Brittany M. Email and Phone Number

Supporting NWEA division

As a Senior Success Manager, I work in close collaboration with the Strategic Partner Accounts team to ensure the success and retention of our Partners. Providing a variety of consulting regarding products and services, proactively monitors utilization, opportunities, and connecting our partners with the services and support needed to improve the overall experience and maximize the value they receive from NWEA.Working with large, strategic and complex partners. Delivering complex and custom consultations, including product features, product demos, system configurations, and best practices throughout the Academic Year.Coaching and mentoring as an escalation point for other Success Managers and peers in the Partner Success department.

Working as a Technical Consultant with Strategic Account Partnerships. Providing various levels of support to ensure Districts were fully supported with Technology needs. Covered Consultative needs with Partners to overcome any obstacles they may face during their Partnerships. Consulting on various topics such as SIS Integrations, Instructional Connections, Utilization, Devices, Networking and Reporting Usages/Functionality. Working with Partners to establish longterm, meaningful relationships. Constant communication with Partners to ensure they are attaining their desired outcomes and are able to achieve them without encountering blockers. Working with Partners throughout the calendar year to service their needs and assure they have a successful implementation of the software from year to year.

Working as a Technical Consultant between various School Districts in ME, VT, NH, NY, MA, CT & RI and Houghton Mifflin Harcourt. Responsible for providing in-depth technology support for both in and out of classroom support. Supported Districts by providing implementation, troubleshooting, data compliance and liaison to Product Development. Worked as a customer facing employee to go in to Districts and work remotely when needed. Provided support for network, infrastructure, software utilization, District reporting, SSO and Rostering Integrations with various SIS implementations. Worked one on one with multiple Districts to assure the best results possible for students and educators alike. Provided in-depth knowledge to all Partners involved within a District setting for anything relating to the Educational Technology and its implementation. Worked in collaboration with Account Executives, Professional Services, Engineering and Product Development teams. Regular travel to Districts who requested support.

Worked in partnership with Support Desk vendor to train, assist and manage all employed agents. Worked directly with vendor as the client and supported all facet of client services. Provided in-depth new hire training for multiple tiers of support. Worked directly with customers via remote support for complex/in-depth technical issues that could not be resolved by the vendor. Worked in collaboration with Product Development team to submit and assist with any submissions for technical support that I was unable to provide a resolution for. Kept escalation numbers as low as possible by constantly learning and assisting with customers on their complex issues regarding set-up, implementation and in classroom usage. Traveled to vendor regularly throughout the years to train agents on any new information or refreshers of knowledge.

Worked in partnership with Houghton Mifflin Harcourt and Support Desk vendor to train, assist and manage all employed agents. Worked directly with vendor as the client and supported all facet of client services. Provided in-depth new hire training for multiple tiers of support. Worked directly with customers via remote support for complex/in-depth technical issues that could not be resolved by the vendor. Worked in collaboration with Product Development team to submit and assist with any submissions for technical support that I was unable to provide a resolution for. Kept escalation numbers as low as possible by constantly learning and assisting with customers on their complex issues regarding set-up, implementation and in classroom usage. Traveled to vendor regularly throughout the years to train agents on any new information or refreshers of knowledge.

Dealing with all aspects of technical support and customer service for an Educational Technology Software Company. Assisting a variation of Education employees, school districts, teachers and technicians. Vast knowledge of computers along with their operating systems and programs. Working with customers to resolve their issues by means of remote sessions for fixes and working closely with our Development team to resolve issues that fall outside of Product Specialist scope. Establishing a rapport with customers and assuring all of their needs are met throughout the duration of their cases.

Assisted customers for an Educational Technology Software Company in various troubleshooting tasks and questions via chats and emails. Established cases with customers and went through proper procedure for assisting with their range of questions and came with solutions for customers.

Dealing with various aspects of technical support and customer service for an Educational Technology Software Company. Assisting a variation of Education employees, school districts, teachers and technicians. Taking inbound calls and following proper procedure for case escalations and improvements.

Multi-tasking constantly between dealing with patients both in person and on the phone. Scheduling appointments, completing paperwork for varying procedures, handling co-payments and working with different insurances on a daily basis.Multitasking on a daily basis between registering patients in person and preparing patients for future appointments/procedures. Dealt primarily with Urgent Care, Medical Imaging and Pre-Operative appointments.

Unit Secretary dealing directly with Staff and Patients/Families. Inputting Medical orders for varying procedures, scheduling surgeries/inductions along with appointments for newborns and mothers. Filing medical records, charts and various documents including consent forms for patients and newborns. Liaison between Medical Professionals and Auxiliary staff.