Anne Epperson

Anne Epperson Email and Phone Number

Technical Customer Support Team Lead at Avidyne @ Avidyne
710 North Drive, Melbourne,FL 32934,United States
Anne Epperson's Location
Melbourne, Florida, United States, United States
Anne Epperson's Contact Details

Anne Epperson personal email

About Anne Epperson

Ten (10)+ years of customer service support using multiple platforms of communications; phone, email, CRM, and case tracking applications. Work with customers to provide updates to request, and assist with understanding the issue, and provide recommendations for a solution. Work to ensure customer experience is achieved by listening, and providing accurate information. Process improvement and creation; creating more than 40 process documents and training material, where none existed at current work place. Using process improvement application DMAIC to prove the process is needed and works. Create knowledge based articles for both customers and dealers to self triage and self service common issues. Assist technical support in various roles; provide first level phone support to triage the call, support where applicable, case creation and case management, allowing management the details necessary for providing accurate numbers for reporting. Quality Assurance within a call center environment; reviewing calls with clients to ensure accuracy of details, recommendations for training, and call center analysis for call quality through random call reviews. Provide coaching and recommendations for better customer support. Typing skills; 35-40 words a minute, transcribe voice messages for agents. Focusing on accuracy in case ticket creation or updates. Project Management skills; work with project managers and program managers to provide updates, and project completion information. Knowledgeable in Microsoft Word, Excel, PowerPoint. Oracle ERP for Order Management, Return Material Authorization (RMA), and Purchase Order processing. Specialties: Process Improvement, Project Management, Portfolio Management, Training delivery, Training development, Product lifecycle, Call Center Training, DMAIC, Mercury Interactive, MicroSoft Suite; Word, Excel, PowerPoint, Project, Toastmasters, Web Conferencing, ISO, Oracle ERP

Anne Epperson's Current Company Details
Avidyne

Avidyne

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Technical Customer Support Team Lead at Avidyne
710 North Drive, Melbourne,FL 32934,United States
Website:
avidyne.com
Employees:
152
Anne Epperson Work Experience Details
  • Avidyne
    Level 1 Technical Support For Pfd And Mfd
    Avidyne Feb 2018 - Present
    Melbourne, Florida Area
    Direct customer support via phone and case management tracking system. Provide status updates, product support, including upgrade information and compatibility. Assist level 2 technical support with administrative duties, including software updates.
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  • Percepta ~ Creating Customer Loyalty For 15 Years!
    Quality Assurance Specialist
    Percepta ~ Creating Customer Loyalty For 15 Years! Jul 2015 - Feb 2018
    Melbourne, Florida Area
    Provide quality assurance for call center analyst assigned to manage disputes between the consumer and the client. Provides recommendations for best practices, process improvements, and identifies trends based on quality metrics.Provide call center agent evaluations for assigned teams. Utilized approved evaluation measures to educate, mentor, and coach agents on call and electronic case handling. Meet regularly with management and the client to ensure quality standards are met or exceeded. Work with management to add and monitor new skills added to agents toolbox. Provide call support for teams assigned to maintain skills and assist with service level, as needed.
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  • Percepta ~ Creating Customer Loyalty For 15 Years!
    Web Analyst - Technical Support Specialist
    Percepta ~ Creating Customer Loyalty For 15 Years! Jun 2013 - Jul 2015
    Melbourne, Florida Area
    Web technical support for Ford Motor Company. Inbound, outbound call center support for Ford Dealerships within the US and Canada. Provide troubleshooting and assistance to resolve client issues. The Technical Support Specialist follows documented protocols for first contact resolution, escalations to second level support, and follows up in order to resolve client technical concerns. Answer phone and email requests for technical assistance and perform Tier 1 and 2 troubleshooting and analysis. Create and/or resolve username and password inquiries. Install or uninstall basic software components, Verify proper software set up(s). Assist with application navigation. Troubleshoot issues with job role(s). Create and update troubleshooting guidelines.
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  • Gsi Commerce, An Ebay Company
    Cssr
    Gsi Commerce, An Ebay Company Nov 2011 - Jun 2013
    Melbourne, Florida Area
    Call Center support for American EagleSeasonal supervisor; responsible for coaching, hiring, mentoring, and all other managerial duties.
  • Gryphon Group Security Solutions Llc
    Administrative Assistant / Receptionsit
    Gryphon Group Security Solutions Llc May 2011 - Nov 2011
    Melbourne, Florida Area
    Office/Clerical duties: faxing, scanning, data base management (entry and updates), training material validation and verification (for accuracy), training material preparation and assembly, facility readiness for classes and graduations, additional office related duties as needed
  • Alameda County Veterans Employment Committee
    Volunteer Project Manager, Webmaster
    Alameda County Veterans Employment Committee Aug 2009 - Aug 2011
    Primary responsibility is to update and publicize the ACVEC (Alameda County Veterans Employment Committee) website. Working closely with Alameda County Veterans EDD Representatives, community outreach organizations and the local chapter of Veterans Affairs, content is provided ad hoc and monthly to ensure content is updated and accessible to local area veterans seeking information. Managing site updates as a project plan allow for consistent messaging, timely responses and messaging to those visiting the site.Communications of updates and changes is managed through LinkedIn; Veterans STP – SV group. As a Manager for this group I actively communicate updates to the ACVEC site and remind members in this group of upcoming activities. Acting as a conduit, information is researched and validated prior to release. I present the ACVEC site to EDD clients attending a class called Strategy’s to Success where participants are encouraged to join the Veteran’s STP – SV group, and attend monthly ACVEC meetings to address issues and concerns.
  • Bay Area Techworkers
    Project Manager Pmo
    Bay Area Techworkers Mar 2010 - May 2010
    Vendor Rep for BATW at Cisco responsible for Acquisition Integration for US and Canada Service Sales teams. Responsibilities included negotiating on behalf of the area VPs and Directors for goal and comp details, forecast breakdown, training and communications plans to ensure an effective integration.
  • Cisco Systems
    Project Manager, Customer Advocacy
    Cisco Systems Feb 1995 - Jun 2009
    Developed process to increase awareness and accountability for new product releases to cross-functional organizations. Resulting in availability of new product support contract offerings within 3 days of product release, down from 52 days.Increased cross-functional communications between internal teams to ensure efficiency in processes and updates impacting project outcomesCore team member for internal process improvementLead project manager for changes to processes refinement and improvements Managed productivity awareness and changes for organizations project managers. Results included implementation of project management software, definition of key deliverables, training and monitoring resultsDevelop and deliver training material for product offeringsDirect customer contact; phones, email, site visits and training on e-Commerce tools
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  • Cisco Systems
    Senior Customer Service Representative
    Cisco Systems Feb 1995 - Jun 2000
    Responsible for the day-to-day order management of 100+ customers varying in range from small business to multi-million dollar businesses. Negotiated quarterly business trips to train customers and sales teams on e-Commerce tools use and registration. Customer Service (CS) daily duties included order processing, change orders, setting shipping priorities, expediting orders, and acting as a liaison between customer and accounts payable. Additional duties included developing and delivering training to CS on select products developed and shipped from Cisco. To ease product complexity issues I created a “cheat sheet” to assist Customer Service Reps (CSRs) and e-Commerce customers entering complex product orders which was adopted by software engineering and today is called a compatibility matrix used by both engineers and customers. I was called upon to use my training experience to assist in the implementation of Cisco’s first Customer Service Call Center. I managed the e-Commerce portion of the call center; developing and delivering training, performing call center site visits, and responding to all customer complaints. Through customer complaints changes to processes and procedures were implemented and additional training through the call center training team was established and monitored.
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  • Peripheral Land Inc
    Order Entry Supervisor
    Peripheral Land Inc Jun 1991 - Nov 1994
    Manage day-to-day company order processing operationsSupervised team of 5 customer service representativesMaintained and prioritized customer backlog and shipping priorityCo-managed manufacturing operations as needed for product builds, returns, and inventory.
  • United States Postal Service
    Casual Worker
    United States Postal Service Jun 1990 - Jun 1991
    Culled, sorted and delivered US Mail to businesses and customers as assigned by supervisors.
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  • Us Navy
    Weapons Technician
    Us Navy Sep 1982 - Sep 1989
    Document control, Weapons Movement, Weapons Maintenance
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Anne Epperson Skills

