Clayton Griffin, Itil Email & Phone Number

St Petersburg, Florida, United States

Venuetize makes the way people experience spaces easier, more personal, and enjoyable. Our mobile platform integrates with existing venue infrastructureto deliver mobile wallets, contextual advertising and information, and other applications that improve and innovate the guest experience. Founded in 2014, Venuetize works with leading sports teams, arenas.

Venuetize makes the way people experience spaces easier, more personal, and enjoyable. Our mobile platform integrates with existing venue infrastructure to deliver mobile wallets, contextual advertising and information, and other applications that improve and innovate the guest experience. Founded in 2014, Venuetize works with leading sports teams, arenas.

• SmartCare is a startup SaaS Child Care Management system that includes iOS and Android based software and hardware. As a Customer Success Manager I:
• Created more efficient excel sheet for gathering data that matched the flow of the data entry in the application.
• Performed on-boarding functions including reaching out to new clients, tracking/receiving all needed documents, reporting account information, and scheduling implementation dates.
• Provided follow-up to all clients on satisfaction and delivered detailed reports to developers for system enhancements based off client feedback.
• Maintained Client accounts in SalesForce

Tampa/St. Petersburg, Florida Area

• Revel is an iPad based SaaS Point of Sale provider. As a member of Escalation Support, I:
• Performed client retention duties by assisting at risk clients; identifying their issues, working with proper support team and coordinating solution delivery to help overcome issues.
• Assisted in launch of grocery store module by inserting products into formatted Excel sheets for upload, troubleshooting application errors, and continuing customer relationships.
• Effectively switched a dropping client into a company advocate by identifying concerns and delivering satisfactory solution.
• Developed better process for setting up the inventory system for Revel’s bar clients by removing redundancy resulting in greater inventory accuracy and decrease in client set up time.
• Remotely mentored new tier 2 vendor agents in Serbia using a dedicated chat room, which increased product knowledge and reduced escalated tickets by 25 percent

• Provider of prepaid banking card and is a subsidiary of American Express.
• Oversaw a team of 5 techs that monitored the health of the network
• Successfully developed a performance action plan that transformed agent performance.
• Developed a structured process for new hire training and provided timely evaluations to the team.

• Tata is a global provider of IT Services. As the manager for the On-Site Service Desk at PwC, I:
• Coached the 10 member on-site team at Tata to better than average performance review scores including a rare “A” score
• Prepared daily reports with call and ticket activity, monitored call volumes, managed call volume between US and India, coached on-site team members and provided training to staff in India.
• Handled all on-hand issues such as team negotiations, outages with application, etc.
• Was the financial services application expert for all time and expense, accounts payable, accounts receivable, client billing and reporting information.
• Reduced customer hold-time by creating hourly report view in Avaya Call Management System

• PwC is a multinational professional services firm. As a coordinator for PwC, I:Support Coordinator (7/08-2/11)
• Joined project management team to provide end-user perspective for application development, established support structure, and provided knowledge documentation to support and train staff.
• Handled all new products coming into call center and upgrades made to system.
• Worked with escalation team to confirm all issues were being resolved and proper information was given to the customer.
• Used Knowledge-Center Support principles to create and maintain documents that provided information and support steps to agents and customers that reduced the amount of time needed to resolve inquiriesSenior.
• Provided instructional and technical support for time and expense, accounts payable, and accounts receivable submissions as well as reporting, billing, procurement, client contract creation, and maintenance using SAP.

Off-shift lead working evenings and weekends. Responsible for a team of 12 phone reps at the start of IBM support for the PWC VPN Client. Monitored phone activity, identified training issues and set up appropriate corrections. Assisted in the interview process for prospective employees.

Remote regional representative assigned to Pasco and Pinellas Counties.Member of Implementation team, responsible for creating procedure documents, informational booklets, training of new hires and giving presentations at industry events.Trained medical staff in the completion of Medicaid claim forms.Analyzed billing reports looking for issues in billing.

Bachelor’S Degree, History

Activities and Societies: Circle K, Dorm planning committee,minor in Computer Science

Bachelor’S Degree, Theatre/Theater

Activities and Societies: Circle K