Manage a team of 20 Support Agents based in the United States and India supporting the Top 100 Accounting Firms. Developed the Premier Support Program for the TAA NA division which supports $20M+ in annual recurring software revenue.• Led the transition of strategic accounting firms from legacy on-premise software to the company’s flagship Azure based CCH Axcess software.• Maintained a consistent CSAT rating of 90% and employee attrition below 5%.• Manage executive escalations for unresolved customer reported issues and provide communications to internal and external stakeholders until resolution.• Serve as Customer Advocate to Premier customers to introduce new feature enhancements and product improvements to increase software usage and adoption.• Recruit and develop a high-performing customer service team with a diverse skill set to respond to and resolve customer queries in a quick and efficient manner.• Standardized CRM support case documentation for the team to maintain an accurate record of all customer interactions and solve complex issues using Knowledge Centered Service methodology.• Partner with Executive Management, Sales, Consulting, Training, Product Management and Development on behalf of the customer to address customer challenges and resolve customer reported issues.

Provided technical support to business and individual tax software clients and to practice clients in North America through phone, live chat, email, web tickets and through the customer support forum. • Established and maintained business relationship with customers by providing rapid and accurate service. Maintained an individual CSAT of 90%+.• Mentored, coached and trained new support hires on customer service and CRM best practices, including temp staffing of up to 300+ per tax season.• Served as a point of escalation SME for Customer Service Representative (CSR) with complex and high priority cases.• Collaborated with the Development and Quality Assurance teams to perform software testing prior to new product releases.• Provided SME level support for key tax software ProSystem fx Tax Software (forms 1040, 1120, 1065, 1120S, 1041), Fixed Assets, Trial Balance, and Corporate Insurance Support.• Participated with the management team in team scheduling to ensure customer coverage during supported hours.• Promoted to management to oversee the support and migration of customers to the CCH Axcess platform.

• Contracted to provide frontline support to Wolters Kluwer through Adecco during peak corporate and individual tax seasons.• Developed expertise and provided supported tax and accounting industry customers with ProSystem fx Tax Software (forms 1040, 1120, 1065, 1120S, 1041).• Resolved escalated customer service from Executive Management, Sales, and Service teams to ensure a positive customer outcome and use of Wolters Kluwer’s tax software.• Hired as a full-time employee by Wolters Kluwer based on high performance delivered during tax season.