Mandy K. Email & Phone Number

Dallas, Texas, United States

Lead, mentor, and develop the Direct Support team to achieve high performance.Set clear performance goals, provide regular feedback, and conduct performance reviews.Foster a positive and inclusive team culture that promotes collaboration and continuous improvement.Collect, analyze, and report on customer feedback and satisfaction metrics.Ensure customer insights are integrated into strategic planning and decision-making processes.Develop and implement processes and policies… Show more Lead, mentor, and develop the Direct Support team to achieve high performance.Set clear performance goals, provide regular feedback, and conduct performance reviews.Foster a positive and inclusive team culture that promotes collaboration and continuous improvement.Collect, analyze, and report on customer feedback and satisfaction metrics.Ensure customer insights are integrated into strategic planning and decision-making processes.Develop and implement processes and policies to ensure efficient and effective support operations.Monitor and analyze key performance indicators (KPIs) to identify areas for improvement.Collaborate with Product, Marketing, Sales, and Engineering teams to ensure a seamless customer experience.Communicate customer feedback and insights to relevant stakeholders.Represent the Direct Support team in leadership meetings and strategy sessions.Identify opportunities for growth and innovation within the support function.Facilitate training and resources to customer support staff to ensure they have the knowledge and skills to deliver outstanding service.Define and track key performance indicators (KPIs) related to customer satisfaction, support efficiency, and user engagement. Show less

San Francisco, California, United States

Launch and management of Outreach program to ensure quality of experience for all users based on CSAT, Churn, NPS and App Review responses as well as social media support. Report on all aspects of Outreach weekly/monthly/quarterly and yearly.Create and manage all Outreach documentation including processes for multiple types of Outreach and training documentation.Assist Quality Assurance Manager with auditing/coaching of team to ensure performance metrics are met. Creation and… Show more Launch and management of Outreach program to ensure quality of experience for all users based on CSAT, Churn, NPS and App Review responses as well as social media support. Report on all aspects of Outreach weekly/monthly/quarterly and yearly.Create and manage all Outreach documentation including processes for multiple types of Outreach and training documentation.Assist Quality Assurance Manager with auditing/coaching of team to ensure performance metrics are met. Creation and maintenance of internal support macros and help center guide articles.Support queue management. Show less

Grapevine, Texas

Successfully collaborated to create ER/AMR Support department from the ground up. Created all version 1 and version 2 process documentation, training documentation (internal and external) and user guides. Responsible for setup, training and launch of all new customers on platform. Liaised with Engineering and Product Management teams to meet customers’ needs and strategies. Managed new customer relationships to maintain on time delivery.• Launched full customer support via… Show more Successfully collaborated to create ER/AMR Support department from the ground up. Created all version 1 and version 2 process documentation, training documentation (internal and external) and user guides. Responsible for setup, training and launch of all new customers on platform. Liaised with Engineering and Product Management teams to meet customers’ needs and strategies. Managed new customer relationships to maintain on time delivery.• Launched full customer support via email/phone/web for v1 and v2 software; created/added new users, password reset, technical troubleshooting and assistance• Responsible for v1 new customer setup; created profile, created dealer database, created/added new users, reformatted in-system customer documents• Performed software demonstrations and training both internally and client-facing• Managed team of 5; monitored weekly team tasks• Responsible for processing of weekly customer files through system consisting of 1000s of accounts• Handled User Acceptance Testing for new v2 software• Client SFTP management and monitoring Show less

Plano, Tx

Directly interfaced with Toyota owners by responding to incoming phone calls, letters, emails and/or chats regarding inquiries and/or complaints; analyze inquiries and handle accordingly.• Took ownership of incoming communication; investigate and resolve various questions and concerns that were dealer, sales, service or product related• Research unique customer requests using online resources and identify opportunities to improve customer satisfaction• Combined active listening… Show more Directly interfaced with Toyota owners by responding to incoming phone calls, letters, emails and/or chats regarding inquiries and/or complaints; analyze inquiries and handle accordingly.• Took ownership of incoming communication; investigate and resolve various questions and concerns that were dealer, sales, service or product related• Research unique customer requests using online resources and identify opportunities to improve customer satisfaction• Combined active listening with proactive decision-making skills to benefit customers• Accurately documented all customer contact using internal software Show less

