Blessy Thomas-Jacob Email & Phone Number

San Francisco, California, United States

Modern ITAM for hardware and software.Our platform improves asset visibility, automation, compliance, and accuracy for complete enterprise technology management.Oomnitza is a modern ITAM platform for complete enterprise technology management across hardware and software. We deliver comprehensive asset visibility, automation, and compliance for today’s ever-changing enterprise. At the core, running ITAM without data accuracy is pointless. We improve the quality of your hardware and software asset data (quickly) so your business can move faster and more efficiently.

San Francisco Bay Area

• Lead efforts to develop overall team strategies, objectives, and metrics to improve efficiency and automation• Prepared, analyzed, and communicated monthly metrics to drive product features with product and engineering management• Optimize ticket workflow for over 1200 tickets monthly and ensuring client service delivery SLAs are met• Trained, managed, and improved performance of tier 2 and tier 3 technical support team responsible for serving SMB to Enterprise customers• Responsible for triaging critical issues and escalations to work with stakeholders across various orgs to resolve highly technical issues• Optimized and managed the operations for the Zendesk environment• Launched company's internal and client-facing knowledge platform• Awarded with the “love” award representing internal feedback across 6sense peers

San Francisco Bay Area

• Built a team of 12 specialists- T1 and T2 to support SMB clients• Coordinated and managed daily inbound calls or emails for all tiers of service• Addressed customer inquiries and frustration regarding accounts, data, campaigns, and technical issues• Managed customer records and escalations• Provided training for all new hires and support interns

San Francisco Bay Area

• Handled inbound customer support requests and 1st level technical support - L3 along side engineering• Recognized as #2 Manager in 2017 • 97% positive customer feedback based on client survey by company• Worked with company CEO to co-developed training guide for new employees

San Francisco Bay Area

• Onboarded, trained and monitored performance of over 100 clients• Responsible for ensuring client success on the platform• Nurtured & grew new clients accounts• Interacted with management to provide weekly updates and performance data

Long Island Ny

• Trained high level company officials, technical trainers & 200+ end users on POS system (Siesta),Active Directory, Payroll Systems (Oracle Incentive Compensation) & proprietary applications.• Developed training procedures for teams of 12 tech trainers, including instructional manuals, & guides.• Developed & presented multi-level training sessions in test & live environments.• Oversaw aggressive on-site training across 30 top performing store locations and warehouses.• Created follow up training procedures for trainers & store management.

Long Island, Ny

• Provided expertise, education/training, guidance, recognition, and professional development to staff to support daily operations.• Extensive knowledge of ICD-9, ICD-10 codes• Aware of Insurance regulations and guidelines (e.g. Medicare, Medicaid, Oxford, BCBS, UnitedHealthcare)• Trained subsequent employees on newly implemented systems and procedures.

Mis, Business Administration And Management, General

Oracle Certification, Erp

Sap Hr