Eric Engberg Email & Phone Number

Durham, Nc, Us

Durham, North Carolina, United States

Data-driven Customer Operations Professional with a Bachelor's degree and 13+ years in customer-facing roles in the SaaS arena. Proficient with KPIs and performance monitoring. Adept at process evaluation and improvement. Dedicated to addressing issues head-on, using industry expertise, customer service skills, and analytical nature to implement corrective actions, resolve customer concerns, and promote loyalty. Passionate about delivering high-quality data-driven solutions and customer service that meets the needs and expectations of clients and partners.

Raleigh-Durham-Chapel Hill Area

Managed day-to-day operations, established team priorities, maintained schedules & monitored performance of team responsible for onboarding clients onto two software platforms. Team ranged from 3 to 5 specialists and onboarded roughly 100 to 120 clients per year. Identified KPI metrics and designed SQL-driven, user-friendly dashboards to monitor performance and identify opportunities for improvement to achieve departmental goals.Monitored & analyzed customer feedback to track patterns in feedback and report areas for improvement to management.Collaborated with other teams and departments to resolve escalated client issues, identifying opportunities for improvement, and implementing changes resulting in an improved client experience.Helped to grow the Client Success Team by helping to identify and interview potential candidates in the hiring process.Engaged in the pre-sales discovery process as needed.Identified several opportunities per year for up-selling clients on additional products and referred them to the Sales team.Accomplishments:Created automated workflows taking data from CRM software and transferring it to Support and Project management software, eliminating 90% of the manual data entry initially required and thus significantly decreasing data entry errors.Created SQL-driven reports and dashboards using Analytics Software to identify timeline gaps in onboarding process and formulate changes, resulting in a roughly 20% decrease in client onboarding time.Reduced time needed for migration program to convert client databases by roughly 60% by analyzing migration program, logs & SQL analysis reports to identify bottlenecks & create new database indexes to speed up client migration time from server to cloud software.

Raleigh-Durham, North Carolina Area

Supervised Data Migrations team in its day-to-day activities including migrating new clients onto the software and creating custom reports for clients. Team of 3 specialists and migrated 30 to 35 clients per year. Established team performance metrics, consistently tracking progress toward goals & making adjustments as needed.Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.Evaluated customer needs and feedback to drive product and service improvements.Cultivated relationships with key clients & stakeholders through consistent communication & excellent service delivery.Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.Worked with team leads and supervisors to resolve escalated client data issues.Assisted in onboarding new firms who purchased a data migration from their old CRM to AdvisorEngine platforms.Accomplishments:Eliminated need to manually script data created by clients in a trial environment into a final migrated database by creating a workflow using SQL Server Integration Services (SSIS) thereby decreasing time spent on a migration by several hours.Improved user experience and increased client satisfaction by eliminating several days of manual work renaming files through the creation of an application to rename client document files into a form end users could consume.

Raleigh-Durham, North Carolina Area

Assisted in onboarding new clients who purchased a data migration from their old Customer Relationship Management (CRM) software to Junxure.Worked with customers in developing custom solutions to meet their reporting needs with Junxure software products.Instrumental in assisting management in developing the processes and procedures for the custom reporting service.Actively participated in meetings with clients or stakeholders, presenting findings effectively through clear communication techniques.Mentored junior staff members in developing their own expertise within the field of reporting and migrating data.Utilized specialized software to capture and process data.

Raleigh-Durham, North Carolina Area

Performed the duties of a Technical Support Specialist as well as assisting Tier one support in resolution of support calls in relation to software products sold by the company.Take over tier one support calls when a timely resolution for the client's issue cannot be found.Resolved escalated customer issues by implementing effective problem-solving strategies and providing efficient solutions.Managed high-stress situations with a calm demeanor, prioritizing customer concerns and ensuring timely resolutions.Collaborated with cross-functional teams to address systemic issues that led to recurring escalations, resulting in long-term improvements.Mentored junior staff members in handling challenging situations, increasing their confidence and expertise in managing tough cases effectively.

Raleigh-Durham, North Carolina Area

Provided technical support for clients who purchased Junxure software.Improved customer satisfaction by efficiently resolving technical issues and providing timely support.Reduced response time with effective communication skills, ensuring customers received prompt assistance.Developed comprehensive knowledge of company''s products and services to provide accurate solutions to client inquiries.Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.Trained and mentored new hires on technical support procedures, contributing to overall team success and performance improvement.Assisted in the development of internal knowledge base articles to expedite issue resolution for both peers and customers.Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.Served as a subject matter expert within the team for specific technologies or products, sharing knowledge with colleagues when needed.Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.

Developed a VB.NET application for reporting and data maintenance. The application bundled customized Crystal Reports used for sending client customers receipts and invoices. It also included functionality that allowed end users to email client's membership dues and renewal notifications by attaching a PDF of the dues notice to the email. The application also contained a module for users to create PDFs of certificates for those who attended continuing education classes sponsored by the client. The exported the PDF to an internal web server so the individuals could log in and download the PDF of their certificate of attendance. The software also contained a module that allowed an end user to download text files containing exam results, convert, and append them to a database table. The application also included a module to export datasets to delimited text files.Created a VB.NET application to deploy MS SQL Reporting Services reports.Authored a VB.NET application to convert new client data into the proper format to be uploaded into an internal enterprise solution.Created MS SQL Reporting Services reports leveraging VB.NET Report Server projects and SQL data views to create and deploy the objects to the reporting server. Created stored procedures and SQL scripts for converting data from an Oracle database platform to a MS SQL Server platform.Perform basic data maintenance and tuning of Oracle and SQL Server databases including creating dataviews for reports, resizing fragmented indexes, analyzing queries and creating new indexes as needed, managing tablespace storage, creating and running scripts for deletion of archived data, and creating scripts to create text files of data exports. Maintain and edit e-commerce websites written in ColdFusion.Provide hardware and software desktop support in a Windows desktop environment.Prepare new PCs and laptops for distribution to end users as well as setting them up on the LAN.

Maintained company's proprietary billing and contract administration software and did basic database administration on an Oracle database. Also assisted in the design of a work order management application in conjunction with a software vendor.Also used Crystal Reports to write reports for the billing and business development department.

Develop and maintain proprietary billing, accounting, and reporting software and reports using Visual Basic, Visual Basic .NET, and Crystal Reports in an Oracle/Sybase/SQL environments.Co-Authored a .NET application for the purpose of distributing Crystal Reports. Wrote a .NET application for end user data maintenance. Wrote a .NET application for distribution of Audit reports designed with Crystal Reports.Perform basic data maintenance and tuning of Oracle databases including creating dataviews for reports, resizing fragmented indexes, analyzing queries and creating new indexes as needed, managing tablespace storage, creating and running scripts for deletion of archived data, and creating scripts to create text files of data exports.Provide hardware and software desktop support in a Windows desktop environment.LAN Administration in a Microsoft Networking environment with a Windows 2000 Server Domain Controller, both Wired and Wireless. Includes administration of a Terminal Server as well as an FTP site. Prepare new PCs and laptops for distribution to end users as well as setting them up on the LAN.

QuintilesSetup projects in proprietary software.Create views and stored procedures for reporting from MS SQL server.Data maintenance on MS SQL server.Create project specific reports using Crystal Reports.Created department website used for reporting purposes.Maintain department Intranet site.Setup department web server.

B. A., Psychology

Activities and Societies: Delta Sigma Phi

Education record

Certifications: CompTIA A+, CompTIA Network+, MCTS: Windows Server 2008 Network Infrastructure Configuration, MCTS: Installing.