Mary E. Renda Email & Phone Number

Boston, MA, US

Boston, Massachusetts, United States

Boston, Massachusetts

Boston, MA

• Created first customer support role in company history, handling customer related issues and satisfaction, proper and continuous internal training and development, FAQ, building out customer portals and onboarding.
• Successfully managed customer support, receiving a 92% customer satisfaction rate derived directly from reviews.
• Developed and maintained training materials and support documentation in collaboration with management.
• Tracked, analyzed and shared customer issue trends and feedback with appropriate teams for quick and efficient resolutions.
• Triaged, managed and resolved all level one and level two technical support issues, escalated level three support issues to engineering resources and followed through to completion.
• Successfully identified and brought on new call center vendor, served as relationship and quality manager.

• Managed hiring and training of administrative staff, drafted and edited correspondence and legal documents, managed calendar of depositions and court appearances, prepared monthly bills and managed the billing cycle.
• Assisted with administration of corporate, civil litigation, and real estate law practice, coordinating residential real estate closing process and preparing and tracking Board Directors and Stakeholders resolutions.
• Successfully reviewed and resolved computer and billing issues.

• Reviewed customer feedback and addressed with appropriate team for resolution.
• Wrote and produced content for educators and administrators including training materials.
• Provided technical support and instruction on tools and applications, and assisted in customer-centered website layout.
• Executed Unix scripts that initiated system changes.

• Built and managed internal help desk supporting over 120 employees including hiring, supervising and coaching team of help desk technicians.
• Wrote and established procedures that were used as reference tools and policy guides, on-line software guides, technical end user documentation including FAQ, HTML & troubleshooting methods, and knowledge base resource.
• Implemented a Customer Support Division of the Technology & Design Department focused on technical support for account managers and school site editors.
• Proposed and wrote project specifications for Help Desk Request database, establishing the first tracking system for employee technical requests.
• Provided technical assistance and instruction on HTML, internal site tools and general troubleshooting methods.
• Coordinated IS department projects including infrastructure build outs, software rollouts and relocations.