Ashley Estrada Email & Phone Number

Las Vegas, Nevada, United States

Las Vegas, Nevada Area

Responsible for providing technical assistance, account management, and communications for a subset of Sprinklr Platinum Clients.- Act as a trusted advisor to Sprinklr Platinum Customers- Provide Technical Support for Platinum Customer cases relating to Sprinklr Care.- Serve as an escalation point for service issues and own communication in critical situations- Partner with Success Management, Managed Services, Engineering, TechOps, ProductManagement, Support, and Sales to address issues, questions, and requests.- Proactively monitors all cases for assigned clients to ensure compliance with SLAs, to providea "white glove" client experience, and to discern patterns that may indicate underlyingcauses.- Ensures a differentiated delivery of support- Deliver Weekly reports on service, case metrics and plans for improvement.- Deliver monthly, quarterly, and annual Platinum Support account reviews- Develop and maintain relationships with key client representatives- Act as a forceful advocate for the unique needs of my Platinum Support Clients

Las Vegas, Nevada Area

Pioneered position responsible for the review, resolution, and management of escalated issues raised to Engineering. Closely working alongside Support, Support Management, Development and QA to prioritize and identify critical issues. - Host Daily Escalation Call with Dev and QA- Provide comprehensive Root Cause Analysis's (RCAs) and Corrective and Preventive Action's (CAPAs) for escalated issues. - Update Post Patch/Release support tickets linked to scheduled fixes to ensure verification and timely client communication. - Provide critical account updates and escalations to Support Leads- Develop and maintain policy, solution, process and informational documentation.- Proactive monitoring of open issue for Premier Clients and provide updates to their Technical Account Mangers- Work closely with Product Evangelist for channel issues raised with the Social Channel- Proactively and consistently mentor L1 & L2 Support Engineers- Process tickets in accordance with established KPIs and SLAsCore member of the Knowledge Centered Support (KCS) team responsible for implementing and training Support Engineers on the adoption of KCS.- Partner with Leads and Subject Matter Experts (SME) for a consistent standard on documentation and best practices for reuse, improvement, and creation of knowledge within our knowledge management system Confluence. - Communication evangelist responsible for the creation and delivery of all communications around KCS. - Actively participate and attend weekly KCS Governance and Content team meetings.- KCS Coach - Work closely with Support Engineers to model and promote the behavior change required for a successful KCS adoption.

Las Vegas, Nevada Area

A key member of the Social Cloud & Core Team. Responsible for providing high-quality technical support to our rapidly growing customer base. Taking ownership of technical issues, and working with our QA and Dev teams to resolve advanced issues when necessary.SME of the following platform areas:Social Engagement: Engagement, Channel Integration & AudienceAPI & Integrations: Market Place Integration & Sprinklr APIReporting: Reporting Dashboards, Inbound dashboards, Sla Dashboards, Settings, Custom fields & Google AnalyticsSocial Publishing: Publishing, Planner & SAMGovernance & Automation: Governance, Rule Engine & Consumption

Responsible for consulting, training, and implementing new workflows within healthcare (Oncology) practices by utilizing and educating software and new workflows that optimize the practice’s efficiencies. Educate Clients on CMS requirements and guidelines with respect to purchased software (EMR). * Provide workflow consultations for potential and existing customers * Assist in trouble shooting with equipment issues * Deliver Clients with high quality education of Third-party products

Greater Atlanta Area

• Responsible for technical and application support of Marketo software • Understand, interpret, reproduce, and diagnose customer problems. Perform Root cause Analysis• Teach solutions to customers• Assist customers with installation, synchronization and maintenance of their CRM interface with Marketo• Configure customer systems to meet requirements • Troubleshoot custom HTML, CSS and Java script • Build reports and provide analytic assistance • Meet individual case management, SLA, and C-Sat Goals

Greater Atlanta Area

• Manage the Day to Day activities, schedules, and development of applications team.• Conducts monthly case reviews to ensure compliance of Elekta Support policies and procedures. • Coach & mentor specialist to ensure they meet the required performance standards for quality & productivity. • Provide real time support, assistance and feedback to applications specialist.• Balance the needs of the support specialist with the needs of the team and the customer, with a fair and professional approach. • Serve as an escalation point for customers and team members. • Seek opportunities to improve support processes, in order to continually improve customer satisfaction. Execute on these opportunities with management and/or support teams. • Keeps the team on track and engaged while maintaining a high level of morale. • Ensure team contributions to the support process. • Consistently project a positive attitude. • Ensure that the correct level of urgency is applied to customer issues and team concerns. • Demonstrate appropriate sense of urgency for email response times and phone service levels• Liaise with other departments within Elekta. Be a committed support advocate; driving process & tool improvement.• Understand the MOSAIQ Product Line.• Champion new features and facilitate training for the team.• Responsible for resource scheduling within Sales-force for field base software and hardware trainers• Created and implemented web-based training program for upgrades.

Greater Atlanta Area

Responsible for the technical and application support of Elekta software OIS (Oncology Information System) along with Training and Education of Employees and Customers. GENERAL DUTIES AND RESPONSIBILITIES • Technical/Application Support. Effectively communicate with customers to understand the problem, localize the origin, and troubleshoot efficiently to bring about swift resolution to both technical and application-related questions. • Communication. Explain troubleshooting steps and resolutions to the customer, contact internal/external resources for assistance as necessary, and thoroughly document all call-related activity in Sales Force. Can effectively create documentation and training materials for other to follow. • Call Assistance. Assist other service staff in handling customer calls, answering questions, offering support, sharing support duties, and taking over calls as appropriate.• Call Escalation. Inform Service management of any outstanding or escalating issues and/or dissatisfied customers and pro-actively escalate as required• Call Documentation: Used Salesforce.com on a daily bases to routinely monitor assigned calls and update, re-assign, and close as required.• Support Education: Travel onsite to train MOSAIQ following a software upgrade or new product installation. • WebEx Training: Facilitated weekly training classes that highlighting new features in MOSAIQ remotely via WebEx.• Facilitate Elekta University – College of Software Systems for new hire/current employees. Develop and deliver ongoing education. Mentor new hires with on the floor training and troubleshooting assistance.