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, qualifying and delivering inbound leads to sales, and serving as the voice of the customer.• 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.• Planned and managed weekly triage meetings, assisted in setting priorities for engineering team.

• 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 for firm.• 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 and other corporate filings.• 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 for account managers.• 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.• Negotiated and maintained relationships with vendors for the purchase of hardware, software, and peripherals.