Anna Kehoe Email & Phone Number

Wilmington, Nc, Us

- Key leader overseeing West Coast bank operating system Support Engineering teams. Moved from North Carolina HQ to Utah to launch new geo & expand customer coverage. Hired, trained and enabled a team of 20+ software Support Engineers (SEs); intentionally fostering a culture of inclusivity and innovation in the workplace while driving department goals.- Collaborating across teams to proactively identify and de-escalate high-risk customers, create relevant Support Service Offerings (SSOs) within product ownership suite and scope functional areas between support and managed services teams for operational efficiency.- Product owner & solution growth team representative for Customer Success; providing voice of the customer (VOC) feedback in company-level conversations concerning Retail/Consumer Banking solution roadmap. Working with stakeholders to push forward business pain-points & enhancement requests, guiding feedback loop and aiding product lifecycle planning.- Directly overseeing a vertical of 7 Support Engineers specializing in Retail/Consumer Banking product solution suite & 1 associate manager along with their direct reports. Hold strategic leadership over 20+ Support Engineers as head of West Coast geo. - Ensuring SEs have access to the skills, tools, and processes needed to meet KPI’s & resolve cases with quality and efficiency.- Escalation point for high priority incidents & system outages reported during West Coast operating hours to ensure uninterrupted coverage.

Wilmington, Nc, Us

Head of Salt Lake City Support geo-location; Key leader overseeing nCino West Coast Support Engineering - Hiring, training and fostering a team of Salt Lake City based Support Engineers built from the ground up - Solution Growth Team representative for Customer Success (SGT). Act as Support Representative on company-level conversations on Retail & Customer Engagement (online banking) product growth.- Manage a team of Support Engineers specializing in nCino's Retail & Customer Engagement solutions. Ensuring Support Engineering staff have access to the skills, tools, and processes that they need to resolve cases with quality, efficiency, and high customer satisfaction - Serving as the primary escalation point for all customer escalated issues in portfolio and drive the issue to resolution- Exhibit ownership of Support Engineering training and professional development. Creating, coordinating, and instructing training programs to continuously invest in employee technical and communication skill sets.- Ensuring staff utilization is aligned proportionally to customers in portfolio- Working closely with Customer Success Managers to proactively identify and mitigate high risk customers in portfolio- Driving continuous improvement of Support Engineering processes and tools to increase case quality, efficiency, and customer satisfaction- Communicating Support Engineering team policies and processes to internal stakeholders and customers as needed- Managing backlog for all customer cases in portfolio with a focus on SLA compliance and customer satisfaction

Wilmington, Nc, Us

Responsibilities Include:- Ensuring Support Engineering staff have access to the skills, tools, and processes that they need to resolve cases with quality, efficiency, and high customer satisfaction- Recruiting, training, supervising, and evaluating performance of Support Engineers- Ensuring staff utilization is aligned proportionally to customers in portfolio- Working closely with Customer Success Managers to proactively identify and mitigate high risk customers in portfolio- Serving as the primary escalation point for all customer escalated issues in portfolio and drive the issue to resolution- Driving continuous improvement of Support Engineering processes and tools to increase case quality, efficiency, and customer satisfaction- Communicating Support Engineering team policies and processes to internal stakeholders and customers as needed- Managing backlog for all customer cases in portfolio with a focus on SLA compliance and customer satisfaction

Wilmington, Nc, Us

Subject Matter Expert (SME) & Team Lead for Support Feature Team, "Engagement:" acting as support engineering point of escalation & expert consultation for the following nCino products: Customer Portal, Partner Portal, Online Application, Enterprise Onboarding (KYC), Deposit Account Opening (DAO), and Treasury Management.Responsibilities include: - Managing support team case backlog, conducting stand-up meetings, delivering training & knowledge share to drive quality casework. - Analyzing case and customer usage trends for documentation and process enhancement. - Consulting with Enterprise-level customers on nCino Gold Standards for feature implementation, usage and optimization. - Troubleshooting, replicating, and resolving issues for Enterprise-level customers as well as acting as escalation point for uniquely urgent issues. - Collaborating and providing feedback to Product Development, Data Services, and Customer Success. - Facilitating technical review of feature related Product Development Issues (PDIs).- Applying Knowledge Centered Service (KCS) methodology to author, structure, reuse and improve articles as part of case management process.- Identifying and designing best practice implementation for Support Service Offerings.

Wilmington, Nc, Us

Providing customer service to Financial Institutions leveraging the nCino Cloud Bank Operating System by:- Analyzing customer business processes and solution based on platform functionality-Implementing new features, feature enhancements, and major/minor releases in customer environments- Researching, troubleshooting, replicating and resolving customer reported configuration enhancements, error messages and questions.- Continuously meeting and exceeding customer’s SLAs for case response, customer communication, and resolution time- Applying Knowledge Centered Service methodology to write, structure, reuse and improve articles as part of case management process- Consulting with customers on nCino Gold Standards for feature implementation, usage and optimization- Collaborating with Product Development, Data Services and Customer Success Managers when necessary to ensure product and client success

-Managing multiple marketing and promotional projects for UNCW's Office of the Arts's annual Lumina Arts Festival-Helping compose and execute a scheduled social media and marketing plan for the festival's 35+ events -Various event planning responsibilities including designing, writing and sending out a weekly newsletter to an audience of 20,000+

-Intern & Sales Associate in charge of event planning, social media marketing, and personal selling at MeadowLark Boutique -Research & event coordination for fashion shows, expos, and galas-Collected and analyzed consumer data, using excel to put together a monthly report and suggesting appropriate marketing decisions to make based on data.

-Interfacing with (assisting and processing) students’ package pick-ups; utilizing database tracking system

Los Angles , California , Us

-Oversaw store counter & sales activity including wedding tastings, order-planning, delivery-Head closer of store and cash-register (POS) system & deposits

Business Analytics And Marketing

Education record