transitioning through the M&A process and joining Salesforce as a Senior Manager.»» Collaborate cross-functionally with Sales, Customer Success, Product, and R&D stakeholders to ensure the most seamless and efficient customer experience.

Indianapolis, Indiana, United States

»» Drove customer success and satisfaction by testing and developing technical resolutions to customers’ challenges, owning and administering all tools leveraged by the CS team, and configuring Salesforce.com CRM suite integrations.»» Achieved high customer satisfaction rating (4.85/5.0) with low time-to-resolution of 3.4 days, concurrently improving systems internally to elevate operational efficiencies, reduce administrative burdens, and create a single source of truth.»»… Show more »» Drove customer success and satisfaction by testing and developing technical resolutions to customers’ challenges, owning and administering all tools leveraged by the CS team, and configuring Salesforce.com CRM suite integrations.»» Achieved high customer satisfaction rating (4.85/5.0) with low time-to-resolution of 3.4 days, concurrently improving systems internally to elevate operational efficiencies, reduce administrative burdens, and create a single source of truth.»» Implemented Zendesk with Jira, Intercom, knowledgebase, and ticketing integrations, holding accountability as Salesforce Administrator and Developer, consolidating required windows and systems, and improving data access.»» Built reports to enable creation of customer scorecards, not only as a means of identifying vulnerabilities and opportunities but also to support renewals—retention increased by 20%—resulting in an industry-leading Net Promoter Score of 71. Show less

Indianapolis, Indiana, United States

»» Progressed through increasingly accountable roles—Systems Support Engineer, Tier 2 Technical Support Manager, and Enterprise Engineer—focusing on troubleshooting software and hardware issues, providing Level 2 and 3 customer support, and collaborating with the Development and QA organizations to report bugs and implement patches. »» Built and led teams of up to 9 engineers, taking the time to create a career map, offer targeted training and mentorship, and onboard nontraditional… Show more »» Progressed through increasingly accountable roles—Systems Support Engineer, Tier 2 Technical Support Manager, and Enterprise Engineer—focusing on troubleshooting software and hardware issues, providing Level 2 and 3 customer support, and collaborating with the Development and QA organizations to report bugs and implement patches. »» Built and led teams of up to 9 engineers, taking the time to create a career map, offer targeted training and mentorship, and onboard nontraditional talented team members.»» Achieved an enviable customer satisfaction rating of 4.78/5.0, in part by taking ownership of customer issues, but also by creating a knowledge base to document issues and fixes, cutting resolution time by 39%+ or 5+ days and case rate by 12%.»» Reduced inbound custom Crystal Reports requests by 23%, elevating satisfaction and freeing engineers’ time, creating prebuilt report templates for the most common requests, and serving as manager for the existing library.»» Recruited new talent and tripled team size to dedicate one-third to Tier 3 issues and the remainder to Tier 2, greatly improving workplace culture by selecting both traditional and nontraditional engineer talent to diversify operation. Show less

Indianapolis, Indiana, United States

»» Led a team of up to 10+ in executing projects with values of up to $1M, managing within a matrix environment to ensure the timely and cost-effective design, installation, and maintenance of automated conveyor systems and automation tools. »» Wrote and developed a handheld Windows-based mobile barcode scanning software to automate inventory management processes, improving time and task management and allowing for reallocation of manual labor hours.»» Designed human-machine… Show more »» Led a team of up to 10+ in executing projects with values of up to $1M, managing within a matrix environment to ensure the timely and cost-effective design, installation, and maintenance of automated conveyor systems and automation tools. »» Wrote and developed a handheld Windows-based mobile barcode scanning software to automate inventory management processes, improving time and task management and allowing for reallocation of manual labor hours.»» Designed human-machine interfaces with touchscreen displays, enabling heightened control and monitoring of machinery and processes and leveraging data to improve efficiencies, expedite resolutions, and drive operational excellence.»» Oversaw the UL-Certified Electrical Panel Shop and served as the UL Certification Coordinator, developing and documenting first-time processes and procedures—UL designation was only a year old—ensuring compliant signage and systems. Show less

Terre Haute, Indiana, United States

»» Assisted in the implementation of Total Productive Maintenance (TPM) methods, identifying opportunities to improve and automate existing processes and equipment, reduce errors and accidents, and facilitate teamwide training and education.»» Sketched, developed, and built nonstandard apparatus, fixtures, and instruments according to engineering data and desired characteristics, verifying and validating dimensional and functional acceptability of fabricated devices.