Coby Wright Email & Phone Number

· Troubleshoot applications by communicating with customers via phone and email to resolve technical problems or answer SaaS software-related questions.· Research and identify solutions to software issues.· Diagnose and troubleshoot technical issues, including account setup and configuration.· Ask customers targeted questions to quickly understand the root of the problem.· Track computer system issues through to resolution, within agreed time limits.· Properly escalate unresolved issues to appropriate internal teams (e.g. software developers).· Provide prompt and accurate feedback to customers.· Ensure all issues are properly logged into the SalesForce ticketing system.· Prioritize and manage multiple tickets at one time.· Properly escalate incidents to Level II Support.· Document technical knowledge in the form of notes and manuals.

Remote

• Responsible for efficiently working on tickets in ServiceNow and SalesForce, demonstrating proficiency in managing support workflows.• Specialized in troubleshooting breast cancer software, showcasing a deep understanding of the unique challenges and requirements of this critical healthcare technology.• Utilized Azure queries to streamline and optimize data retrieval processes, contributing to enhanced system performance.• Leveraged SecureLink, RDP, Citrix, and other remote access tools to connect with customers' Windows servers, ensuring prompt issue resolution and client satisfaction.• Actively participated in meetings, effectively communicating and collaborating between departments using Microsoft Teams.• Successfully handled customer requests via phone queues and emails, logging incidents in ServiceNow for efficient tracking and resolution.

Murfreesboro, Tennessee, United States

• Managed and developed multiple web properties, significantly enhancing the online presence and user experience.• Successfully implemented and optimized email flows and follow-up campaigns, resulting in increased engagement and conversion rates.• Spearheaded social media management efforts, maintaining and growing all social media accounts, fostering a strong brand presence.• Actively updated websites as needed, demonstrating proficiency in coding for Magento to ensure an up-to-date and user-friendly online platform.• Designed and updated graphics on websites and marketing materials, contributing to a visually appealing and cohesive brand identity.• Created and managed Google & Facebook ad accounts, implementing targeted strategies to reach the desired audience and maximize ROI.• Acted as a liaison to out-of-house support for escalated level 3 and higher support issues, ensuring prompt resolution and customer satisfaction.• Successfully escalated support issues while maintaining effective communication with internal teams and external support partners.

Manchester, Tn

• Managed and supervised a team of 5-15 inspectors, overseeing quality control processes for automotive parts.• Successfully served as a front-line Supervisor, providing leadership and guidance to ensure efficient and accurate inspection, sorting, and packing of automotive parts.• Trained new employees on understanding and following work instructions, contributing to a skilled and cohesive team.• Acted as Project Supervisor and primary point of contact on multiple sorts, ensuring project objectives were met with high-quality standards.• Utilized Salesforce and Excel proficiently to input data, generate reports, and create customer-specific reports daily.• Played a key role in customer-specific reporting, providing detailed and accurate insights to customers and upper management.• Submitted I-9s and directed deposit information for new hire onboarding, contributing to a smooth and organized onboarding process.• Managed time input for all employees, ensuring accurate and timely billing to the correct customer cases.• Maintained regular communication with the customer's management team to proactively address issues and enhance collaboration.• Monitored Quality Inspector's attendance and performance, recording data in Salesforce for effective performance tracking.

Denver, Colorado, United States

• Designed, developed, and tested impactful software applications tailored for the marketing industry, contributing to the digital transformation of marketing processes.• Developed and marketed membership sites, providing valuable resources and training for other marketers in the industry.• Created attractive and brand-consistent graphic designs for use in software and websites, enhancing the visual appeal and user experience.• Played a key role in deepening relationships with key customers by closely monitoring projects, providing information, and resolving concerns promptly.• Devised and implemented successful email strategies, including segmenting strategies and drip campaigns, leading to increased engagement and conversions.• Assisted in the development of innovative products and services previously unrepresented in the marketing industry.• Monitored help desk tickets and effectively troubleshoot issues related to software and deployment, ensuring seamless user experiences.• Contributed to the success of marketing campaigns by implementing effective strategies and utilizing technology to reach targeted audiences.