Irving, Tx

▪ Twitter and Facebook customer technical support▪ Investigate and troubleshoot customer issues with multiple products including: Windows Vista/7/8/8.1, IE, Office (Excel, PPT, Word), OneDrive (formerly SkyDrive), MS Hardware, Outlook (.com & OWA), MSA/Hotmail, OneNote▪ Manage Quality Assessments for all team members▪ Manage scorecards and timings for all team members to ensure efficiency▪ Handle High Influencer/High Risk customers with high follower count on Twitter ▪… Show more ▪ Twitter and Facebook customer technical support▪ Investigate and troubleshoot customer issues with multiple products including: Windows Vista/7/8/8.1, IE, Office (Excel, PPT, Word), OneDrive (formerly SkyDrive), MS Hardware, Outlook (.com & OWA), MSA/Hotmail, OneNote▪ Manage Quality Assessments for all team members▪ Manage scorecards and timings for all team members to ensure efficiency▪ Handle High Influencer/High Risk customers with high follower count on Twitter ▪ Handle scheduling, time off/make up time requests and equipment tracking across all shifts▪ Process writing and implementation of new procedures and policies▪ Maintain absenteeism tracking and reporting Show less

Las Colinas, Tx

▪ Xbox LIVE escalation web-based support▪ Hardware web-based support for Xbox 360 & Xbox One▪ Investigate and troubleshoot Microsoft Account issues▪ Xbox LIVE customer password resets▪ Troubleshoot and resolve customer issues with Xbox 360 & Xbox One gamer profiles and consoles▪ Top Performer on Password Reset Team, Microsoft Account Team and Hardware Team

Addison, Tx

▪ Design, build & operate graphics for all shows live and pre-taped▪ Technical Director for shows when needed▪ Collaborate with Director to create & build new effects for shows▪ Build style guides for all shows▪ Experience with Chyron LEX and Ross Karbonite switcher

Washington D.C. Metro Area

▪ Manage crew of 15 including technical, lighting, remote, and master control▪ Technical Director for all shows, inserts (recorded and live) in DC▪ Experience with Grass Valley Kalypso switcher▪ Traveled to Doha, Qatar (AJE headquarters) to Technical Direct live broadcasts▪ Riz Khan – Interview-style show with viewer interaction▪ Inside Story Americas – round-table discussion covering world issues and politics▪ The Stream – uses social media to disseminate news… Show more ▪ Manage crew of 15 including technical, lighting, remote, and master control▪ Technical Director for all shows, inserts (recorded and live) in DC▪ Experience with Grass Valley Kalypso switcher▪ Traveled to Doha, Qatar (AJE headquarters) to Technical Direct live broadcasts▪ Riz Khan – Interview-style show with viewer interaction▪ Inside Story Americas – round-table discussion covering world issues and politics▪ The Stream – uses social media to disseminate news, implements Facebook, Twitter, Skype, Google+, Storify, Tumblr, YouTube to discuss social issues from around the world Show less

Dallas, Tx

▪ Technical Director (Sony DVS9000)▪ Chyron Operator for all in studio shoots including health shows, corporate videos, commercial shoots, Continuing Professional Education courses▪ Floor Director, TelePrompter, PowerPoint building/designing and operation, Transcriptions, and camera operation for various shoots; setup and strike of studio and location shoots▪ Closed Caption television shows and subtitle documentaries using SoftNI Captioning software

▪ Direct and Technical Directing for live and pre-taped news promos and shows▪ Operate Chyron graphic system for live and pre-taped news promos and shows▪ Experience with Grass Valley Zodiac, NewsQ Video Server Application, QSeries Client, Chyron Lyric

▪ Master Control operator▪ Editor for evening newscasts▪ Production; including camera operation, Chyron (graphics), floor director, audio

▪ Handled telephone (call center) and box office ticket sales for the Texas Rangers, Dallas Stars and Mesquite Rodeo▪ Answer phones, customer service and computer documentation of ticket sales▪ Stuff envelopes and label of merchandise catalogs and season ticket benefit mail-outs▪ Assisted in other departments such as Parking and Promotions▪ Seasonal position

▪ Operate Master Control, audio, video switcher, with special effects i.e. CG keying for identification and special emergency messages ▪ Load, unload and re-file Beta tape used for commercial insertion in network programs or locally originated programs from videotape or film ▪ Handle daily recording of satellite programs for delayed playback ▪ E.A.S. (Emergency Alert System) operation ▪ Transferred 1-inch videotape reel-to-reel to Beta carts from sources such as film or cassette… Show more ▪ Operate Master Control, audio, video switcher, with special effects i.e. CG keying for identification and special emergency messages ▪ Load, unload and re-file Beta tape used for commercial insertion in network programs or locally originated programs from videotape or film ▪ Handle daily recording of satellite programs for delayed playback ▪ E.A.S. (Emergency Alert System) operation ▪ Transferred 1-inch videotape reel-to-reel to Beta carts from sources such as film or cassette ▪ Automate and dub shows and commercials for air ▪ Control and management of all On-Air programming on designated shift Show less

▪ Operate studio cameras and newsroom cameras for 5, 6, 9 and 10 newscasts▪ Operated Chyron for weekend newscasts▪ Limited audio and switcher duties