Todd Nappen Email & Phone Number

Kirkland, Wa, Us

Redmond, Washington, United States

Manager of Customer Success - Team Size: 3Oversee a Team of 3 that provides: - Training to all new customers to ensure a smooth transition using our credit card processing services and financing options.- Serve as a bridge between Sales, Technical Support, and the client.- Resolve backend account configuration issues with banking and card processing partners.- Assist clients in reconciling their merchant statements.- Partner with current clients to advise on the optimal services that align with their business requirements.Manager of Account Onboarding (Implementations) - Team Size: 5- Lead the onboarding and setup process for new clients.- Implement and manage installation appointment scheduling software, overseeing over 3,500 appointments per year.- Develop and maintain documentation for implementation processes and procedures.- Provide upper management with installation statistics.- Coordinate with clients to ensure the efficient and successful delivery of services.- Develop and maintain internal automation workflows within Microsoft Dynamics CRM.

Redmond, Wa

- Oversee the onboarding and setup of all new customers.- Implement & manage installation appointment scheduling software, handling over 3,500 appointments annually.- Create and or maintain implementation process and procedure documentation - Track and provide installation stats to upper Management group- Coordinate with clients to ensure successfully and efficient delivery of our provided services.- Create and maintain internal automation workflows within Microsoft Dynamic CRM

Redmond, Wa

- Manage & train support staff; aide staff to troubleshoot complex customer issues related to our online Credit Card ACH Payment Processing System or Virtual Terminal (Merchant Partners). - Manage and create knowledge base article - Fine tune procedures and policies regarding various task - Handle Private Label Gateway & Reseller related gateway integration support requests. - Manage SSL Certificate renewals. - Manage support staff schedules. - Oversee all hiring of new support employees. - Track and submit software and or system enhancement requests*Recent Successes: - Developed an online scheduling system to manage our client side software installations. This has increased the number of completed installation appointments by 109%, while only increasing Support group by 33% over the last 12 months. - Implemented a tracking system to help increase how quickly we get new clients to activate by over 50% - Adjusted Support group staffing schedules to decrease incoming call abandon rate from to 18% down to 5%

Redmond, Wa

- Supervise and train technical support staff of 8; aide staff to troubleshoot complex customer issues. - Manage support staff schedules - Handle escalated issues. - Create weekly customer satisfaction reports and support phone/email usage statics. - Oversee all hiring of new support employees - Implementing and management of local marketing services with Google Local Business Center, Yahoo Local, and Localeze.

Redmond, Wa

- Implement local marketing services for new customers - Implement XML Sitemap Submissions and verification with Google, Yahoo, and Ask search engines - Implement analytical services such as Google Analytics and Site Catalyst - Manage Domain transfers and renewals for over 6000 domains

Redmond, Wa

- Provide basic phone and or email support dealing with website hosting, POP3 email, eCommerce, and credit card processing. - Update customer's websites with new content

Bothell, Wa

San Francisco, Ca

- Reply and answer all incoming Tier 1 Support tickets via email and using Helpspot CRM. - Provide assistance to customers using our Website management software (site editor) as well troubleshoot any related domain dns related issues. - Assist in setting up Google App (email) accounts with clients.

Redmond, Wa

- Prepare fields and gyms for upcoming events - Watching over and maintaining a safe environment for all participants

It Technical Support (Not Completed), Information Technology

I.T. Tech Support

Education record

Activities and Societies: Football