Sharmane Scott Email & Phone Number

Charlotte, Nc, Us

Remote

- Manage a team of 15-18 specialists. - Multi-task daily to guarantee multiple initiatives are updated or completed to meet the provided timeline by utilizing Asana and Jira. - Collaborate and define OKR's within the department to ensure they are aligned with the vision of the business. - Collaborate with cross-functional stakeholders to determine pain points and define updated processes based off of analytics. - Support new client launches while partnering closely with multiple departments in the organization to provide real time feedback and data. - Serve as an subject matter expert for Service Excellence. - Perform daily system monitoring via Assembled and Salesforce to ensure performance SLA and adherence are meeting or exceeding the goal set for the day. - Consistently drive team performance by utilizing Looker and Salesforce reporting to ensure KPI's are being reached. - Partner with real time analysts to understand staffing projections as well as expected volume for upcoming quarters. - Proactively engage in Change Management conversations to provide visibility into current and future changes while sharing common strategies.- Possess the ability to explain the “Why” behind internal department changes. - Partner with specialists to determine knowledge gaps and manually create resources to produce alignment across teams. - Partner with recruiting to update candidate profile requirements for ongoing hiring classes. - Organize and create timelines for additional training sessions and partner with the training team to ensure efficiency. - Created metric and behavioral trackers to hold all specialists accountable throughout each review cycle. - Created a framework to measure success for Senior Support Specialist.

Edison, New Jersey, United States

• Manage a call center that includes 14 Technicians.• Ensure all open support tickets are responded to and resolved within SLA.• Perform daily system monitoring and analyzing key metrics.• Identify recurring issues and document those issues into the Problem Management dashboard.• Responsible for employee performance evaluations, training, scheduling, and hiring• Administrator for Zendesk and Confluence. • Provide internal and external users with updates that will be featured in new releases. • Create internal protocols to ensure SOP is being properly followed. • Follow internal auditing process for client tickets and phone communications monthly. • Organized policies that contribute to positive customer satisfaction.• Follow-up with clients who enter negative feedback regarding service or the product.Knowledgeable in the following Systems - Jira, 8x8, LogMeIn, TrendMicro, Kaseya, Bomgar, Zendesk, Citrix Receiver, Slack, Salesforce, and Confluence.

Edison, New Jersey, United States

• Troubleshoot application issues within the Workplace SaaS platform.• Answered 30+ calls a day in addition to receiving Help Desk tickets.• Used Zendesk to receive and respond to tickets.• Assisted in troubleshooting local issues for our clients who had Remote Management Monitoring (RMM). • Troubleshoot issues within Office365.• Knowledgeable in Troubleshooting Windows 7, Windows 10, and MacOS machines. • Fluent in Microsoft Office including Outlook, Word, and Excel. • Troubleshoot Citrix Receiver issues. • Update client documentation as requested.

Holmdel, New Jersey

• Identify product problems and strengths and collected data on customer experience weekly.• Count and balance 3 cashier drawers on a daily basis. • Greet customers promptly and responded to questions regarding over 250 products and plants.• Build and maintain productive relationships with over 15 employees.

United States

• Greeted over 75 customers daily and responded to questions with knowledgeable service. • Updated database with customer and sales information for 2 different stores.• Maintained productive relationships with over 200 customers through exceptional follow-up after sales.• Inputted information into Excel to keep track of weekly shipments and monthly goals.• Assigned duties to 3 other employees each shift to make sure daily tasks got done.

Bachelor Of Science - Bs, Computer/Information Technology Administration And Management, 3.5

Anisfield School of Business- AACSB Accredited

Computer Science