Program Management Process Improvement Cross Functional Team Leadership Project Management Management Integration Quality Assurance Team Building Change Management Project Planning Customer Service Six Sigma Team Leadership Operations Management Strategic Planning Product Development Powerpoint Visio Product Management Troubleshooting Telecommunications Strategy Dmaic Microsoft Word Call Centers Filemaker Pro Project Portfolio Management Ms Project Training Delivery Iso Toastmasters Portfolio Management Call Center Access

Anne Epperson Education Details

  • University Of Phoenix
    University Of Phoenix
    Business Management
  • Stanford University
    Stanford University
    Project Management
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  • University Of Phoenix
    University Of Phoenix
    Business Administration
  • Mvrop
    Mvrop
  • The George Washington School Of Business
    The George Washington School Of Business
    Project Management

Frequently Asked Questions about Anne Epperson

What company does Anne Epperson work for?

Anne Epperson works for Avidyne

What is Anne Epperson's role at the current company?

Anne Epperson's current role is Technical Customer Support Team Lead at Avidyne.

What is Anne Epperson's email address?

Anne Epperson's email address is ae****@****ail.com

What is Anne Epperson's direct phone number?

Anne Epperson's direct phone number is +132182*****

What schools did Anne Epperson attend?

Anne Epperson attended University Of Phoenix, Stanford University, University Of Phoenix, Mvrop, The George Washington School Of Business.

What are some of Anne Epperson's interests?

Anne Epperson has interest in New Product Introduction (Npi), Cooking, Project Management, Volunteering, Product Life Cycle Development (Plcd), Learning, See Less, Change Management, See 3, Photography.

What skills is Anne Epperson known for?

Anne Epperson has skills like Program Management, Process Improvement, Cross Functional Team Leadership, Project Management, Management, Integration, Quality Assurance, Team Building, Change Management, Project Planning, Customer Service, Six Sigma.

Who are Anne Epperson's colleagues?

Anne Epperson's colleagues are Hobby Hobson, Bob Geist, Spencer Payne, Mabelene Hasenkamper, Wei Guo, Rez Bahmanpour, Ashton Frias.

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