Christopher Culberson Email & Phone Number

Alpharetta, Georgia, United States

Responsible for leading, mentoring, training, and driving process excellence within our DEXIS Customer Success Specialist team in the pursuit of delivering a world-class customer experience. This position manages a team focused on new DEXIS customer onboarding involving DTX Studio Clinic.DUTIES AND RESPONSIBILITIES. Provides training, coaching, motivation, and mentoring to associates to ensure department keyperformance indicators (KPI) are met or exceeded.. Evaluate and improves the effectiveness of staff by establishing and monitoring individual.performance criteria and coaching the ‘Project Manager’ mindset for the customer.onboarding. Assists the department in developing and implementing countermeasures for continuous.improvement. Enforces policies and procedures and directs activities that ensure the delivery of world-class.service to our customers. Mentors and supports the CSS team focused on being the single point-of-contact responsible forthe coordination of onboarding and performing SW installations and database migrations.. Develops and maintains product knowledge and ensures expert knowledge on responsible.products held within the team.. Ensures ISO and FDA requirements are met within the functional area.. Proactively takes control and manages critical customer issues to resolution.. Frequently interacts with peer group supervisors involving business issues betweendepartments or functional areas.. Handles personnel actions, including performance reviews, disciplinary actions, and coordination.of training and development. Reinforces desired behaviors.

Alpharetta, Georgia, United States

Provide quality and efficient customer service through daily support team management by motivating, mentoring, training, and problem-solving. This position will support and perform Customer Implementation duties related to answering escalated customer questions or resolving issues in a support center environment. Additional responsibilities include assisting with training team members, managing escalation emails from sales, technical support, marketing, etc., and assisting the team manager with additional duties as needed.Duties and Responsibilities:• Acts as a role model, coach, and mentor with the ability to develop and motivate others within the DTX Customer Implementation team.• Directly assist the DTX Customer Implementation team with technical and CS process-related queries.• Troubleshoots basic and advanced escalation issues with internal and external customers via phone, email, and chat.• Provides direction and communication to employees so customer or dealer calls are answered promptly, efficiently, and knowledgeably.• Provides continual evaluation of processes and procedures.• Assists in developing and maintaining a playbook for processes and procedures.• Review and investigate all escalations until completion and escalate when appropriate.• Performs quality checks for order processing and provides additional training to team members to correct issues.• Documents session notes and complaints in appropriate systems.• Provide reports to management as needed.• Reviews and evaluates call recordings from the team.

Alpharetta, Georgia

Provide technical support for Company products via mail, ticketing system and phone. Assistscustomers (Internal and External) in determining problems and provide resolutions. Responsible forcustomer satisfaction through effective handling of customer problems. - Install DEXIS, DEXIS Integrators, DEX modules for third party devices, etc. - Troubleshoot basic and advanced software/hardware issues with internal and external customers via phone, e-mail, chat, and Bomgar. - Server Data migrations - Answer technical and how to use inquiries. - Document session notes and complaints in appropriate systems. - Own the customer issue to resolution, escalating when appropriate. - Work with L3 technical support to resolve escalated issues. - Resource – Assist other technicians

Austell, Georgia

Designed and delivered a variety of training material and courses for Czarnowski employees. Duties included preparation and facilitation of training through live in-person sessions, webinars, on-line courses, and instructional materials. Work closely with departmental managers to align training goals with overall departmental objectives. Continuously improved the training program and on-going learning opportunities across Czarnowski.

Austell, Ga

Provided hardware, software and application support for 300 employees. Assisted with software and hardware upgrades and deployment. Performed troubleshooting and issue resolution with team members. Developed training documentation to support company’s in house web applications. Maintained and repaired vendor systems which include Sharp, Cannon, HP printers and hardware, Microsoft software-Windows XP and 7, Microsoft Office 2003, 2007, 2010. Diagnosed and resolved product performance problems, resulting in decrease in downtime.

Lilburn, Georgia

Trained and delivered a standard learning curriculum to all new hires and incumbent employees for 3 Districts in the Atlanta area. Worked closely with the Pharmacy Supervisor to achieve certification percentage goals set by the organization.