Shae Orman Email & Phone Number

Rincon, Ga, Us

Cameron, Nc, Us

-Help customers better utilize the software by providing best-practice consulting and product training-Investigate and diagnose system issues via research and testing-Identify complex problems and information to develop and evaluate options and implement solutions-Effectively communicate with staff at all levels in an organization-Remain current on and adhere to updated policies and standard operating procedures

-Supervise a team of 25, daily operations, and monitor team performance. Maintain scheduling, time cards, and related reports.-Provide coaching, counseling and training of staff; prepare annual performance evaluations.-Perform quality review on recorded calls.-Meet with each staff member individually to review overall performance.-Conduct team meetings to provide updates and team building activity, and educate and update staff on all new and existing policies and procedures.-Interview and make recommendations for open positions.-Assist in updating and implementing Policies and Procedures.

-Manage a team of 16 analysts over multiple products, schedule coordination, task delegation.-Conduct QA on analyst calls and tickets, conduct root cause analysis on negative client disputes.-Analyze support metrics and KPIs to identify opportunities for improvement; create Action Plans to support growth.

-Manage a cohort of up to 10 analysts across 3 product lines. Foster a positive work environment through meetings.-Assess call and email correspondence for quality assurance among 30 support analysts; analyze metrics for opportunities.-Collaborate with cross-functional teams and leaders to improve processes and streamline workflows.

-Serve as a subject matter expert, collaborating with and providing guidance, training, and mentorship to analysts.-Resolve escalated technical issues promptly and effectively.-Collaborate with cross-functional teams and leaders to implement process improvements.

-Diagnose and resolve end-users’ hardware, software, and network problems via phone, email, and ticketing system.-Collaborate with senior support teams to escalate and resolve complex issues promptly.-Maintain SLAs to ensure speedy resolution for clients.

-Utilize customer support techniques to assist parents with inquiries regarding their children.-Keep a careful eye on the children while ensuring a safe learning environment.-Basic computer work, such as creating educational worksheets, emailing, et cetera.

Largo, Maryland, United States

-Assist students and faculty members with issues within LEO courses, or account related technical difficulties.-Assist students with accessing virtual environments and connecting to VPNs, guiding through command prompts.-Remote into customer computers to reproduce errors.-Document cases within Salesforce.

-Assist customers with user error or system error to submit collision reports.-Document cases and research within Salesforce.-Remote into customer computers to reproduce errors.