Jon Marlo Email & Phone Number

Atlanta, GA, US

Alpharetta, Georgia, United States

Alpharetta, GA

Alpharetta, GA

Alpharetta, GA

• Ensure the Support Team as a whole delivers a consistent, high-quality customer experience
• Provide daily guidance to the Technical Support Analysts to ensure customer expectations are met while also serving as the primary point of escalation for clients regarding product and customer experience concerns
• To decrease time to resolution for customers developed a service order tracking Share Point page that shows resource modeling per day, current incoming service order volume and escalation status which allows for a more.
• Worked with the Support Team Manager to design and implement a new coverage model allowing for on-the-spot resource coverage adjustments. The fluidity of the model allowed for coverage gaps to be quickly identified and.
• In conjunction with the Support Team Manger, constructed a program for the support team that allowed for direct team engagement in generating, ranking and implementing solutions to meet FY17 metric goals. Our.

Alpharetta, GA

• Responsible for interfacing with customers, team members and other departments to guide and facilitate the day-to-day support for McKesson customers in diagnosing, troubleshooting and debugging enterprise-level, highly.
• Engage and serve as mentor and trainer on issues requiring complex analysis and troubleshooting to expedite resolution of customer issues
• Champion supportability issues by working with other departments and team members in the identification of product limitations, providing documentation, specific actions and results regarding future change or.
• Identify areas for improvement that will aid the team and our customers in supporting our solutions

Alpharetta, GA

• Led a project to completely revamp MPF Support on-boarding program with respect to new hires and also continuing education for tenured employees. Worked closely with Education Team to vet education material, structure.
• Working closely with Support Engineers, PSAs, Customer Advocates and leaders to drive and sustain the highest levels of Incident Satisfaction MPF has attained in 2+ years
• Optimize workload assignments to ensure individual, team and customer objectives are met
• Develop professional growth/development plans with employees in alignment with career objectives
• Establish strong relationships with cross-departmental peers around shared goals
• Run daily operations for the team including team coaching, mentoring, management

Alpharetta, GA

• Developed an expedited service order process with our Advocacy Team to ensure that highly visible issues were handled in a more timely manner
• Worked with management team to roll out a backlog reduction plan that led to the MPF support team hitting the target goal for total backlog at the end of FY13
• Led a team initiative to focus on elevated priority service orders (High/Critical & Customer Care) that led to a large reduction in the number of outstanding service orders that met this criteria
• Assisted in organizing a successful on-boarding program for the largest incoming new hire class for the MPF Support team in 5+ years
• Monitored team queues and ensured service orders were addressed per appropriate priority
• Ensured senior team members were providing necessary service order support to prevent case aging

Alpharetta, GA

• Leveraged high customer satisfaction skills to attain a position on the Transition Team for newly transitioned customers to MPF support
• Worked with customers to triage and diagnose issues with McKesson solutions
• Mastered corporate best practices and SCP supported methodologies for all job functions
• Followed defined troubleshooting processes to fully resolve customer issues
• Worked with resources on other McKesson support teams as appropriate to jointly resolve service orders
• Maintain accurate work logs and provide customers with updates per guidelines