Laurel Poertner

Laurel Poertner Email and Phone Number

Senior Director, Digital Services @ F5
Bothell, WA, US
Laurel Poertner's Location
Bothell, Washington, United States, United States
Laurel Poertner's Contact Details
About Laurel Poertner

Experience maintaining world-class knowledge management service standards and instituting knowledge programs within high-tech support and education teams that focus on knowledge sharing, content management, customer experience, and self-service success Certified Trainer and Practitioner in Knowledge-Centered Service (KCS) v6 PracticesLed a KCS initiative that spanned 30 distinct product lines and 200+ support agentsMaintained and administered the self-service customer support website for 30+ product lines and nearly 5,000 customers10+ years of experience in Support Management in the software industry. Managed a team of 30-45 people located in 5 different countries and 7 locations.Been a member of the Consortium for Service Innovation (founder of KCS) for 13+ yearsExperience using, designing and managing Customer Relationship Management and Knowledge Management systems to conduct support operations that integrate with other departments like Sales, Product Management and Research and DevelopmentExperience in working with tactical management teams from other departments to work through software supportability, design and customer issues10+ years experience managing a support team in Bangalore, India10 years of experience working with Enterprise Resource Planning systems in various capacities such as database administration, business analysis, implementation consulting, Quality Assurance, manufacturing operations and SupportParticipated as the business sponsor for several large business system integration projects over the last 8 yearsSpecialties: Technical Support Management, Support Operations, Project Management, business process analysis, Knowledge Management strategy

Laurel Poertner's Current Company Details
F5

F5

View
Senior Director, Digital Services
Bothell, WA, US
Laurel Poertner Work Experience Details
  • F5
    Senior Director, Digital Services
    F5
    Bothell, Wa, Us
    View
  • Consortium For Service Innovation
    Board Member
    Consortium For Service Innovation May 2023 - Present
    Boston, Seattle, Dallas, Las Vegas, Us
    As a member of the board for the Consortium for Service Innovation I work closely with this group of thought leaders to learn and innovate on the latest strategies, models and practices across a variety of industries and disciplines. I participate in piloting new processes and practices with other members to gain feedback, validate successes, and identify opportunities to improve.I strongly believe in the mission of the Consortium; to advance customer and employee value realization by developing innovative strategies, models and standards through public speaking, consortium knowledge reuse, and through Consortium hosted events.
    View
  • F5
    Senior Director, Digital Services
    F5 Apr 2022 - Present
    Seattle, Washington, Us
    A digital experience has many faces. A website, help button, mobile app, social site, chat bot, community, knowledge base. The list is endless. It is not the faces that people see from the outside that make it successful. It is the faces behind the scenes. Gathering data, collaborating with peers, learning new skills, creating rich content. It all takes people. People that are humans with hearts and minds that need to be nurtured, supported, respected and appreciated. That is what I strive to do every day.
    View
  • F5
    Director, Knowledge Services
    F5 Mar 2019 - Apr 2022
    Seattle, Washington, Us
    View
  • Coveo
    Director, Education Services
    Coveo Sep 2017 - Mar 2019
    Quebec City, Quebec, Ca
    View
  • Coveo
    Head Of Training Services
    Coveo Mar 2016 - Sep 2017
    Quebec City, Quebec, Ca
    Responsible for providing, managing and developing technical training services operations and business advisory services to help Coveo customers get the highest success from their Coveo AI-powered solutions.Coveo is in the business of unifying knowledge throughout an organization giving users a single place to find valuable, relevant, timely information. As with any business tool, the processes behind it are as, if not more, important. Along with product training services, I manage, develop and deliver business advisory services focusing on knowledge management and sharing best practices.I am a certified trainer in Knowledge-Centered Service v6 best practices and provide several types of training and consulting services including:Knowledge-Centered Service v6 practices training (2.5 days + proctoring the certification exam)Knowledge-Centered Service v6 design consultingKnowledge assessment consultingKnowledge-Centered Service v6 leadership training
    View
  • Irrevo
    Knowledge Strategist
    Irrevo Aug 2015 - Mar 2016
    Plano, Tx, Us
    To strategize is to be a forward thinker, a planner, someone who looks out into the future. I help teams review their knowledge systems and programs' current state as a first step to looking at the future. I focus on the technology, people and resources as well as the business model, then help align them with company objectives and brand promise. Below are some of the services I provide to help our clients improve processes and systems that will promote greater growth and value:Knowledge program assessmentsTechnology transition servicesResource requirement planningKnowledge Centered Support practices training and adoptionKnowledge Governance and standardsContent auditingUsability analysis
    View
  • Jlp Enterprise, Llc.
    President
    Jlp Enterprise, Llc. Apr 2015 - Mar 2016
    Responsible for delivering highly specialized, tailored business consulting services primarily focused around Knowledge Management processes, Knowledge Centered Support (KCS) practices, and Customer Support/Call Center Operations.Services include:• Knowledge and Content Program management• Knowledge Centered Support (KCS) practices implementation• Self-service optimization and health checks• Technology transition project management• Knowledge model assessment• Knowledge Management road map strategy• Knowledge Map creation and gap analysis• Customer Support/Call Center operation productivity improvement• Training services
    View
  • Aptean
    Director, Knowledge Management
    Aptean Oct 2012 - Jul 2015
    Alpharetta, Georgia, Us
    Responsible for managing the operations of Aptean's enterprise Knowledge Management solution, Knova.Drive adoption throughout the Aptean Customer Support and Education organization of Knowledge Management and Knowledge Centered Support practices.Ensure internal and external facing knowledge content is findable, of the highest quality and is reused as much as possible.Responsible for maintaining the integration between Aptean's KM and CRM applications - Knova and Pivotal CRM.Manage internal projects to improve the customer experience by providing a world class self-service customer support portal.
    View
  • Consona Corporation
    Vp, Global Support Operations
    Consona Corporation Sep 2009 - Oct 2012
    Indianapolis, In, Us
    Manage a management team of 5 managers and total team of over 30 support employees across five countries and seven different locations. Served on the top level leadership team reporting directly to the General Manager of the CRM Division. Responsible for the company wide knowledge management initiative for a support team of 100+ employees. Manage the relationships of over 300 active customers including over 50 Global 2000 customers. Participate in the annual operating planning process that is approved by the board of directors. Provide support specific critical issues, action items and metrics objectives that are cascaded down through the teams for five separate product lines.
    View
  • Consona Corporation
    Director, Global Support Operations
    Consona Corporation Jan 2008 - Sep 2009
    Indianapolis, In, Us
    Moved from the ERP business unit to the CRM business unit where the type of customer support changed from high volume, end-user support to lower volume, highly complex and more technical type support to Global 2000 customers. Managed two main CRM products (Knova and Onyx) with a support team of 3 direct managers and 20 people in 5 countries and 6 locations.
    View
  • Consona Corporation
    Director, Customer Support And Education
    Consona Corporation Jul 2006 - Jan 2008
    Indianapolis, In, Us
    Responsible for managing the support teams for the two largest ERP products, Intuitive ERP and Made2Manage. Managed day to day support operations in a call center environment handling 30,000 support incidents per year. Managed three direct managers and a total of 45 people.
    View
  • Intuitive Manufacturing Systems
    Director, Technical Services
    Intuitive Manufacturing Systems Feb 2003 - Jul 2006
    Responsible for managing the support and Quality Assurance teams for the Intuitive ERP product. Managed a total of 8 people. Member of a 6 member executive team reporting directly to the President. Responsible for support and quality assurance operations, meeting annual management objectives. Submitted Support and Quality Assurance section of the annual business plan submitted to the board of directors.
  • Intuitive Manufacturing Systems
    Product Implementation Consultant
    Intuitive Manufacturing Systems Jan 2000 - Feb 2003
    Responsible for implementing and upgrading the Intuitive ERP product onsite at customer facilities.

