Randy Finley Email and Phone Number

Handling daily operations for inbound calls and face to face meetings with customers

Responsibilities: • Content review • Critical thinking and attention to detail to review content against existing policies • Meet team’s daily targets • Mentor for new hires • Handling sensitive content that includes violence, sex and nudity • Support urgent requests and projects while collaborating with cross-functional teams • Conduct market research to prepare for new product launches • Validate, investigate and respond to inquiries of an urgent or sensitive nature within established guidelines. This includes coordinating with client subject matter experts to respond to or support in the response to inquiries and/or escalations which may be generated by include but not limited to external third parties, Client or Accenture. • Understands and perform content reviews under client supervision for International and Domestic cases following client processes and procedures • Complies with all client published policies and procedures and any legal and regulatory requirements that the company is obliged to adhere to • Assigned and accountable for workable solutions and processes within specific area of responsibility • Ensures all work is performed in accordance with SLAs and metrics.

• Employed at KLA > NEC > Hitachi & TiVo.• Face to face support of numerous tasks to inter structure of assigned clients. • Facility management at TiVo during construction.• Handled all phases of shipping & receiving. Including international documents.

• Overall functional authority for all activities attributed to decommissioning, within the limits set by the Business Manager.• Lead on functional responsibility for Company decommissioning.• Demonstrate safety leadership through positive behavior and actions

Mission Support Specialist (MSS) supported a team of technicians actively piloting autonomous robotic vehicles globally, within an enterprise of a fast growing, dynamic company. Qualified as a Wave Glider operator (pilot-in-charge), mission administrator, and customer service professional reporting to a Wave Glider Operations Center.Additionally, the position provided for customer service call center support for both customers and field operations personnel.

•Provided customer focused reimbursement support to patients, pharmacists, physicians and internal sales force.•Educated, informed, and helped patients and providers to navigate through the reimbursement process for the assigned product.•Identified barriers to reimbursement and continually identified and recommend program efficiencies to the Supervisor to promote high quality of work by Access Solutions staff.•Identified and facilitate referrals to alternative coverage options and financial assistance programs for patients who are under insured or require copy assistance.•Benefits Investigations for complaints and investigations.

• Coordinate webpage maintenance—ensure that new and consistent information (article links, stories, and events) is posted regularly• Manage development, distribution, and maintenance of all print and electronic collateral including, but not limited to, newsletters, brochures, annual report and e-newsletters• Lead the generation of online content that engages audience segments and leads to measurable action. Decide who, where, and when to disseminate.

Successfactors built its Customer Success Organization to create a customer support experience that is as compelling and effective as our solutions. Our customer-focused, innovation-fueled culture produces a support experience that is intuitive and genuinely helpful.On Boarding ProcessProvided required reporting metrics to provide visibility of the customer on-boarding activities and associated issues.Ensured all end customer profiles being managed have been produced correctly according to the agreed customer guidelines.Liaised with the customer on-boarding team, customers and suppliers on any issues relating to issues and information necessary to ensure profiles are set up correctlyFacilitated team development and knowledge-share of best-practice techniques for simplifying and streamlining communication processes. Customer Service:Played a key role in increasing customer satisfaction rates.Handled escalation process for Account Management, Project Planning and Time Management

icix is an industry developed collaborative commerce network that allows businesses to connect and share mission critical information with their trading partners. The icix network is used across a wide range of industries to help businesses collaborate on the many structured and unstructured documents that codify their commercial relationships.•Managed project planning, account management and monitored project base lines and analysis productivity.•Created and maintained web based self-service portals, for suppliers resources for Fortune 500 accounts including Wal-Mart, Sysco and Lowe’s.•Improved customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes

AATCs deliver Apple's official curriculum on Apple hardware, Mac OS X, pro applications and other key Apple technologies. The comprehensive curriculum addresses a broad range of technical proficiencies whether you're a first-time Mac user, an IT or creative professional, or a service technician. The courses are delivered by Apple Certified Trainers who maintain Apple's highest quality standards.Appointed to handle core projects with Worldwide Sales Support & Worldwide Certification Training.• Implemented a metric matrix to review users proficiencies .• Reorganized and clarified FAQ and Knowledge Base on AATC Web site• Developed training curriculum documentation. Spearheaded On-Boarding process for internal and external clients

IMMI, a San Mateo, CA-based mobile-based ad tracking and research firm.The IMMI phone randomly samples 10 seconds of room audio every 30 seconds ¦these sample are uploaded continuously to the IMMI servers. IMMI also tracks all local TV and radio outlets, and then compares mobile-uploaded signatures with the IMMI-monitored TV and radio broadcasts. The mobile phone also receives a signal from an IMMI Bluetooth beacon when the panel member is at home, so the servers can interpret media exposure as out-of-home.• Improved customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.• Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems.• Meet customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.

HP Executive Customer Relations (ECR) is the highest level of mission-critical supportavailable from HP. It is designed to correct any disruption to the personal, financial or market credibility of clients.• Achieved customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; identifying customer service trends; determining system improvements; implementing change.• Determined customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.• Accomplished customer service human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, and counseling employees.