Heather Battick Email & Phone Number

St Petersburg, Florida, United States

Tampa/St. Petersburg, Florida Area

The support position is the voice of Focus when a client calls and is often the first line of communication when the district is reporting an issue. This position requires monitoring tickets, answering phone calls, working with QA and programmers, coordinating and collaborating with account executives, supporting project team implementations, and/or senior account executive's work on multiple districts.Job Responsibilities:- Communicate directly with Tier 2 Support on open tickets- Communicate directly with QA on open issues- Communicate with Director of Support/Executive team on outstanding district issues- Handle incoming support calls through Zendesk/support line- Coordinate project support with project team if a district you are supporting is in implementation- Coordinate ongoing support with account executive if district you are supporting is post-implementation- Liaison between Tier 2, the district and the project team or senior account executive when escalating Zendesk tickets for districts - Take part in weekly and/or bi-weekly status calls with assigned Districts- Work to deplete backlog of open/ pending/suspended tickets for assigned district- Monitor support calendar that includes key dates such as school start date, school end date, progress reports, report cards, state reporting windows, holidays etc.- Assist with pre-emptive testing for all progress and report cards for assigned district

Safety Harbor, Fl

Safety Harbor, Fl

Based on my ability to clearly communicate to our clients as well as within the team, and my excellent knowledge of our product, I was asked to join the software engineering team as a liaison between support and development. This included fairly diverse responsibilities with aspects of product management, project management, tier 2 customer support and customer related projects. Specific responsibilities included:- Collaborating with developers and creating detailed ticket requests to correct application bugs.- Providing requirements for product changes to improve user experience based on my client interactions.- Leading the testing team.- Creating documentation and procedures used by various departments.- Training other employees on product use and how to resolve issues within the HG application and related systems. - Regularly used SQL to query and make changes in our MYSQL database.- Created client facing and internal documentation on the application for training purposes.- Ensuring that the project team understood all aspects of a project as related to their respective responsibilities.

Safety Harbor, Fl

In this position, I used my education and customer service background to train our clients in best practices using the email system. Though I had little technical experience at first, I quickly learned and excelled through interaction with our engineering team and dedicated self-study. In less than a year, I began serving an increasing need for more complicated technical support issues and took on a leadership role in training new support members. Job responsibilities include:- Building ongoing, trusting relationships with our customers.- Support high profile clients and large market centers- Aide clients using customized HTML for emails and email signatures.- Analyzed client's contact management systems (various CRM tools) and sync their contacts to their HG account.- Offering support to customers via live-chat, phone, and email.

I began working at Sweetbay in high school, and remained there through college, working my way into management. In all of my roles, I exemplified customer service as I taught others how to show empathy, kindness, and care to each of our customers. Specific responsibilities included:- Responsible for the total store in the absence of the Store Manager and Assistant Manager.- In-house human resources.- Hire, train and develop associates to meet the departmental needs.- Promoting an atmosphere of enthusiastic customer awareness.- Encouraging open dialogue among my team members.- Establishing high standards for process and incident documentation.- Use good judgment in the delegation, assignment, and follow-up required for the efficient performance of the department.- Conduct performance appraisals in accordance with company standards.- Recording transactions into software applications.- Connecting with people from all walks of life as team members as well as customers, always ensuring that they felt welcome.

- Assist Customer Service and Sales Manager with their duties. When the CSSM was off or on vacation, step into that role.- Assist in scheduling, performance counselling, maintain sales conditions, assist customers throughout various aspects of their shopping experience.- Cashier, bag, run customer service desk as needed.

Bachelor Of Science (Bs), Exceptional Student Education

Associate Of Arts (Aa), General Studies