Cathy Hall Email and Phone Number

Proven leader in the management of call center operations, quality assurance, and customer experience.Wave Systems Corp, Lee, MA.Global Director of Technical Support & Customer Care, November 2011 to present.Customer Support Manager, April 2010 to November 2011.Technical Support Analyst, November 2007 to April 2010.• Direct and prioritize call center operations to effectively provide support to customers worldwide. • Evaluation of call center volume to identify trends and implement proactive measures to mitigate risks. • Management of customer complaints ensuring service level agreements are met and resolution is provided within the expected timeframe. • Account management of strategic customers to review support tickets, infrastructure requirements, upgrade paths, and future security strategy.• Liaison to engineering and quality assurance teams for escalation of issues that require an advanced level of support.• Plan and execute internal testing and feedback for all beta packages including client, server, and Cloud products.• Streamline feedback to product management specific to new product requirements, change requests and feature enhancements. • Quarterly business reviews with partners and resellers.• Create, edit and publish technical knowledge base articles for internal and external consumption. • Weekly reporting to executive management on call metrics, product quality issues and customer feedback.

Experienced in the implementation and management of Electronic Data Interchange (EDI) solutions for customers throughout the US.The Kodiak Group, Pittsfield, MA.eCommerce Account Manager, August 2001 to December 2006.Helpdesk & Support Operations, November 1996 to July 2001.eCommerce Account Management:• Create and present quarterly performance review. • Administer contract maintenance and renewal.• Train account staff on internal EDI applications and use of ticketing system.• Creation of technical specs specific to transactions being utilized.• EDI mapping and translation. • Design and management of internal technical resource center.• Daily support included trading partner rollout, EDI technical support for vendors, and internal system support for client. Helpdesk & Support Operations:• EDI monitoring and support of various production systems (SAP, Unix, EDI gateways).• Creation of support tickets and issue management. • Helpdesk and on-call support.• Mapping and map spec quality control.• Management of trading partner rollouts.• Training and support of client staff.• Weekly project reporting to client executive management.