Laurel Poertner Skills

Release Management Business Analysis Technical Support Project Management Knowledge Management Enterprise Software Professional Services Saas Crm Software Project Management Cloud Computing Erp Software Implementation Management Team Management Product Management Leadership Microsoft Sql Server Program Management Call Centers Business Intelligence Software Development Integration Business Process Vendor Management Customer Relationship Management Software As A Service Enterprise Resource Planning Coveo

Laurel Poertner Education Details

  • Central Washington University
    Central Washington University
    Business Administration

Frequently Asked Questions about Laurel Poertner

What company does Laurel Poertner work for?

Laurel Poertner works for F5

What is Laurel Poertner's role at the current company?

Laurel Poertner's current role is Senior Director, Digital Services.

What is Laurel Poertner's email address?

Laurel Poertner's email address is la****@****ail.com

What is Laurel Poertner's direct phone number?

Laurel Poertner's direct phone number is +142598*****

What schools did Laurel Poertner attend?

Laurel Poertner attended Central Washington University.

What are some of Laurel Poertner's interests?

Laurel Poertner has interest in Hiking, Golf, Camping, Skiing.

What skills is Laurel Poertner known for?

Laurel Poertner has skills like Release Management, Business Analysis, Technical Support, Project Management, Knowledge Management, Enterprise Software, Professional Services, Saas, Crm, Software Project Management, Cloud Computing, Erp.

Free Chrome Extension

Find emails, phones & company data instantly

Find verified emails from LinkedIn profiles
Get direct phone numbers & mobile contacts
Access company data & employee information
Works directly on LinkedIn - no copy/paste needed
Get Chrome Extension - Free

Aero Online

Your AI prospecting assistant

Download 750 million emails and 100 million phone numbers

Access emails and phone numbers of over 750 million business users. Instantly download verified profiles using 20+ filters, including location, job title, company, function, and industry.