Frank Klingensmith Email & Phone Number

• Provide high level diagnosis and proactive call deflection to product support team members and our client base.
• Manage planned client upgrades and own the client experience by developing content, policies and procedures to continually improve the upgrade.
• Act as a mentor for all staff in the department, encouraging department teamwork and vertical team behavior in a positive environment.
• Manage competing projects by identifying and prioritizing issues, making sound business decisions that balance company goals with client requests.
• Analyze and report service trends; develop reporting methodologies, client and staff surveys, and reporting tools when needed.
• Conduct on-site or group training when necessary (higher level training).

• Technical contact for largest property tax customers during migration to newest version of municipality software; responsible for troubleshooting and timely resolution of all issues for these key customers.
• Resolve client escalations, monitor team call resolution rate, and manage team assignments in the absence of Support Manager.
• Lead new feature and best practice sessions for clients attending state user groups.
• Spearhead new feature and best practice training to clients attending state user groups
• Built automated performance dashboard to improve call set maintenance and KPI monitoring utilizing Excel and VBA.

Falmouth, ME

• Assisted clients and on-site implementation staff with software, operating system, hardware support and troubleshooting.
• Managed calls by identifying and prioritizing issues according to published policies; Collaborated cross functionally and with clients to create SOPs that increased efficiency.
• Utilized SQL scripts to assist clients with data changes and corrections.

Falmouth, ME

• Provide software, operating system and hardware phone support, troubleshooting and consultation to Tyler Software Support clients and on-site Implementation staff.
• Conduct first level diagnosis of system defects
• Resolve client inquiries and issues in a timely manner; communicate resolution effectively through email and phone communications.
• Document and record all aspects of client interactions in designated client management systems to promote transparency and understanding of technical issues.
• Manage calls by identifying and prioritizing issues according to published policies.
• Collaborate with other teams, departments and divisions with issues pertaining to applicable software applications.

• Fulfill orders timely; produce high quality foods. Responsible for back-of-house operations; adhere to industry sanitation levels.
• Tested and refined new company-wide temperature tracking system, ensuring proper food storage
• Tracked weekly food usage and trends resulting in increased profits due to reduced food waste

Bucksport, ME

• Overhauled coating formula to improve machine efficiency by creating test trials, success and failure parameters, and paper quality testing guidelines; set and tracked failure metrics and analyzed results to determine.
• Remodeled testing procedures for dry end tape pulls; correlated historical data and analysis and translated into a new QA testing scale and equipment calibration to provide more standardized results.
• Assisted operations team with correcting exceptions to daily sewer flows and diagnosing collected defects.