Hunter Tesar Email & Phone Number

Plano, Texas, Us

• Designed and built NPS automation, customer health scorecards, product health scorecards, journey orchestrations, playbooks with specific call to actions, and renewal management. • Partnered with Customer Success, Onboarding, Implementations, and Product across the company to ensure collaboration between data, retention, and adoption. • Strategized and partnered with executive leadership to understand and develop tools to allow for future success of the company. • Identified and developed solutions for issues related to policies, procedures, and processes across multiple teams.• Enabled individuals to grow and take on a more technical understanding of systems, processes, and procedures across the company.

Plano, Texas, Us

• Responsible for management of global team of support agents• Administrative duties of Salesforce, and Tableau databases• Developed new processes and procedures for deflection of incoming support cases• Worked to reconcile vendor to company to customer cost, savings in excess of over $250,000 in 2019• Completed performance evaluations and rectified issues within team of employees• Maintained consistent and open channels of communication with organization leaders, not only informing of current customer issues, but solutions, actions taken, and support trends• Elevated customer satisfaction and loyalty with speedy issue resolution• Offered administrative support to other organizational members• Ensured all agents were up-to-date with current products, services and troubleshooting knowledge and collaborated with cross-functional departments, including sales, product management, software, and accounting

Plano, Texas, Us

• Assigned to grow, and support over 250 accounts globally• Created new processes for Account Owners to reach log and interact with their clients• Management of assigned accounts and fostering customer relationships as primary customer contact• Performed quoting and order entry of products sold• 50% account growth during 2017• Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction• Provided extensive support in sales, technical and business areas to assigned accounts

Plano, Texas, Us

• Support assigned accounts and was the customers main point of contact for training, questions, or concerns• Oversaw and ran projects to completion• Operated with high integrity, built trust, and earned sustained credibility with internal and external clientele• Developed standard operating procedures and document workflows for current and future process steps• Maintained regular contact with clients and identified opportunities to deliver added value to client relationships

Plano, Texas, Us

• Provided on-call support for critical issues related to software and hardware issues• Removed and replaced malfunctioning components to correct hardware problems• Provided solutions to operations issues for users on hardware and software, working closely via phone, email, live chat and web teleconference with end users• Trained end-users on software use, functionality, and application to business problems• Handled customers' expectations of support and functionality in order to provide positive user experience