Lindsey Ocasio Email & Phone Number

Albany, Ny, Us

Albany, Ny, Us

New York, United States

Overall, responsible for overseeing the program for all escalated customer issues, while helping drive resolution to key customer issues with the overall goal of achieving high levels of customer satisfaction and customer retention.* Develop and implement effective escalation management strategies and processes to handle complex customer cases efficiently* Serve as the ultimate point of escalation for critical customer issues, ensuring appropriate action is taken to resolve problems and restore customer satisfaction* Analyze escalation trends and patterns to identify underlying causes and areas for improvement and develop strategies to address them* Collaborate with various departments, including Customer Success, Customer Support, Account Management, Product Management, Engineering, and Sales* Establish and maintain key performance indicators to measure the effectiveness of the escalation management process and team performance* Foster a customer-centric culture within the organization, promoting a deep understanding of customer needs and ensuring the organization is aligned to meet those needs* Stay updated on product capabilities as well as industry best practices and emerging trends in customer escalations, continuously seeking opportunities for process improvement and innovation* Act as a strategic advisor to executive leadership, offering insights and recommendations on how to enhance customer satisfaction and retention

Albany, New York, United States

Acts as first-line touch point for all customer inquiries into the product journey benefits and risks while setting proper expectations.Analyze client’s accounts for pre-production and product migration, confirming all tasks are completed.Understand all risk factors associated with the product journey management for clients based on, but not limited to, account complexity, renewal opportunities, current pain points, feature usage, use cases, major client initiatives, goals, and availability of the client’s internal resources.Review each upgrade task and identify when each item is relevant for clients. Provide recommendations and guidance on how to manage the task considering individual client’s needs.Review client’s internal structure and recommend the best account structure within the new platform. Articulate how to build out the recommended structure to meet data hierarchy and permission needs.Validate pre-production testing for appropriate account features based on client’s contract or package.Assist clients in understanding how their current data management methods can be managed going forward and the steps needed to facilitate a seamless transition.Initiate and facilitate data migration steps for one or many accounts. Review the pre- and post- analysis to validate success of data migration.Provide review and assistance for data validation questions.Collaborate, communicate effectively, and share appropriate information with customers, within the department, and across OnSolve.

Albany, New York Area

Albany, New York

• Responsible for analyzing data, use cases, and requirements for future product development• Gather requirements, both front-end client facing and back-end code based, and formulate into requirements t for development resources, stakeholder buy-in, and documentation/training reference• Create user stories in JIRA with requirements and acceptance criteria• Complete product acceptance and pass/fail user stories, working with development and QA teams to resolve bugs and issues throughout requirements finalizing• Host scrum and grooming ceremonies for development resources• Engage with the Design team and Design System Management requirements including accessibility and WCAG compliance to approve designs for projects in my ownership• Maintain resource tools within Confluence regarding tasks, release dates, scope, and necessary information surrounding projects in my ownership• Maintain the ability to meet aggressive timelines determined by the Product team and executives to put forth new/enhanced product functionality and/or defects in the platform

Albany, New York Area

• Responsible for managing and coaching a staff of 13 employees within the US and globally – surrounding Customer Support processes, procedures, on-boarding, and client retention.• Client facing interaction on a daily basis, providing them training, troubleshooting, and day-to-day technical & customer support via email, phone, and working sessions.• De-escalate client issues in a professional manner and maintain proactive follow-up with status updates along with proper expectations set for resolution.• Lead project management and implementation of on-boarding product into enterprise corporate solutions, with project plan and deliverables.• Maintaining expectations and enhancement requests through a development team that leads maintenance to the product via product releases.• Liable for prioritizing tasks for such development team to investigate and resolve to include in deployment processes.• Frequently utilizing multiple different internal systems, multi-tasking and maintaining work load in a fast pace environment all while completing tasks in an efficient manner.

Albany, New York Area

• Client facing interaction providing training, troubleshooting, and day-to-day technical & customer support via email, phone, and working sessions• Responsible for leading project management and implementation of on-boarding software product into enterprise corporate solutions, with project plan and deliverables• Meets expectations of efficiently multi-tasking between direct client owned issues and general calls/e-mails into the Customer Support department via phone and e-mail• Frequently utilizing multiple different internal systems, multi-tasking and maintaining work load in a fast pace environment all while completing tasks in an efficient manner• Documenting all client interaction within CRM tool

Albany, New York Area

• Responsibilities included providing exceptional customer support via phone and in person• Maintaining an end of day balancing of cash up to $100,000 a day• Managing a team of up to 8 employees and maintaining daily, weekly, monthly, quarterly sales goals• Completing deposits and withdrawals to active accounts in an efficient and timely manner• Conducting audits for cash, transactions, security measures, and documents within the branch• Selling products including, but not limited, to deposit accounts, HELOC and HE loans, and personal lines of credit/credit cards• Completed the application process with clients from beginning to end starting with entering & submitting applications, and handling all closing procedures including documentation and disbursement of funds