Greg Walters Email & Phone Number

Phoenix, AZ, US

Remote

Gather information from the client and determine the issue by evaluating and analyzing the symptoms.Identify and escalate application defects and priority issues.Interact with clients to provide information in response to inquiries, concerns, and requests about products and services, and provide resolutions to reported issues.Maintain client confidence and.

Scottsdale, Arizona, United States

Managed application incident support queues for incident resolution; within defined SLAs.Performed analysis and troubleshooting for reported incidents prior to escalation to development or other teams.Communicated with stakeholders and users the status of current requests or incidents.Provided full operations support; identified recurring issues and.

Des Plaines, Illinois, United States

• SaaS support working with other members of the Support Team in North America and Headquarters, Support teams for other products, and other internal customers to troubleshoot Support Incidents, answer questions, and.
• Work with Development to coordinate and facilitate customer feedback for urgent issues.
• Manage personal queue of Support Incidents according to response level guidelines by communicating with customers and solving the reported and underlying problems using your skills and resources.
• Maintain and improve personal and institutional knowledge: document troubleshooting, create knowledgebase articles, create documentation on functional areas of the product, document procedures, policies, and general.
• Provide world-class support to customers; maintain a professional demeanor with customers in all interactions; train customers formally and informally as needed; contact and respond to customer listservs as directed.
• Provide feedback to management and other personnel to improve the products, customer service, and operations; test, verify, document, and submit software defect reports.

• SaaS managed inbound support channels (primarily email and phone) relating to application bugs, inquiries, and enhancements.
• Initiate detailed investigation and troubleshooting to gather appropriate data, analyze, and test incoming issue.
• Served as a front line for customer account teams, helping them to resolve issues and answer questions with a calm and approachable demeanor.
• Worked with various internal groups - including development, QA, and implementation - to triage, track, and escalate issues.
• Served as customer advocate, communicating issue priority and proactively identifying positive and negative potential impact of issues and updates.
• Served as a focused, proactive self-starter, an advisor and consultant, and a client advocate within SAVO.

Greater Chicago Area

• Managing dozens of small, short-term, implementation projects at one time.
• Accessing client needs and assisting them with the configuration of their MSDSonline system.
• Leading routine product overview demonstrations and periodic large-scale client training sessions.
• Probing for sales opportunities for additional products and/or services.
• Following up with clients post-implementation to verify proper installation and use and to answer further questions.
• Facilitating a resolution when a technical issue is encountered by working with MSDSonline Technical Support.

Greater Chicago Area

• Supervised all shifts of the customer service staff for the states of Illinois, Georgia and Virginia.
• Created and implemented departmental procedures for department operations and functioning.
• Drafted departmental policies for performance of job duties and standards.
• Identified and resolved problems in a timely manner and communicate those requiring procedural and policy change to management.
• Performed management duties such as writing and conducting quarterly performance evaluations, developing employee action plans, and scheduling.
• Assisted in marketing to create and administered customer satisfaction surveys and analyze responses.

Greater Chicago Area, Fort Lauderdale Area

• Cardean University, Ellis College, Chicago, ILLearner Services Coordinator
• Assisted students with technical applications needed with online learning.
• Enrolled students in courses and advise in course selection.
• Assisted in various projects within Admissions, Prior Learning and Instruction.Residences on Hollywood Beach, Hollywood, FLAssistant Contract Administrator
• Assisted the lead contract administrator and personnel in contract, legal, and business issues.
• Analyzed and revised real estate contracts to correct ambiguities, inaccurate statements, and omission of essential signatures.

Greater Chicago Area

• Assessed prospective client requirements and referred to appropriate realtor.
• Coordinated communication and contact between clients and realtors.
• Maintained customer relations to ensure quality control on transactions.
• Created and maintained client files and distribute to realtors and branch offices.
• Produced reports on realtor placements and conversion ratios from databases.
• Reconciled and closed client files.

Greater Chicago Area

• Developed and created marketing materials and sales information.
• Created reports for realtors on property activity and client feedback.
• Conducted research on real estate web sites and web applications.
• Scheduled appointments for real estate properties.
• Arranged travel itineraries.

Greater Chicago Area

• Managed caseload of adults serviced by the Illinois Department of Children and Family Services.
• Assessed clients’ skills and living situations through interviews.
• Analyzed clients’ needs and developed service plans with the goal of reuniting families.
• Prepared progress reports and maintained case files for state government agencies and Cook County State’s Attorney.
• Monitored and communicated clients’ progress and provided documentation to supervisors and other State of Illinois agencies.

Northwest Indiana

• Provided individual therapy and counseling sessions for mentally ill adults.
• Facilitated group discussions related to mental illness and recovery.
• Compiled intake evaluations and developed treatment plans.
• Participated in clinical discussions regarding patients’ progress and discharge planning.