Steve Loori Email & Phone Number

New York, Ny, Us

Previously Achieve3000, acquired 11/1/2021.Oversee the Roster Services Team and the successful roster integrations of thousands of schools from diverse districts to allow millions of students access to our product suite. Develop the leadership skills of two technical leads and one supervisor with direct reports. Build and maintain relationships with external vendors and with key internal stakeholders. Work with internal teams to utilize temporary external employees for our busiest season. Expand team’s ability to provide service to customers in newly acquired software products. Serve as point of escalation for the service concerns from school districts of all sizes. Integrate support methodology of different service teams. Optimize internal processes, specifically by building efficiencies within Salesforce.

Holmdel, New Jersey, Us

Motivate and lead a team of up to 15 direct reports who service the technical needs of our enterprise client base. Serve as point of escalation for the service concerns of our largest clients. Oversee and administrate Technical Support instance of Salesforce. Build workforce management reports to create full-time and one-off schedules for the department. Liaison between Technical Support and Account Management, Cloud Ops, and other stakeholders from within the service organization. Develop reports and analyze metrics regarding volume and KPIs for the department. Monitor and coordinate the distribution of calls and tickets to ensure optimal performance and achievement of SLAs. Strategize development plans and career paths to help target growth and increase engagement. Review Salesforce cases and service phone calls for accuracy and quality assurance.

Holmdel, New Jersey, Us

Ensured a fun, dynamic work environment while building and improving process efficiencies within the Technical Support Team to drive Customer Experience Second to None. Monitored and coordinated the distribution of calls/tickets to ensure optimal performance and achievement of SLAs. Served as a point of escalation for customer and employee requests and concerns. Partnered with Talent team on the acquisition and retention of people resources to fulfill team mission successfully.

Holmdel, New Jersey, Us

Mentored new team members to help them get acclimated to their roles as iCIMS trainers. Taught various classroom style segments to recruiters and iCIMS user administrators through the FastTrack training program. Designed and produced chaptered training videos and Learning Clips for iCIMS products and features using Camtasia Studio, Adobe Captivate, and Audacity. Delivered live webinar trainings of core curriculum courses via WebEx. Worked with business analysts and release management to update training coverage and team documentation in order to encompass new release features and system upgrades. Strategized and built reports to track metrics on Training Team initiatives and performance through WebEx and Clicktools reporting. Reviewed training materials created by fellow team members to ensure that organizational messaging is successfully distributed. Scheduled training initiatives for 2018 and 2019. Built onboarding plan for new training coordinator to encourage Training Team acclimation.

Holmdel, New Jersey, Us

Taught various classroom style segments to recruiters and iCIMS user administrators through the FastTrack training program. Designed and produced chaptered training videos and Learning Clips for iCIMS products and features using Camtasia Studio, Adobe Captivate, and Audacity. Delivered live webinar trainings of core curriculum courses via WebEx. Reviewed training materials created by fellow team members to ensure that organizational messaging was successfully distributed. Scheduled training initiatives for 2016, 2017, and 2018 years. Monitored team inboxes in Outlook and answered questions about training processes, fielded both from customers and from internal sources. Named 2016 iCIMS Adaptability Core Competency Champion.

Holmdel, New Jersey, Us

Designed and produced chaptered training videos for iCIMS Social Distribution. Organized and delivered Internal FastTrack training program to advance system knowledge for internal employees. Crafted and presented custom trainings in classroom and webinar format. Monitored team inboxes in Outlook and answered questions about training processes, fielded both from customers and from internal sources. Named 2016 iCIMS Adaptability Core Competency Champion.

Holmdel, New Jersey, Us

Maintained the training calendar, assisted in updating the iCARE website, delivered iCIMS standard webinars, oversaw revisions to process documentation, and generated reports on key metrics as they pertained to the Training Team. Monitored team inboxes in Outlook and answered questions about training processes, fielded both from customers and from internal sources.

Taught a variety of classes, including: British Literature, American Literature, World Religions, Church History, Computer Programming, among others. Designed and taught PC Applications course to ensure computer literacy. Prepared lesson plans, developed exams, and worked to accommodate students with Individual Education Plans (IEPs). Coached Girls Varsity Tennis Team and served as assistant coach for Boys Indoor and Outdoor Track. Led clubs including Catholic Athletes for Christ and AV Club. Kairos retreat leader. Acme of Lincroft Teacher of the Month, February 2012.

Richfield, Minnesota, Us

Built customer relationships and developed a diverse skillset as Product Specialist in Media, Digital Imaging, Computers, and Home Theater.

Bachelor'S Degree, Secondary Education And Teaching

Bachelor'S Degree, English Language And Literature, General