Emily Slomkowski Email & Phone Number

Connecticut

- Lead a co-located and remote team of client support analysts to deliver best in class service.- Assemble skilled teams through interviewing, onboarding, and continued training.- Member of the company Wellness Committee, lead in the CT office.- Part of the team to prepare and roll out Salesforce Lightning across the company.- Align support teams and processes post company acquisition, creating reduced cost, consistent quality, and standardized client experience.- Act as a point of escalation for project or support issues.- Strategically reduce staffing costs while driving customer satisfaction scores over 95% and increasing NPS score by 15 points to over 70 in a calendar year.- Enforce standard process and procedure and review client satisfaction surveys to ensure consistent quality and client experience.- Built dashboards for SLA and KPI monitoring across the department.- Helped seamlessly implement a new phone system.- Built, deployed, and managed a quality program, utilizing comprehensive QM tools. - LinkedIn Learning Administrator, Ultimate Learning Administrator.

Remote Employee

-Solely managed a dedicated call center that ensured a successful implementation experience for athenahealth’s largest clients. -Determined staffing needs, created training materials, coordinated resourcing of agents, monitored and adjusted phone queues, compiled resources, prepared peers, compiled data, and ran reports to provide key data to internal and external stakeholders. -Helped drive the re-imagination of a dedicated call center to improve employee utilization, client satisfaction, and down-stream client success. -Assisted in the project staffing and travel assignment of 150+ people per week to on-site client support activities.-Regularly influenced leadership decisions regarding call center operations and project staff management for 150+ people supporting the implementation of over $200 million in annual revenue. -Implemented a new reporting category that saved my team 10 hours of work per month.

Travel Position - Belfast, Me

-Coordinated and planned on-site support of clients, communicated and troubleshot issues, on-the-spot problem solved, taught clients face-to-face, and worked with other teams to ensure a smooth implementation experience. -Trained clients how to effectively use products to allowed them to maximize their efficiency and productivity.

Travel Position - Belfast, Me

Belfast, Me

-Direct communication with clients, taught both clients and peers, analyzed issues, used a variety of problem solving tools, researched, and provided timely and accurate resolutions. -Rapidly moved through content and professional development trainings to further my knowledge, skills, and abilities. -Effectively managed projects, phone time, cases, and emails in accordance with quality standards and production targets.

Belfast, Me

Ba, Business Administration, Psychology

Activities and Societies: Psi Chi, Senior Events Chair of Class Council 2013, Habitat for Humanity, Tutor, Jefferson Field DayCum Laude.

High School Diploma, Valedictorian, K-12

Activities and Societies: National Honor SocietyIslesboro Central School is a unique K-12 public school. ICS features small class sizes.

Semester At Sea

Participated in the high school Semester at Sea educational travel program voyaging with students and professional crew exploring.