Emily Keaney Email & Phone Number

Dover, New Hampshire, United States

Assisted customers via phone and ticketing system with complex technical support questions/problems elevated from L1 team, including product outage emergencies, bug assessment/reporting as well as deployment/usage and configuration/environmental issues.Broke down and evaluated user problems via testing, remote diagnostic tools, personal expertise and probing questions.Documented all support (customer, development, and external teams) interactions in system for future reference… Show more Assisted customers via phone and ticketing system with complex technical support questions/problems elevated from L1 team, including product outage emergencies, bug assessment/reporting as well as deployment/usage and configuration/environmental issues.Broke down and evaluated user problems via testing, remote diagnostic tools, personal expertise and probing questions.Documented all support (customer, development, and external teams) interactions in system for future reference and addition to knowledge base.Worked with software development team on reported bugs and communicate fix updates to customers. Show less

Greater Chicago Area

Provided support and troubleshooting help for users of NeonCRM and NeonPay via phone, ticketing/email, live chat and screenshare sessions. Maintained consistent 4.5 - 5/5 customer satisfaction rating (4.93 on final day of employment.)Explained technical information in clear terms to non-technical individuals to promote better understanding, guiding users through logical yet complex decision making pathways to achieve their goals.Created and maintained dozens of support articles… Show more Provided support and troubleshooting help for users of NeonCRM and NeonPay via phone, ticketing/email, live chat and screenshare sessions. Maintained consistent 4.5 - 5/5 customer satisfaction rating (4.93 on final day of employment.)Explained technical information in clear terms to non-technical individuals to promote better understanding, guiding users through logical yet complex decision making pathways to achieve their goals.Created and maintained dozens of support articles in Zendesk enabling user community to learn system features and find resolutions to questions without intervention from support team.Reported errors and bugs in JIRA to software development team, providing steps to replicate and maintaining communication with clients to request additional information, provide updates or notify them of resolution.Collected user stories to understand customer needs for future improvements to product, presenting these when called for to product development team. Show less

Greater Chicago Area

Consulted with new clients to review and prepare data for import from other CRMs, fundraising or membership systems. From 2010-2013, was company's sole training and implementation specialist.Analyzed data from various CRM and database programs and communicated with development team to establish import rules so that data was migrated optimally for client's needs.Carried out in-depth needs assessments to determine best configuration and use of NeonCRM, for transitioning from their… Show more Consulted with new clients to review and prepare data for import from other CRMs, fundraising or membership systems. From 2010-2013, was company's sole training and implementation specialist.Analyzed data from various CRM and database programs and communicated with development team to establish import rules so that data was migrated optimally for client's needs.Carried out in-depth needs assessments to determine best configuration and use of NeonCRM, for transitioning from their old system and for improved processes and database management going forward.Conducted private webinar/screenshare sessions with clients for general system training, or to focus on specific system features or modules or address specific client needs.Consulted with existing clients via webinar/screenshare to troubleshoot and resolve complex problems or discuss procedural questions or concerns not covered by standard support. Discovered underlying issues, proposed solutions, and recorded user feedback/concerns to be passed to Product Development team for future consideration.Designed and conducted 2-week repeating series of live webinars to review and teach all aspects of NeonCRM to open rosters of clients. Maintained standard agendas and curricula for each session while answering specific client questions in chat. Show less

Greater Chicago Area

Provided support and troubleshooting help for NeonCRM users via phone, live chat and screenshare sessions. Explained technical information in clear terms to non-technical individuals to promote better understanding, guiding users through logical yet complex decision making pathways to achieve their goals. From September 2008 through April 2009, was this startup company's sole technical support representative.Conducted private webinar/screenshare sessions with clients for general system… Show more Provided support and troubleshooting help for NeonCRM users via phone, live chat and screenshare sessions. Explained technical information in clear terms to non-technical individuals to promote better understanding, guiding users through logical yet complex decision making pathways to achieve their goals. From September 2008 through April 2009, was this startup company's sole technical support representative.Conducted private webinar/screenshare sessions with clients for general system training, or to focus on specific system features/modules or address specific client needs.Designed and conducted repeating series of live webinars to review and teach all aspects of NeonCRM to open rosters of clients. Maintained standard agendas and curricula for each session while answering specific client questions during training.Traveled to client locations to conduct training classes. Show less

Greater Chicago Area

Processed new patients, scheduled appointments, and updated client records for 2000+-patient Chicago veterinary office with key information using Impromed software as well as standard medical files. Fielded phone calls, answered questions and took messages for veterinary staff. Trained front desk staff on correct procedures, compliance requirements and client/patient service standards.

Greater Boston Area

Executed live, breaking and syndicated broadcasts for major 50,000-watt Boston area news/talk radio station, including news shows, call-in talk shows, and syndicated programming.

Greater Boston Area

Executed live, breaking and syndicated programs at major 50,000-watt Boston area sports talk radio station, including call-in talk shows, syndicated news shows, and live sports broadcasts.