Jade Rudd Email & Phone Number

Irvine, California, Us

Lead and develop a team of high performing Customer Support Engineers to provide world class frontline product support. Ensure that service standards are exceeded, customer satisfaction rates are above 90%, assure that case handling processes are adhered to and ensure performance goals are met consistently. Process Improvement, Enterprise Readiness, Documentation and Enablement• Leverage reporting tools and available data to identify opportunities for process improvement aligned to company level OKRs. • Document and update procedural documents for support resources and management.• Created standardized Management Process documentation system to ensure consistent leadership processes within Customer Support. Innovated performance management practices which were previously undefined. • Identify and lead enhancement opportunities in Salesforce for enterprise readiness. Support and Operational Leadership and Management• Manage and mentor Customer Support Engineers to deliver to SLA, time to first response, resolution time, and CSAT goals. • Continuously evaluate case handling and assess against organizational standards for service excellence; deliver coaching to ensure a best-in-class support experience. • Regularly assess performance data using Salesforce and Tableau to maintain constant awareness; steer coordinated efforts toward KPI and OKR achievement. • Analyze pre-escalation factors within predictive tool to monitor for potential escalation points.• Assess internal escalations and immediately resolve, using cross-departmental collaboration and ongoing problem solving projects.• Ensure internal awareness of ongoing organizational updates and changes to enable awareness and collaboration, leading to enhanced support practices. • Develop Customer Support Engineers into mentorship roles to guarantee a cohesive and collaborative internal environment of support.• Deliver performance reviews every 6 months; performance manage accordingly.

Indianapolis, Indiana, Us

Acted as an escalation point for all customer issues that surfaced from within Customer Support and Customer Success departments, from implementations, integrations, user onboarding/offboarding, and ongoing support for customers. Connected all aspects of the organization leading to ultimate insight on customer trends, product issues and priorities, and Engineering and Development prioritization. Support Processes, Documentation, Systems, and Integration• Utilized data obtained from self-created reports to communicate important trends and inform development roadmap for relevant improvements to the SaaS product. • Detected product related issues and collaborated with technical documentation team to ensure proactive knowledge base articles were written, resulting in 10% increase in customer self-resolution and 15% decrease in Support tickets.• Prepared and organized strategy to build a team of Support professionals at both internal and outsourced locations in providing high quality, accurate and timely customer support.• Built and expanded upon support processes, documentation, and systems.• Enhanced existing support processes that ensured customer issues are quickly identified and resolved while successfully partnering with Product and Engineering to reduce repeat troubleshooting.• Defined key performance indicators (KPIs) and critical success factors (CSF) for Customer Support within the organization. Constructed reporting within Zendesk platform to report on key performance indicators and metrics to relevant stakeholders/leadership.

Reston, Virginia, Us

Devised and executed customized plans for change management and business transformation initiatives, imperative for aligning clients' strategic direction with the dynamic market environment and driving organizational success. Utilized data-driven solutions to address the organization’s ability to reach strategic objectives and goals.Continuous Service Improvement• Consistently drove organization-centric continuous service improvement via major projects and service improvement plans. • Managed internal risk register for business-critical SaaS product, utilized ITIL release, control, validation best practices for highest priority SaaS product for proactive mitigation of future incidents.• Improved and documented existing interdepartmental processes using change management best practices, defining key performance indicators and critical success factors for major processes.• Drove service management practices within the organization, incorporated operational readiness for new operational procedures.• Ensured incident management, change management, and problem management procedures were followed to ensure regulatory compliance standards were upheld. Operational Client Advocate• Proactively communicated with stakeholders to review the health of major strategic customer accounts, provided Incident Management engagement, and followed up with key customers.• Oversaw and attended weekly, monthly, and quarterly business reviews with customers, integrated critical procedures and solutions into the operational strategy to support stakeholder assessments, communication protocols, and end-user training while transforming operational capabilities.

Fairfax, Va, Us

Created and evolved SaaS onboarding processes while training team members to provide a world-class onboarding experience. Defined key performance indicators for measuring successful outcomes, delivered metrics to meet organizational goals supporting retention and expansion. • Created and implemented quality assurance initiatives for onboarding support calls and other operational functions. • Developed and promoted onboarding management teams through regular team meetings and one-on-one coaching sessions.• Ensured optimal resource utilization per business volume, delivered performance reviews to enhance performance and productivity standards.Customer Success & Operations• Spearheaded company initiatives, including major organizational restructuring, developing new processes, documentation, and training materials, and ffectively leading training sessions.• Collaborated across departments to meet company goals through differing communication strategies, led departmental meetings for major initiatives.• Resolved escalations, provided guidance to team members for escalations, hired new candidates onto Client Onboarding and Support teams.

Miami, Fl, Us

Coordinated with executives to define business and project goals to allocate resources for seamless process transformation and business operation. Identified opportunities for efficiencies in the work process and pioneering approaches to completing the scope of work while participating in team problem-solving efforts. Offered innovative solutions to client issues. • Delegated incoming customer requests to internal partners, resolved customer and internal escalations.• Coordinated client follow-up and crisis updates for catastrophic IT emergencies, transformed operations best practices according to organizational service management frameworks.• Designed and acted on key performance indicator reports, conducted weekly internal meetings to resolve operational imbalances.• Prepared service records for billing, implemented several new programs for resource utilization, service performance, and customer satisfaction.

Led the maintenance of all client profiles and detailed transaction records, while managing accounting functions inclusive of accounts payable and receivables. Developed and provided expert knowledge on company products to resellers and clients, achieving and exceeding organizational goals.

Bachelor Of Arts (B.A.), Double Major - Psychology And French

High School Diploma, Chemistry, Biology, Literature, Psychology, French

French Language And Literature