Cheryl Hall, Mba Email & Phone Number

Escondido, Ca, Us

United States

SchoolPass is a startup software for K-12 schools that tracks students' movement on campus. ● Part of a mass layoff due to corporate restructuring.● Managed a global team in enterprise-level customer support using Salesforce for ticket management.● Surpassed support metrics KPI targets by enhancing ticket processes, and reducing FRT and TTR.● Boosted service quality via employee coaching and teamwork, sustaining high CSAT scores.● Owned several projects, notably revamping the client knowledgebase in Screen Steps, resulting in a rise in content views and a drop in support tickets.● Presented weekly status reports to the leadership team on support metrics and ongoing projects.● Coordinated with Dev and Product teams to review bugs and features included in the upcoming sprints using agile methodologies.● Partnered with the Director of DevOps in switching from Azure DevOps to Jira creating ticket workflows and SOPs.● Applied creative and logical skills to develop workaround solutions for client requests and bug issues.● Identified and addressed a communication gap by collaborating with marketing to create a platform status webpage for client updates on major outages or upcoming maintenance.● Resolved complex client issues, averting contract cancellations for several high-value accounts.● Improved customer satisfaction and loyalty by conducting local school visits, addressing concerns, and training staff.● Managed onboarding and training for several accounts as a Customer Success Manager during the back-to-school season, ensuring a seamless transition to live operations.

San Diego, California, United States

The Digital Office (TDO) is a complete software solution for Endodontists to run their dental practice. ● Progressed from entry-level representative to creating new roles, expanding the support team.● Led a worldwide team in delivering top-notch customer service in a high-volume call center.● Resolved data issues and generated specialty reports for doctors by writing SQL queries.● Trained agents in troubleshooting various topics such as server migrations, software upgrades, digital x-ray equipment, credit card systems integration, and e-prescriptions.● Annually presented various software topics to dental professionals at the EndoCon convention in San Diego.● Onboarded and guided new clients through implementation and product training for seamless software integration and successful use in their dental practice.● Met with integrated partners to address client issues.

San Diego, Ca

Irvine, Ca

*Coached and mentored customer service representatives in providing excellent customer experience to Dentists and their staff members. *Use analytics to track dental offices' e-claims usage and develop strategies to increase revenue.*Troubleshoot e-claims processing issues for multiple dental insurance companies.*Worked with Development to solve complex e-claims transmission issues.

Master Of Business Administration (M.B.A.)

Bachelor'S Degree, Animal Sciences