Kaleigh Smith Email and Phone Number

• Lead and manage the user support team, including establishing goals and priorities, assigning tasks, providing feedback, and coaching team members.• Develop and execute the support team's roadmap to align with organizational goals.• Track and analyze customer support data to identify trends and measure customer satisfaction. Report on key metrics and use the data for workforce planning scenarios.• Collaborate cross-functionally to improve the overall customer experience and escalate customer issues to the appropriate teams for resolution.• Develop and implement customer support policies and procedures, including knowledge base creation, training programs, and best practices for customer interactions.• Hire, train, and develop new customer support representatives and represent the user support team at company-wide events and meetings.• Champion continuous improvement and change within the user support team and drive user satisfaction through evaluation and implementation of new support technologies and tools.• Build and manage a customer-centric support team, advocate for users, and establish strong engagement touchpoints with users.• Responsible for workforce/workload planning and optimization of the user support team, including handling external customers when needed.• Lead and manage a team of User Support Analysts, providing guidance in resolving user-initiated requests and conducting regular 1:1 meetings for their professional growth.• Identify opportunities for technology and process improvements, track progress of assigned tickets, and serve as a point of escalation for user incidents.• Analyze support patterns for training and efficiency improvements, conduct root cause analysis, and communicate effectively with stakeholders on escalated issues.• Ensure user adoption and success with applications through effective training and implementation, and manage and delegate projects to out-of-country third-party resources.

• Lead and manage a team of User Support Analysts, providing guidance and direction in resolving user-initiated requests for change and incidents.• Provide coaching and conduct regular 1:1 meetings with team members to support their professional growth.• Proactively identify opportunities for technology and continuous process improvements within the organization.• Track the progress of assigned tickets with a focus on meeting delivery deadlines and SLAs.• Serve as a point of escalation for user incidents; ensuring the appropriate resources are engaged for timely action and proper traction.• Analyze patterns in support tickets, requests, and alerts to enhance training and support efficiencies.• Conduct root cause analysis as needed, contributing to internal improvements.• Collaborate and communicate effectively with stakeholders on escalated application issues, providing status updates on resolution.• Ensure user adoption and success with applications through effective training and implementation of internal applications.• Work with out-of-the-country third-party resources by managing and delegating projects and following them to completion.

- Review data and data entry practices, looking for trends and opportunities to increase accuracy.- Audit and analyze data from multiple sources to streamline processes and reporting. - Collaborate with various team to help maintain data integrity in ATS with client contract details.- Support applications to ensure availability for internal and external users.- Support and collaborates with partners to refine and enhance existing and emerging ATS applications.

• Analyze all new and administrative forms and applications, which are used by our customers and agents to ensure consistency.• Assisted with the maintenance of hardware/software and provides recommendations, as necessary. • Assisted in the investigation and resolution of system errors, equipment malfunctions and user problems. • Responsible for creating, compiling, and maintaining company-wide online manuals.• Responsible for reviewing letters, forms, PowerPoints, etc. throughout the company for proper grammar, punctuation, spelling, and formatting.• Constructs, formats, and applies animations to PowerPoint presentations.• Performed high volume Mail Merges for various areas within the Company.• Creates fillable forms using Adobe Pro, which are used company wide. • Assist Manager with budget reports and other tasks requested. • Create letters in the InsPro system, which includes creating manual variables, tables, and if/then statements.• Work with Company Officers on PowerPoints, spreadsheets and various documents for presentations or legal review.