Stephen Tuttle Email & Phone Number

Philadelphia, Pennsylvania, United States

Migrated users/organizations from a legacy platform to J.P. Morgan internal system.Worked with various teams within J.P. Morgan to accomplish the migration over a period of 1.5 years. Completed the project three months ahead of schedule with minimal client impact.Duties include meeting with internal teams and clients. Assisting clients with user login and navigating the new UI. Managing file testing from the new system.

Managed a team of 2 to 5 members who were tasked with implementing and supporting Encoda software. Acted as a liaison between clients and senior management to resolve support and implementation issues. Provided live support through support tickets, live chat, and telephone. Provided training, knowledge exchange, mentoring and conflict resolution. Tracked the performance of each team member and conducted annual performance reviews.

• Respond to customer product inquiries via telephone or in written internet-based email or chat sessions.• Respond quickly to requests for assistance in specialty areas via all standard channels. Assistance includes in-depth troubleshooting, creation of custom solutions, documenting software defects, and providing instruction to the customer. Work performed is fully documented.• Resolve customer concerns raised during installation, operation, maintenance or product application or compatibility matters. Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities.• Author and approve knowledge articles, which are utilized by customers and internal staff to resolve problems that have been previously solved by the support organization.• Document customer information and recurring technical issues to support product quality programs and product development.• Appropriately manage and handle support cases. This includes phone etiquette, proper documentation, fully managed case SLAs and alignment with team performance expectations.• Work directly on issues at manager's direction which are suited for the skillset or to provide elasticity to coworkers when needed.• Assist lower level team members with product questions; serve as a department source of contact in lieu of management.• Address significant escalations at the direction of a manager.

Horsham, Pennsylvania

• Oversee the daily activities of assigned teams to ensure that Customer Services calls are addressed in a timely manner including hiring, training and management of Customer Service staff.• Assess project based issues, develops resolutions and carries out resolution to meet productivity, quality and client satisfaction goals.• Organize assigned Team's workflow processes (phones answers, client communications, management reporting) to accomplish the client and departmental goals.• Serve as the contact person for physician practices for billing questions and computer system questions and problems. Serve as liaison to software vendors for both physician practices and billing office.• Communicate with management regarding any problems or significant changes in accounts for the physician practices.• Prepare and send monthly financial reports to appropriate management.• Hire new employee and completes all Human Resources paperwork.• Assure training of all assigned employees on departmental and organizational policies and procedures.• Develop direct reports by teaching relevant skills and organizing job duties to provide challenges and job satisfaction.• Manage employee performance tasks (setting goals, career development, observing and giving daily feedback, addressing performance issues, annual performance reviews, terminating employees, etc.)• Lead assigned Team to participate in the accomplishment of NextGen's organizational objectives and to meet client satisfaction goals.• Maintains positive working relationships with internal and external customers by providing superior customer services

Horsham, Pennsylvania

• Provide outstanding, efficient, accurate and friendly service• Ensure that team members respond to all support tickets in less than 2 hours by telephone.• Ensure that team members maintain average ticket resolution less than 2 days.• Ensure that team members manage their call queues and follow-up on tickets in a timely manner• Ensure that team members resolve and close all tickets with client’s approval• Ensure that team members maintain 98% good/excellent client satisfaction surveys• Identify software defects for submission to developers.• Ensure that team members clearly document all support tickets and resolutions in Support Magic.• Ensure that team members are recommending articles for publishing in the NextGen Knowledge Exchange• Meet and/or exceed all client support goals set by Senior Management• Ensure that team members are honoring all contractual commitments relating to Support, including and call back commitments are met• Assist CSA's to improve Resolution and Response time.• Mentor CSA's as needed (especially the new hires)• Keep team aware of "new issues" to help escalate the closure of support tickets.• Identify recurring support problems and make recommendations to Supervisor for correcting• Communicate any concerns to Management.• Be the back-up point of contact for all Project Managers and Trainers• Continue to resolve and close tickets whenever time permits (focusing on queues with higher ticket counts)• Routinely assist Management in the escalation process of all support calls that need to be transferred to product development.• Routinely assist Manager with questions from the CSA's• Provide additional training to new analysts, over and above E-learning and formal product training.

Horsham, Pa

• Use independent judgment to address and resolve medical application issues. • Use technical skill to resolve complex issues with customer’s database, software applications, technical configurations, etc. • Exercise discretion and independent thinking to make recommendations and advise customers regarding the use of their software. • Respond to all support issues in less than 2 hrs by telephone and maintain average resolution time of less than 2 days. Resolve and close all tickets with customer’s approval. • Manage call queue and make sure follow-ups are timely • Analyze and independently identify often complex problems within the software, a customer’s data, the knowledge-base or operating system. • Exercise independent judgment to determine the appropriate course of action to be taken based on the analysis performed and all possible solutions. • Take the appropriate course of action critical to the customer’s operation of the software or system in order to remedy problems and issues identified. Such courses of action may include further analysis and/or repair of customer database corruptions, SQL errors and/or customer performance issues. • Use discretion and determine independently whether or not a customer requires training on the use of the software and determine if such training is billable or not even if it exceeds the company’s time guidelines. • Document all analysis and actions for all Support calls. This data is used by management to determine resource requirements and allocations, software enhancements necessary, customer training curriculum and other factors critical to company’s operation. • Provide consulting advice to customers and management. • Provide input to short term plans, i.e. action plans to resolve major customer problems. • Represent the company in handling customer complaints, resolving grievances, etc.