Jennifer Patterson Email & Phone Number

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Toronto, Ontario, Canada

• Heavily collaborate with cross functional partners to optimize internal processes and team operations, and to drive enhancements to the product.• Manage Customer Experience enablement for high impact projects and product launches• Monitor progress of projects and ensure scope is adhered to. Support team with change management and project execution.• Partner with Product Specialists to review customer friction points and collaborate with Engineering and Product teams to prioritize/ address product gaps.• Distill complex problems into comprehendible user stories for Engineering partners. and Product Design.• Collaborate with external partners to improve billing systems, processes, and general customer experience.• Critically analyze tricky problems or trends and help to develop the resources and processes required to tackle them.• Analyze data and track key metrics to understand points of friction, and implement new processes to improve customer experience and team efficiency.• Work to improve troubleshooting tools and processes, cross-functional workflows and team’s knowledge enablement.• Supervise the team’s ticket queue and support tickets of the highest technical caliber or complexity.• Manage complex escalations and technical user tickets that require in depth troubleshooting and investigation and/or leadership support.• Take ownership of issues that require a higher degree of cross-functional & relationship management.• Lead projects related to team skill development and workflow improvements. Delegate tasks to team and help to support their professional development and expose them to cross functional work.• Identify topics for workshops and directly conduct where necessary.• Support managers in providing quality ticket feedback on tickets that are technically complex.

Dublin, Ireland

• Identified departmental challenges & implemented process improvements to reducefriction both internally and externally.• Drove cross-functional process improvements to reduce operational workload with automation and collaboration with the Revenue Operations team.• Spearheaded cross functional projects to improve facilitation of customer paymentsby updating tax documentation and vendor form processes• Identified, reproduced and documented bugs for Engineering to support quickercustomer resolutions and improve our ability to mitigate friction points.• Analyze data and customer insights in order to craft user stories, and present to stakeholders for correct product enhancement prioritization.• Elevated team performance by driving increased awareness, communication andaccountability in a fully remote environment• Managed customer facing communications during large scale incidents• Handled complex tickets and complaint escalations

Dublin, Ireland

•Collaborated with management on team issues and partnered helped to executeprocess changes and solutions to blockers.•Exercised excellent attention to detail and displayed strong organizational skills whilebalancing a variety of tasks and shifting priorities.• Surfaced issues and product suggestions through Quality Assurance testing forEnterprise product.• Identified, reproduced and documented bugs for Engineering to support quickercustomer resolutions and improve our ability to mitigate friction points.• Handled complex escalations.

Dublin, Ireland

• Accustomed to fast-paced environments with the ability to think quickly andsuccessfully handle difficult clients.• Developed expertise by learning to troubleshoot a diverse range of issues.• Excellent interpersonal skills, ability to work well with others, in both supervisory andsupport staff roles.• Developed documentation to improve agent on boarding and continued learning.• Collaborated with customers to understand their needs and worked cross functionallyto drive process improvements.• Facilitated training sessions for new hires and mentored new employees.• Provided ticket shadowing and mentoring to enhance team knowledge and increaseoutput.

Dublin, Ireland