Chaun Carda Email & Phone Number

Everett, Washington

• Provide International Tier 1 and Tier 2 Technical Support to customers and company personnel to diagnose and resolve all hardware, software, systems, applications and network problems for all Fluke Connect enabled hardware and software. Provide technical support for: - Over 50 different handheld tools in 11 categories, ranging from Infrared Cameras to Digital Multimeters, in 73 countries - The entire suite of Fluke Condition Monitoring hardware and software products, including the Three-Phase Power Monitor, Thermal Imaging Sensors and Vibration Sensors - The Fluke Connect Assets software• Escalate design, reliability and maintenance problems or bugs to Engineering. Monitor escalated issues to ensure timely resolution.• Write and review customer-facing and internal knowledge base articles.• Fluke Accelerate Cross-Functional Networking Committee member.

Lynnwood, Wa

Provide technical support to customers to resolve internet, phone and video issues and ensure overall customer satisfaction.• Promoted twice in one year by earning six months of highly effective scorecards and completing two practical assessments. • Earned Top 10 out of 430 representatives for Overall Scorecard in Q3 2015 Employee Recognition Program.• Earned Top 20 out of 430 representatives for Customer Satisfaction and Call Quality in 2015 Employee Recognition Program. • Selected as member of the Subject Matter Expert and Supervisory Support Team.

Bellevue, Wa

Provided pre-sales support for the Pacific Northwest Region and Canada that resulted in the successful sale of CRM software in the Oracle eBusiness Suite 11i. Performed a needs assessment to analyze and define the customer’s business requirements. Developed and delivered customized Oracle demos to meet the customer’s needs and communicate the Oracle value proposition. Project managed customer presentations, RFPs and large sales opportunities.• Promoted to Senior Sales Consultant after crafting the best demo strategy for the sales team to use to close a $2.7 million deal with a non-profit organization. • Earned Oracle Sales Club Excellence 2003.• Participated on sales teams generating over $7.4 million in revenue.

Redmond, Wa

Performed on-site needs assessment to analyze and define the customer’s technical environment and business objectives. Identified and documented the project scope, goals and objectives, critical assumptions, resources required, project deliverables, pricing, and scheduling in a statement of work. Developed and executed the project plan. Coordinated and deployed the entire project solution. Performed configuration and installation of CRM software and solutions. Trained the customer on the solution provided. • Project Manager, Installation Engineer, and Consultant on a $1.5 million deal for the largest bank in Latin America that was the single biggest implementation in company history and displaced a key competitor. Project included three call management systems, four different software applications and nine custom Guide scripts. Project was completed on time and to the customer’s satisfaction resulting in three additional deals worth $3 million with the potential for 27 more.• Project Manager of 10 people that won a $2.5 million dollar contract to design and implement a complete contact center solution for one of the largest companies in the banking industry. • Designed, documented and implemented the processes and procedures for the newly formed Product Integration team. Created documentation standards for all aspects of a Product Integration project facilitating the successful roll-out of the first Product Integration department project.

Redmond, Wa

Performed, coordinated and supervised all aspects of the contact center implementations. Projects involved software and hardware installations that ranged from a single application to integrated CRM solutions. Performed on-site and remote configuration and installation of beta and released CRM software. Trained the customers on software and escalated issues to Marketing and Engineering when appropriate. • Won the ‘Employee of the Year’ award from the Mosaix User Group for outstanding customer service.• Received an award for ‘Continued Technical Leadership’ for cracking a difficult Guide issue and acting as a key escalation resource for the Applications Team in Customer Support.• Created customized training materials, and conducted on-the-job training for 35 Project Managers and hands-on training for 30 Installation Engineers. Effectively mentored the entire Implementation department to prepare them for the mass roll-out of the company’s first software-only product in a single week, earning a 98% instructor effectiveness average. • Recruited to design, document and implement the processes and procedures for all software application implementations. Created project management documentation templates for use by all Implementation personnel for various CRM applications facilitating the successful roll-out of the company’s new software-only products. • Identified several options to streamline software implementation projects and reduce the amount of on-site time by 30%, saving the company time and the customer travel expenses.

Redmond, Wa

Independently developed entry and advanced level courses for customers, employees and channel partners. Presented classes on CRM software to customers, employees and channel partners. • Earned two promotions within the first nine months and a third promotion to Senior Technical Instructor. • Designed and developed the company’s first Software Training Certification Program for channel partners. Program included end-user training manuals, an instructor presentation with notes, and a technical reference manual. Program was completed on time, in less than three months, and under budget by 15%.• Earned a 94% instructor effectiveness average teaching CRM classes and an 89% course effectiveness average for curriculum developed for CRM classes.• Went above and beyond, as one of only two Guide subject matter experts was sent to the first channel partner installation site to determine why the product was not working. Quickly identified a product bug, found an immediate workaround to assist the channel partner, and notified Engineering to release a patch.

Redmond, Wa

Provided contact center system support to major corporate customers to resolve system issues and ensure overall customer satisfaction through day-to-day contact via the telephone. Remotely supported 125 Telco systems, including large top-tier strategic accounts.

Bachelor Of Arts (B.A.), Business Administration And Management

Activities and Societies: Dean's List, Alpha Kappa Psi business fraternity, Concert Band.

Bachelor Of Arts (B.A.), Communication