As a Technical Support Manager at New Relic, I led a team of 12 high-performing Technical Support Engineers. I built a team of highly engaged, diverse Support professionals and enabled them to do the best work of their careers. I acted as liaison between Global Technical Support and several of our Product Teams, offering feedback and collaborating to improve customer experience and supportability. In October 2020, I was awarded the Global Technical Support Business Excellence Award for my work on a major product launch the previous quarter.

As the Product Support Manager for the newly independent Cayuse (formerly Evisions), Desiree provided training and leadership for a small group of remarkably talented customer service professionals.- Hired, trained, mentored, developed, & provided annual employee performance reviews for a team of seven product and technical support specialists of varying ages and experience levels- Led daily briefings and weekly team meetings, conducted weekly one-on-one meetings with staff to discuss career development, review goals, & remove roadblocks to success - Identified potential "red flag" clients through the use of data, subjective analysis, usage trends and gut feelings & worked with Customer Success to reduce churn - Developed and delivered multiple live-audience training seminars during annual user group meeting- Gathered data and analyzed support trends to identify knowledge gaps and provide relevant feedback to Product Management and Engineering
- Strategic planning and KPI development to meet company objectives related to customer experience, operational efficiency, and employee development
- Researched and created management metrics & provided regular reporting to executives- Ensured the team was prepared to brilliantly support new products and functionality- Developed and documented new processes and looked for ways to improve efficiency and customer satisfaction
- Problem-solver, mediator, & cross-departmental collaboratorKey Achievements:- Successfully expanded all aspects of support from 3 products to 8- Team consistently achieved a 98% Customer Satisfaction rating, 99% time-to-first-response SLA adherence, and exceeded churn rate goal of <5%- Active participant in Information Security Committee project to achieve ISO 27001 certification in 2016- Designed and implemented the first formal employee onboarding program - Led the project to select and successfully implement a new cloud-based ticketing system and customer-facing support site (ZenDesk)

Cayuse was owned by Evisions from 2012 to 2017. As the Product Support Manager for Research Suite, Desiree provided training and leadership for a small group of remarkably talented customer service professionals. • Hire, train, mentor, develop, and provide annual employee performance reviews for a team of five product and technical support specialists of varying ages and experience levels• Lead daily briefings and weekly team meetings, conduct weekly one-on-one meetings with staff to discuss career development, review goals, and remove roadblocks to success • Identify potential "red flag" clients using data, subjective analysis, usage trends and gut feelings and work with Account Management to reduce churn • Develop and deliver multiple live-audience training seminars during annual user group meeting• Gather data and analyze support trends to identify knowledge gaps and provide relevant feedback to Product Management and Engineering
• Strategic planning and KPI development to meet company objectives related to customer experience, operational efficiency, and employee development
• Research and create management metrics and provide regular reporting to executive team• Ensure the team is prepared to brilliantly support new products and functionality• Develop and document new processes as well as look for ways to improve efficiency and customer satisfaction
• Problem-solver, mediator, and cross-departmental collaborator Key Achievements:• Successfully expanded all aspects of support from three products to eight • Team consistently achieves a 98% Customer Satisfaction rating, 99% time-to-first-response SLA adherence, and exceeds churn rate goal of <5%• Active participant in Information Security Committee project to achieve ISO 27001 certification in 2016

• Managed day to day activities for a team of three software support professionals• Resolved escalated tickets quickly while maintaining outstanding customer satisfaction ratings• Reviewed tickets to identify patterns or larger issues that could impact product stability or customer satisfaction and escalate to management or engineering as necessary• Developed and conducted live, web-based training seminars (5 titles in this capacity)• Assisted in the training and development of other team members, including coaching and mentoring on soft skills and business etiquette

• Provided world-class software support via phone, email, and Salesforce ticketing system• Identified software defects and documented for Engineering using JIRA • Wrote product documentation and knowledgebase articles• Conducted live, web-based training seminars

It was a great honor to serve as a founding member of the Cerimon House Board of Directors, as well as Board Secretary in 2009-2010 and Board Treasurer in 2011-2012. Cerimon House is a non-profit Humanities organization. Programming includes Community (citizen activity), Curiosity (education), Creativity (cultural arts), and Ceremony (celebration). Cerimon House creates a convening space for the community to experience the evolving human story.

I had the great pleasure to provide Administrative services to the team at Oh planning+design while also attending classes at Portland Community College.

I began at AirAdvice as a Customer Service Representative, supporting the web-based software portion of their indoor air quality monitoring product. As the needs of the organization changed, I moved to a Training & Development role, working to create both internal and external online training and documentation. I also designed and launched the company's first new employee onboarding program.• Developed web-based training modules for use by thousands of AirAdvice customers on topics ranging from Indoor Environmental Quality basics to advanced sales techniques • Updated and developed new training curricula and materials to be used nationwide at hands-on training workshops sponsored by HVAC distributors, as well as all new AirAdvice employees• Trained and provided orientations for all new employees through the use of lecture, text, and web resources• Wrote, edited and published a consumer-oriented e-newsletter which shared tips, ideas and resources concerning IEQ and energy conservation (8500 opt-in subscriptions)

Today, this position would be called a Customer Success Manager. • Increased AirAdvice program and product utilization and generated subscription renewals and product upgrades through scheduled calls and support services• Increased client engagement by helping the customer set goals and providing the training and tools to meet those goals• Provided superior technical support for both hardware and cloud-based software with thorough follow up and problem resolution skills• New product development (QA): tested and reviewed new product function and relevance