Joseph Lehnert Email and Phone Number

• Oversee a team of 20+ support agents and their interactions with customers to ensure high customer satisfaction, as well as sustained growth of the agents • Investigate and resolve all escalated customer interactions with empathy and professionalism• Lead and participate in the support mentorship program, pairing new agents with seasoned agents to ensure a smooth transition into the team, all while continuously gaining feedback on the program to constantly improve it • Act as a product liaison to learn of upcoming product developments, assisting in testing and providing feedback on such changes if needed, and reporting back to the support team with all relevant information to ensure smooth product releases• Develop and deliver various trainings and continuous learning discussions to ensure agent success, and at the same time address inefficiencies in current training program to provide a more streamlined onboarding experience• Assist in managing service instabilities by communicating between teams and stepping in to assist with increased customer volume when necessary• Provide both direct and indirect (through ticket grading) feedback to agents on their interactions to improve their outcomes

• Assist customers of all skill levels, translating complex concepts into comprehendible information to ensure their success • Provide support for a SaaS product by chat, email, and phone while maintaining a 97% customer satisfaction rating • Investigate and troubleshoot product related issues and report them to the technical team as needed for resolution • Help promote team success by assisting with several ancillary tasks-managing and responding to customer NPS results, managing macro email responses, and assisting with training of new hires• Team member of Support's first ever Culture Council, which operates with the goal of maintaining a positive team culture• Peer-elected Support Master of the Month (December 2018, May 2019)

• Managed all store inventory, in-store-use devices, demo products, and all other various technology• Completed organizational and investigative tasks relevant to mainting inventory levels above 99% accuracy at all times

• Uncovered customer needs through engaged listening and strong communication skills to enlighten customers with unique product solutions• Responded to ever-changing business needs with adaptability to ensure adequate support for all store roles

• Assisted pharmacists in efficient and accurate preparation and distribution of medications, drug inventory maintenance, and documentation to satisfy legal and regulatory requirements• Maintained pharmacy equipment hospital-wide to serve as a resource for clinical staff to be able to perform their necessary jobs

• Worked cooperatively with a team with a team of healthcare providers to deliver an outsanding patient experience• Proficient in the use of patient documentation software and additional healthcare-related programs, as well as the capacity to quickly learn new systems of a similar nature• Oversaw patients and their private medical information from the admission process through discharge, ensuring all materials were organized and up to date