-Manage Solution Center (helpdesk) Agents and their performance through coaching and assist them in resolving user-reported issues.-Write and conduct performance reviews of Agents.-Answer incoming calls and email correspondence from end-users of Datatrak products, assist in resolving any issues and answering any questions from them, enter all communications into the Solution Center tracking system.-Resolve problems together with the user or, if this is not possible, escalate problems to the appropriate 2nd or 3rd level support personnel (Technology Services, Software Development, etc.).Educate clients and generate solutions for achieving the desired outcome using our products.-Keep end-users informed about the progress of problem resolution and serve as the primary point of contact between the user and 2nd/3rd level party working on the problem.-Design and provide reports to clients on activity regarding their studies.-Provide input regarding technical documentation for Datatrak products by communicating end-user requests and comments to the product development team.-Provide input for the software development process by communicating end user requests and comments to the Software Development department via Software Development Tracking System (Bugzilla).-Train and mentor new Agents in the processes of the Solution Center.-Assume responsibility for individual projects as assigned Create internal support documents related to the Solution Center.-Conduct ad-hoc client training in various areas of the system.-Support client audits by answering all questions regarding Datatrak helpdesk efforts.-Write and/or execute User Acceptance Test Cases for product patches or enhancements.-Write and/or update product support documentation and internal processes.-Test, document, and ship study archrivals.-Perform post-design testing for the product prior to presenting it to clients.-Gather, analyze, and report on helpdesk metrics to executives and stakeholders.

-Became Lead Customer Support Specialist after only 6 months with the company.-Answer incoming calls and email correspondence from end-users of Datatrak products and enter all problems into the Solution Center tracking system.-Resolve problems together with the user or, if this is not possible, escalate problems to the appropriate 2nd or 3rd level support personnel (Technology Services, Software Development, etc.).-Keep end-user informed about the progress of problem resolution and serve as the primary point of contact between the user and 2nd/3rd level party working on the problem (this includes Project Managers as well as 2nd and 3rd level support tiers).-Assist junior Agents of the Solution Center in resolving users’ reported issues.-Provide input regarding technical documentation for Datatrak products by communicating end-user requests and comments to the product development team.-Provide input for the software development process by communicating end-user requests and comments to the Software Development department via Software Development Tracking System.-Train and mentor new employees of the Solution Center in the processes of the Solution Center.-Assume responsibility for individual projects as assigned Create internal support documents related to the Solution Center.-Write and/or execute User Acceptance Test Cases for product patches or enhancements.-Write and/or update product support documentation and internal processes for product patches or enhancements.-Test, document, and ship study archrivals.-Perform post-design testing of the product prior to presenting it to clients.-Interview and assess potential help desk candidates.-Provide support for Agents as a point of contact after hours.

DATATRAK International is a worldwide technology and services company delivering Unified dClinical™ solutions and related services for the clinical trials industry. The Company delivers a complete portfolio of software products designed to accelerate the reporting of clinical research data from sites to sponsors and ultimately regulatory authorities. Our latest case study demonstrates the reporting functionality of the DATATRAK ONE UX™ Platform can save users up to 64% in time spent.

-Providing front-end user support for clients and administering database access.-Write and execute User Acceptance Test Cases.-Provide client training via phone on certain aspects of the system.-Participate in Client audits by providing help desk metrics and providing an overview of help desk practices and procedures-Gather, analyze and provide to leadership help desk metric data for use in business decisions.

Responsible for handling customer and agent inquireis via phone that included billing inquiries and policy endorsements.Worked on specialty teams that assured accurate rates and another specialty team that rewrote policies on behalf of independent agents during non-traditional hours.

In addition to managing a team of as many as 28 CSRs and 3 coaches I am also responsible for leading pilot initiatives including devloping process, gathering and analyzing data, training pilot participants and reporting results to stakeholders and senior leadership.I have successfuly gathered, analyzed and reported site metrics for performance and staffing..

-Managing Call Center reps-Coaching to performance-Interviewing, hiring and training of Call Center Reps.-managing process changes including studying current process, making recomendations, implementing changes and measuring results.-Gathering and reporting on data for pilots and projects.

Coached phone representatives in customer service and also on specialty team that handled customer complaints.Responsibilites included reviewing calls for quality and coaching reps to higher performance, handling customer complaints and complex issues.

Responsible for investigating external and internal theft. Monitored store via closed circuit and live surveillance for customer thefts. Conducted extensive, detailed investigations of employee theft via video and live surveillance and analysis of cash transaction records. Worked with local law enforcement and prosecutors to build theft cases.Responsible for store safety inspections and accident reporting.