Ebony Small Email & Phone Number

Warren, Michigan, United States

Grand Blanc, Mi

Ann Arbor, Mi

• Managed a team of 22 technical support representatives, supporting a combination of 8 product lines, ensuring accurate call handling and timely resolution of client concerns• Worked within core team of 3 individuals to strategically improve department call handling efficiency; creating an electronic system that identifies staff knowledge deficiencies, provides a method for receiving assistance on calls and reports on the knowledge health of the department• Coached representatives in the areas of time management and conflict resolution, while working to help them achieve their goals and develop as an assets to the company • Designed and implemented a department wide mentor program to promote staff development, improve on boarding, and talent identification• Worked on a team to support the Tax & Accounting business segment in implementation of companywide intranet platform through site planning, development, and local/national training• Supervise technical support staff in providing service oriented support for software products in a 250 seat contact center, through call monitoring and evaluation

Dexter, Mi

• Aided clients in identifying key problem areas that prohibit effective workflow in their offices through questioning and analysis of data provided by key stakeholders and general staff• Delivered proven solutions to address bottlenecks and process inefficiencies that allow firms to experience 25 -40% increases in productivity• Coordinated various units to pull together a multi-faceted approach to delivering a successful transition from current processes and implementation of new software and operations • Actively managed and serviced 200 – 400 client accounts annually, while continuing to enhance the client relationship through increasing understanding of firm dynamics, office procedures and industry changes• Developed business model for new approaches of delivering thought leadership to clients, while creating additional opportunities for revenue generation

Dexter, Mi

• Created and presented product seminars to accounting professionals on software implementation best practices and technological advancements in their industry to enable them to more efficiently and profitably run their businesses• Identified process inefficiencies for how sales staff received specialized assistance from sales consultants; analyzed sales data and behaviors to develop process flow chart to aid sales staff in increasing the effectiveness of product demonstrations and post sale client satisfaction• Presented 332 product demonstrations, via the web and in person, that assisted in closing over $300k in sales revenue during 2008• Demonstrated focus and organizational skills necessary to successfully manage multiple projects, team assignments, and due dates in high pressure environment• Served as Product Lead for top selling product; providing guidance on sales strategies, training, and working as a liaison between the sales, support and development departments to ensure real time delivery of release and product support related information

Developed content and presented departmental trainings on product functionality and customer service skills that equipped staff with resources to assist during client interactionServed as mentor for new employees and departmental lead for high call generating productsEffectively resolved escalated calls by placating the client, actively listening to their concerns, and providing a solution

Accurately explained the application of tax law to the softwareRegularly met and exceeded required call volumes numbersMaintained composure while working with distressed clients to correct their problem in a high pressure and fast pace environment