Daniel Smith Email & Phone Number

Charlotte, North Carolina, United States

Charlotte, North Carolina, United States

· Lead multiple high-performing technical support teams, comprised of 18 team members, to support our flagship purchase-to-pay, accounts payable automation product suite and related API integrations to ERP systems for middle-market customers.· Drive team performance to exceed KPI goals in all areas including service level agreements, customer satisfaction, and quality assurance by providing them with the coaching and resources needed to succeed.· Represent the voice of the customer by partnering with product management and engineering teams to refine product requirements and address bugs and defects that have the most impact on the user experience.· Contribute to user stories to assist product management teams with the development and management of a well-prioritized backlog.· Collaborate with third-party banking customers to map the customer journey to analyze customer pain points and streamline related processes to improve resolution times and design an overall positive customer experience.· Remediate escalated customer situations and help drive the incident management process in a cross-functional team in order to find solutions through utilizing team members and other departmental resources.· Optimize teammate and company processes, documentation, and tools in collaboration with internal stakeholders to improve teammate efficiency and provide customers with self-service capabilities.· Encourage and cultivate an environment of teammate development and professional growth through coaching, performance management, and consistent teammate engagement.

Charlotte, North Carolina Area

· Drove performance of a 15-member technical support team to meet and exceed KPIs by optimizing processes and developing tools and resources, including documentation, job aids, and SQL queries, to improve individual teammate productivity by 67 percent.· Led a cross-functional team to introduce, develop, and pilot a customer exit interview and post-mortem process to identify opportunities to improve products and lower customer attrition.· Collaborated with internal stakeholders, including product management, engineering, and customer success teams, to support the major incident management process by finding resolutions for active incidents and identifying opportunities to prevent future or repeat incidents.· Partnered with product managers to contribute to user stories, using information gathered from customer data and escalations, in order to enhance the product management process across functional areas.· Remediated escalated customer situations and helped drive the incident management process in a cross-functional team in order to find solutions to ensure customer satisfaction.· Designed and deliver a comprehensive onboarding and training curriculum for new hires that reduced the average full ramp time by 50 percent.· Created and managed a mentorship program for team member development to connect participants with senior leaders and information about internal career paths.· Engaged in the development and execution of strategic plans and goals in coordination with department leaders.

Charlotte, North Carolina Area

· Collaborated with teammates to develop training curriculum for new hires and continuing education initiatives to strengthen the knowledge base of existing teammates.· Triaged case queues to route them to the appropriate departments and prioritize critical issues.· Performed basic to advanced technical troubleshooting using error logs, HAR files, and monitoring tools and acted as a subject matter expert to answer questions from peers and assist with difficult cases.· Managed escalated customer situations as a first point of contact.

Charlotte, North Carolina Area

· Responsible for troubleshooting technical support issues using error logs and monitoring tools to provide end users with resolutions through clear, concise communication via email and phone.· Educated customers about AvidSuite software and services to ensure a successful relationship with AvidXchange.· Shared knowledge, experiences, and questions with teammates to actively pursue our common goal.· Documented all actions while resolving issues to ensure accurate information and data are available for future reference by myself or others.

Charlotte, North Carolina Area

· Responsible for answering customer inquiry related to payments made through the AvidPay network.· Managed a daily caseload of customer requests and duties related to special projects.· Exhibited effective verbal and written communication with customers and internal teams to build consensus and attain the goals of customers.· Developed and pitched process improvement plan with a team to provide a solution for tracking and maintaining policies, procedures, and processes to provide a more efficient and consistent experience for our customers. The solution was not initially accepted through the competition, but was later implemented by the company.

Bachelor Of Arts (B.A.), History

History

Transferred to Auburn University