Thaddeus Dennis Email & Phone Number

Guided a team of 6 employees dedicated to a support contract with a brokerage firm that generates between 5-7 million annually.Delegate individual account management based on client complexity, team workload, and appropriate skill sets.Deliver reporting metrics to Senior Management (internal and external) to identify any trends in the system and where improvements can be implemented.Run a weekly team session for associates to bring lessons learned, deliver new training techniques, and collaborate on any open issues.Set up training with external departments based on knowledge gaps within our own team.Handle escalations directly with customer leadership to troubleshoot, research, and resolve questions/issues within the product platform.Reviewing data trends to help drive customer improvements leading to an 140% improvement in customer NPS scores from previous year (-62.5 in 2021 to +25 in 2022).Build, test, and consult over 20+ carrier files for new and existing clients in a timely and effective manner.Utilized 834, iMax, and 5010 file types for integration of carrier files within our system that best fit the clients needs.Working closely with the engineering team to identify and recognize opportunities to resolve problems related to EDI transactions.Acted effectively as point-of-contact on status of EDI transactions from internal and external teams thus decreasing file related issue turn-around time by 46%.

Worked closely with account managers to resolve general client issues.Trained Global Resource team of the business unit on processes and workflow.Managed overall queue by assigning cases to resources based on skill sets and ensuring support was delivered in a timely manner

The support specialist for 40+ accounts collaborating with the customer counterpart to prioritize support cases.Effectively manage internal queue and prioritize cases based on situation.Serve as the Subject Matter Expert for the business unit on all Electronic Data Interchange related queries.Train associates on the product platform and conduct specific Electronic Data Interchange training to the entire business unit.Develop road-map planning for clients based on their needs paired with platform/configuration expertise.

Managed the front desk, handled transactions, and ran everyday operations as a managerMaintained professional relationships with clients, collected client information, and maintained client recordsProfessionally consulted clients to their specific product needsAttracted prospects by marketing to local businesses