Staci Maund Email & Phone Number

Independence, Ohio, United States

Westlake, Ohio, United States

Overall responsible for the US, Canadian and LATAM Healthcare customer care teams in responding to customer assistance requests, including execution of strategy, performance, and measuring results. Coaching and mentoring leaders of our Customer Care team of empathetic, motivated problem-solvers who are focused on ensuring our customers and partners have a great experience with Hyland. Collaborating with teams across our global company, including Sales, Services, and Technical Support, to deliver positive outcomes, improve processes, and contributing to the continuous evolution of our growing Customer Success organization.

Westlake, Ohio, United States

Leading a team of empathetic, motivated problem-solvers focused on ensuring our customers and partners have a great experience with Hyland. Collaborating with teams across our global company, including Sales, Services, and Technical Support, to deliver positive outcomes, improve processes, and contribute to the continuous evolution of our growing Customer Success organization.

Westlake, Oh

Responsible for the overall performance of the Customer Success team in responding to customer requests for assistance escalating, coordinating and collaborating on support cases; providing clarification and assistance with Technical support policies and procedures and navigating Hyland's ecosystem. Train, mentor, coach and provide feedback to all Customer Success Advisors within the Customer Success Team.

Cleveland/Akron, Ohio Area

Responsible for the overall performance of the Partner Support teams in the Technical Support department in responding to partner and customer requests for technical assistance with their OnBase solution. Developing productive, professional work relationships with appropriate members of partner companies, and foster a community of OnBase professionals within partner organizations in the United States and Canada.

Leader of a team of Technical Support Associate Analysts and Analysts who support our Insurance customers and Channel Partners. Training, mentoring, coaching and providing feedback to individual team members. Act as the Technical Support internal second-line support, assisting analysts with issues and escalation when necessary.

Responsible for training, mentoring, coaching, and providing feedback to all team members within the Technical Support Department. In addition, Acted as the second-line support, assisting analysts with issues and escalating them when necessary. Maintained a high level of customer service by building and maintaining strong relationships with our customers and partners. Identified opportunities for process improvement and implemented changes to increase efficiency and effectiveness. Developed leadership skills, technical expertise, and a strong commitment to providing exceptional customer service

Responsible for providing technical support to customers using the OnBase system. Fielded and resolved a variety of technical issues by utilizing internal OnBase systems and troubleshooting utilities. Maintained close communication with multiple departments to ensure that issues were resolved quickly and efficiently while taking ownership of each problem. Proficient in documentation and independent problem-solving, working efficiently and accurately, building strong relationships with customers and partners. Developed strong technical troubleshooting skills, effective communication skills, and a commitment to providing exceptional customer service.

Built, configured, upgraded, and maintained the company-wide computer and phone system, ensuring optimal functionality and performance. Configured and maintained various peripheral devices such as printers, micro-film, and microfiche readers. Evaluated and organized company training of Microsoft office, ensuring that employees have the necessary skills to maximize the potential of the software. Developed the MIS help desk form, which simplified the process for employees to request assistance, while also allowing the MIS staff to efficiently understand the issue and resolve it promptly.

EDI Software Company

Associates Degree, Interior Design

Studied Interior Design

Education record