15Five’s strategic performance management platform drives action and impact, helping businesses and their people thrive. Combining generative AI, custom analytics and human-centered principles, HR leaders can accelerate engagement, performance and retention via 360° performance reviews, engagement surveys, goal tracking, manager development, and ongoing feedback tools like guided 1-on-1s and check-ins.

As a member of the Customer Support Escalation Team, I handle escalated customer issues, bugs, and VIP customer support.Responsibilities include:* Troubleshooting issues using backend (Django), server logs, and error codes* Documenting and reporting bugs to the Engineering Team via Jira* Serving as a team expert on SAML, SCIM, API, and integration issues* Providing priority support to our largest customers within agreed-upon SLAs* Authoring technical knowledge base articles, both for internal and external use* Hosting live troubleshooting Zoom calls with customer IT teams as needed* Adhering to internally-set SLA timeframes* Working closely with the Implementation Team during customer onboarding to advise on and troubleshoot integrations

15Five is a human-centered performance management platform that creates effective managers, highly engaged employees, and top-performing organizations. From engagement surveys and 1-on-1 tools to performance reviews and OKRs, 15Five is the most complete solution that combines software, education, and community to develop successful managers and unlock peak employee performance. Built using the Positive Product Design™ method, 15Five is the only platform that offers software aligned to the latest positive psychology research. Through it’s HR Superstars community and podcast, 15Five aims to empower every leader to create highly engaged, high-performing organizations by helping people become their best selves.-Handling customer issues via chat and email. -Upholding the team service level agreement (SLA) of response time of 2 hours or less and satisfaction score of 97% or above. -Cross-functional collaboration with Dev, Sales, Customer Success, Marketing, and Product. Log, track, manage and communicate bugs and resolutions. -Creating, updating, and managing educational content for 15Five features, best practices, and how-tos. -Being a good teammate, a customer advocate, and above all else, a great human being.

• Create and implement new support strategies to better assist our partners and their patients.• Manage a team of on-call support specialists and ensure that they are properly scheduled and trained.• Act as liaison between business partners and software development team to drive innovation of product and address partner needs.• Collaborate with cross-departmental teams to analyze customer comments to make improvements to SmartExam software.• Develop user knowledge base to allow self-serviceable support to both clinical partners and patients.• Support clinical partners and their patients by troubleshooting all issues related to our software.• Develop documentation to establish policies and processes within support.

• Created, managed, and analyzed customer satisfaction survey data to increase overall satisfaction of SmartExam software.• Analyzed customer satisfaction survey data to push recommendations for future software development and new features.• Developed a partner satisfaction internal dashboard containing key statistics to support continued development of products.• Acted as liaison between business partners and software development team to drive innovation of product and address partner needs.• Analyzed trends in how customers have utilized our services, to better aid in our clinical partners’ marketing efforts.• Supported clinical partners and their patients with troubleshooting all issues related to our software.

• Enhanced store’s sales by utilizing the Sales and Inventory Reports to increase retail total sales.• Improved store’s processes and reduced costs by analyzing customer survey results and driving changes throughout the store.• Increased employees’ productivity and increased their morale by training and mentoring individuals and large groups. This consisted of coaching 2-7 sales associates daily in an effort to increase KPI’s, increase merchandising standards, and meet overall sales objectives.• Preserved company’s brand management by upholding Adidas brand values consistently.• Utilized Adidas training modules to increase store’s sales, by designing and executing new sales and training methods. • Utilized product and inventory reports to analyze footwear sell-through, in order to ensure that the store applied correct merchandising and kept product full.• Ensured uniformity in company best practices by successfully applying new store policies and trainings that were consistent with company policies.

• Increased store sales by ensuring steady stock of product on floor at all times.• Streamlined training processes by assisting management with proper and effective training methods of team members.• Demonstrated dedication for company’s success and individual growth in being consistent, as exemplified by completing all Adidas training modules within first year.• Boosted store’s customer retention rates by creating an aesthetically pleasing environment with cleanliness of the store as a primary objective.• Improved customer service by kindly and effectively assisting customers find footwear that best fits their needs and ensuring that the customer’s expectations were met.

•Improved customer service by amicably and effectively assisting customers find footwear that best fits their needs and ensuring that the customer’s expectations were met.•Consolidated store’s labor resources by engaging in myriad duties, including assisting in freight processing.

• Helped keep the store clean and organized • Helped store guest locate items

• Completed assignments given by supervisors in orderly fashion • Provided guests with financial information