Kim Bertelson Email & Phone Number

Boston, Massachusetts, United States

* Coordinate with on-site staff to fulfill technology needs efficiently.* Ensure accuracy and updates of configuration files by coordinating with clients.* Configure and distribute new equipment in collaboration with clients.* Manage client transitions from locally hosted services to Microsoft Entra and 365 cloud services.* Advise and assist clients in determining and deploying optimal hardware and software solutions.

* Assessed overall team workload and production output to determine the effectiveness and improve customer experience.* Evaluated current implementation processes and developed new procedures for customer onboarding.* Managed customer onboarding and all related projects, both internally and externally.* Created new systems for customer data tracking and collection.* Collaborated with customers to determine optimal customization and utilization of new implementation processes based on their needs.* Monitored customer requirements related to product upgrades and additions.* Acted as the primary contact for all implementation-related concerns and progress.* Developed and implemented a new inventory system for on-site hardware.* Updated tracking systems for shipments and compared inventory needed to be shipped with current on-site inventory.

Waltham, Ma

* Collaborated closely with Product Development to determine customer needs and reactions to new software.* Worked with customers and the Product Development Team to implement new software and troubleshoot API and software-related bugs.* Trained as a QuickBooks Expert to assist in the launch of the QuickBooks integration application.* Utilized JavaScript and CSS to enhance the internal help center's usability.* Created documentation for both customer-facing and internal help centers.* Developed and implemented a comprehensive onboarding program for the WORK Customer Care Team, including all training materials and content for both trainers and trainees.* Trained other trainers on the onboarding process and team procedures for the customer care team.* Analyzed employee statistics and observed performance to determine coaching and training needs team members.* Worked closely with management to shape the direction of the team.

Boston, Ma

• Provided excellent customer service for all inquiries, from installation to troubleshooting.• Promoted and oversaw new equipment and system sales• Double customer retention rate over the course of 6 months• Supervised new service representatives and assisted with customer complaints