Celene Fraticelli Email & Phone Number

Responsible for ensuring operational excellence and efficiency in the delivery of global technical support services. Collaboration with leadership to optimize processes, overseeing program management, KPI monitoring, and policy compliance. Additionally, engaging with various organizational levels to prioritize customer satisfaction and operational efficiency, while liaising with the legal team to uphold customer-facing support policies.

Broomfield, Colorado, United States

Effectively collaborated with Customer Success Management, Customer Support, and Technical Account Management teams to streamline customer onboarding, resulting in 35+ successful onboarding experiences for B2B, B2C, and B2G customers, representing over $1 million in support services.Generated qualitative and quantitative reports using Salesforce, Snowflake, SQL, and Alteryx to identify automation opportunities. Reduced manual processes for the Support Experience Team by 50% through successful cooperation with the Operations team.Leveraged Alteryx, Snowflake, and Salesforce reports to automate monitoring of the customer support case queue, achieving an impressive 92% compliance rate with Service Level Agreements (SLAs) in Q3-Q4 (315 cases) compared to 79% in Q1-Q2 (258 cases).Utilized Gainsight expertise to customize the platform, resulting in 40% faster customer onboarding and streamlined success processes with actionable reports.Developed cost-effective processes and policies for complex customer issue resolution through cross-functional collaboration. Created a Standard Operating Procedure (SOP) for Support Escalation and Technical Account Management teams using Confluence and Lucid Chart, reducing resolution time by 40%.Formed a Support Experience Team with the Support Logic AI platform, deflecting escalations, acting as a liaison for high-value customers, and optimizing case queues.Maintained reports and dashboards using Smartsheet and Asana to provide status updates on project progress and key performance indicators (KPIs) for senior management.Established a data pipeline with Alteryx to extract customer data from Snowflake and automated data transfer and updates to a SharePoint list using Power Automate and Power Apps. Enabled the Technical Account Management team to maintain an accurate and up-to-date customer list of 200+ customers.

Carlsbad, California, United States

Transformed team collaboration and productivity as a monday.com administrator by customizing and configuring features, boards, and workflows, resulting in a 30% increase in task completion rate and a 20% reduction in project turnaround time. Streamlined operations by implementing Monday.com's automation capabilities, saving an average of 15 hours per week and improving overall efficiency by 25%.Excelled in the identification of a more efficient system for tracking and managing customer issues and requests, which also involved collaborating with 5+ departments to customize a ticketing system using Monday.com; this resulted in a 60% improvement in customer response time rates and entitlement tracking.Filled a vital role in the successful rollout of NetSuite, the company's first ERP system, from initial vendor selection to user training and ongoing support; these actions led to a significant improvement in company-wide efficiency and productivity.Accountable for leveraging Microsoft SQL Server to extract and analyze customer data through SQL queries, providing valuable insights that informed critical business decisions for customers in the Public Safety & Emergency Services sector.Produced and analyzed qualitative reports in Excel to improve team workload management, utilizing data extracted from Monday.com; this also included hosting regular team meetings to review workload and identify opportunities for improvement in task allocation and process efficiency.Originated a communication pathway between Operations, Customer Support, and Engineering departments by implementing the company's first escalation process for high-complexity support cases; this provided timely resolution of critical customer issues, as well as increased satisfaction and retention.