Nicole Conway Email & Phone Number

United States

Alpharetta, Georgia, United States

DEXIS™ is a recognized and trusted leader in digital solutions and diagnostic software innovation with over70 years of experience delivering imaging expertise. It has over 150,000 imaging devices currently beingutilized in practices around the world.• Responsible for delivering technical leadership, strategic operations, performance optimization, training, and cross-functional collaboration to deliver exceptional customer satisfaction while providing leadership to 30 team members. • Serve as a liaison between the technical support team and leadership to ensure alignment with strategic objectives. Implement Technical Support policies and procedures that ensure the delivery of world-class service to customers.• Manage a team of 30 Technical Support Representatives, setting clear performance expectations and providing mentorship. Identify and develop action plans to address learning gaps and drive high performance

Alpharetta, Georgia, United States

DEXIS™ is a recognized and trusted leader in digital solutions and diagnostic software innovation with over 70 years of experience delivering imaging expertise. It has over 150,000 imaging devices currently being utilized in practices around the world.• Responsible for delivering IT technical solutions and assistance across multiple systems and applications for customers and end-users, ensuring exceptional leadership and support for a diverse customer base. • Serve as a first point of contact for customers seeking technical assistance on proprietary applications, demonstrating a customer-centric approach and commitment to prompt and effective issue resolution. • Analyzed application data to assess performance and determine issues across proprietary software; completed root cause analysis of defects and drove coordination of resolutions with development teams and project managers.

Alpharetta, Georgia, United States

DEXIS™ is a recognized and trusted leader in digital solutions and diagnostic software innovation with over 70 years of experience delivering imaging expertise. It has over 150,000 imaging devices currently being utilized in practices around the world.• Responsible for delivering IT technical solutions and assistance across multiple systems and applications for customers and end-users, ensuring exceptional leadership and support for a diverse customer base. • Serve as a first point of contact for customers seeking technical assistance on proprietary applications, demonstrating a customer-centric approach and commitment to prompt and effective issue resolution. • Analyzed application data to assess performance and determine issues across proprietary software; completed root cause analysis of defects and drove coordination of resolutions with development teams and project managers.

Greater Atlanta Area

Intelliteach is a specialized provider of managed IT services and support, catering to law firms, accounting firms, and other professional service organizations across the globe. It offers tailored solutions to enhance organizational efficiency and effectiveness.• Responsible for delivering technical support and issue resolution to support end-users across upgrades, installations, software, hardware and network issues for IT and accounting professionals across the legal industry. • Selected to serve as the Dedicated Service Desk Analyst supporting the Nelson Mullins Riley & Scarborough firm. • Provided first-level technical support to end-users and addressed hardware and software issues. Resolved technical issues and led troubleshooting across software installations and connectivity issues, ensuring minimal downtime.

KellyConnect® transforms contact center solutions through its digital transformation, IT services, andbusiness solutions. It delivers over 40 million contacts a year, employs 7,000 virtual agents and over 500 onsite agents and delivers a 93% client satisfaction rating.• Reporting to the Technical Support Team Lead, responsible for delivering technical assistance,customer support, problem resolution, and quality assurance related to technical products toapproximately 150 customer per day.• With a focus on customer satisfaction, attained 95% utilization and productivity average and 100% QAscores. Handled escalations and supervisory calls with a 90%+ resolution rate and achieved 96% sameday resolution.• On a team of 30, ensured that all interactions with customers met and exceeded organizational qualityand service standards. Delivered step-by-step guidance to customers across product use and technicalissue resolution

KellyConnect® transforms contact center solutions through its digital transformation, IT services, andbusiness solutions. It delivers over 40 million contacts a year, employs 7,000 virtual agents and over 500 onsite agents and delivers a 93% client satisfaction rating.• Reporting to the Technical Support Team Lead, responsible for delivering technical assistance,customer support, problem resolution, and quality assurance related to technical products toapproximately 150 customer per day.• With a focus on customer satisfaction, attained 95% utilization and productivity average and 100% QAscores. Handled escalations and supervisory calls with a 90%+ resolution rate and achieved 96% sameday resolution.• On a team of 30, ensured that all interactions with customers met and exceeded organizational qualityand service standards. Delivered step-by-step guidance to customers across product use and technicalissue resolution

KellyConnect® transforms contact center solutions through its digital transformation, IT services, andbusiness solutions. It delivers over 40 million contacts a year, employs 7,000 virtual agents and over 500 onsite agents and delivers a 93% client satisfaction rating.• Reporting to the Technical Support Team Lead, responsible for delivering technical assistance,customer support, problem resolution, and quality assurance related to technical products toapproximately 150 customer per day.• With a focus on customer satisfaction, attained 95% utilization and productivity average and 100% QAscores. Handled escalations and supervisory calls with a 90%+ resolution rate and achieved 96% sameday resolution.• On a team of 30, ensured that all interactions with customers met and exceeded organizational qualityand service standards. Delivered step-by-step guidance to customers across product use and technicalissue resolution