Website, Social Media, Advertising AssistantVideo Editing/Training ProducerAccounts ReceivableSales/RenewalsHR/BenefitsCustomer Support

Customer service assistance during special events.

* Led teams of 6 Technical Support Agents supporting enterprise customers across the U.S.* Customer relations: Met regularly with teams and customers to assure progress on technical issues and ensure customer satisfaction.

* Built new Customer Onboarding Team from scratch: Used analytics to determine the headcount needed and roles. Hired 2 new Onboarding Specialists. Trained and coached new team to ensure productivity and individual success. * Procured, planned and helped populate new eLearning system for customer training. Initial phase went live in 2.5 months, phase 2 within the next month. Created and delivered live fundamentals webinars for new customers and instituted new Onboarding procedures for 1:1 meetings with customers. * Responsible for analyzing data of the Onboarding Team to ensure the new team/program successfully met objectives to assess success. Key Objectives: Reduce churn and support ticket creation. Determined that churn reasons were too vague to determine correlation. New team’s activities reduced “How To” tickets by ~10%.* Collaborated with other teams to ensure customer success

* Original Implementation Specialist: Created curriculum, cadence and delivery of training webinars to new customers.* Met individually with new accounts to ensure they are setup for success.* In the first quarter of this new Onboarding process, 90 day customer churn dropped from 1.5% to 1.2%.

* Supported customers with technical issues for RepairShopr and Syncro through phone and email.* Created and updated technical knowledge articles.* Helped customers and colleagues to resolve advanced issues and escalations.* Log bugs and enhancement requests.

Assist customer with product details and ordering via phone, chat and email.

*Collaborated on creation of new Escalation Management procedures including process creation, training, implementation and analytics. New procedures reduced customer escalation turn around by 82% and P1 escalated ticket closures by 1 day. •Single point of contact for escalation requests submitted by or on behalf of customers•Negotiate with a wide variety of contacts to determine plans of action, maintain progress updates and ensure case movement•Act as Subject Matter Expert on Global Procedure Guide Standards and best practices•Drive and maintain the highest level of customer satisfaction•Ability to analyze information and utilize the results, within very short time-frames

*Led and worked on projects including global cross training: Created and helped implement multiple process change trainings including new case management system and knowledge base repository. *Managed technical support teams of 5-30 individual contributors - Included hiring, coaching as well as global and cross team collaboration. *Gathered, analyzed and used data to report to leadership and make suggestions for organizational changes. Key Objectives: *Increased Customer Satisfaction reduced NPS detractors by 2% and increased promoters by 3%, *Case Management increased productivity by 27% *Resource Allocation assisted with projects that shifted resources both globally and cross team to increase productivity and customer satisfaction. *Project collaboration including project management for cross training and facilitating cross functional team blending.*Built and maintained T1 & T2 support for security and endpoint products.*Effectively managed ICs to provide optimum support for customers at all times and to ensure that Service Level Agreements are met and exceeded. *Represented Global Technical Services in meetings with customers, both internal and external. *Liaised with other Symantec Departments (Training, Sales, Consulting etc).*Assist in the management and development of the entire local support team across organizations. *Support the growth of the business through the recruitment of new outstanding staff.*Provide weekly reports on current status of escalated cases, resource allocation and case management. *Provide a local centralized point of contact for information where required, for both Symantec and customers. *Work directly with the Technical Services Managers to guarantee that all of our customers are satisfied, by ensuring that resources are available for all priority issues.

• Create and implement training for new hires including corporate trainings and product knowledge. • Assist management with scheduling, individual employee interactions and hiring.• Create knowledge base documents and assist with the knowledge base by editing and maintaining documents.• Assist customers and colleagues with issue resolution and escalation management regarding Symantec Management Platform (including pcAnywhere, Monitor Solution, Software Management and Inventory) as well as Symantec/Norton Ghost.• Troubleshoot using SQL queries, IIS and Windows• Troubleshot issues with TCP/IP and other networking technologies

* Supported customers with technical issues for pcAnywhere, Ghost and Symantec Management Platform through phone and email.* Created and updated technical knowledge articles.* Log bugs and enhancement requests.

Assisted clients and other technicians with issue resolution. ACT! Troubleshooting as well as advanced Windows operating systems troubleshooting as it related to ACT!.

* Designed, created and produced a variety of graphic materials, ranging from pieces with low to high budgets, independently and/or under limited supervision. * Prepared media: including animations, videos, stills and audio. * Used programming languages like Lingo and Action Script to program interactive software. * Key team member in the conceptual phase of project development; suggesting hardware and software needs.