Wayne Daley Email & Phone Number

United States

United States

Leveraging 20+ years of experience working with SaaS serving accountants and other professional service providers to implement solutions that improve efficiency and productivity, I work to ensure our existing customers have the best brand experience possible. My goal is to support the growth of our company by keeping our valued customers happy and loyal. In doing so, I aid in minimizing the chances of customers leaving and help our business thrive!Recurring Activities and Focus for successful team building:• Proactively seek opportunities to inform Customer Support team members of workflow improvements.• Monitor active customer escalations and provide updates to support team, internal engineers, and third party integration technology partners.• Product Expert providing Customer Experience insights to PMs and other stakeholders.• Responsible for product Help Library, creating new content as features are released as well as updates to existing resources.• Review complex customer issues and provide valuable insight to Customer Support team regarding experiences that can’t be reproduced.• Develop and conduct product and feature training to the Customer Support team.• Promote a culture of learning and development within the Customer Advocacy team.• Determine 'Best Practice' procedures on new assignments and coordinate activities of other personnel.Cultivate delightful customer interactions to maintain a World Class Customer Support experience:• Build strong customer rapport through intentional listening.• Enhance customer loyalty by validating ad supporting customer feature requests.• Develop and streamline personalized customer experiences based on current customer workflow.• Maximize customer engagement through value add 'best practice' advice during support contacts.• Ensure customer satisfaction through prioritized issue resolution.• Emphasize a balanced customer-first approach by demonstrating an eagerness to help the customer.

Tucson, Arizona Area

The supportability team's main responsibility involves collaborating closely with engineers and product teams to address intricate issues that go beyond initial resolution attempts. Whenever problems are escalated to the supportability team, they meticulously examine and replicate them in a controlled test environment. In cases where the supportability team faces challenges in reproducing the issue, it becomes crucial to effectively communicate the precise information required to validate the problem to the front line team or the engineering/product team responsible for that specific feature or function.• Online Banking, Subject Matter Expert, responsible to verify reported customer issues. • Improve first call resolution through internal resources.• Provide feedback to product teams regarding undetected trends.• Peer to Peer mentoring to Customer Service team to improve customer experience.

Tucson, Arizona, United States

Reports directly to the Customer Support Manager for the National Accounts Team. Daily activities include delivering training and constructive feedback to the team, providing support to individuals to ensure the achievement of team objectives, and contributing to performance evaluations for each member. Additionally, this position acts as the designated "Single Point of Contact" for support requests forwarded by the Product Sales Team, assigning issues to team members according to their impact and severity to determine priority.Plan and facilitate "In The Know" webinar, designed to provide feature updates and collect valuable feedback from Large Firm and High Value accounts through a monthly 60 minute WebEx webinar.• Maintain team data reporting dashboard in Salesforce.• Create reporting for team member contact metrics for review with team manager.• Escalation management by contacting customers at risk to resolve complex issues.• Communicate with Product Managers regarding upcoming feature releases for 'In The know'.• Host monthly webinar series in partnership with marketing and product teams.6 Month Stretch Role - Customer Support Manager - National Accounts (Manager 1)• Create reporting for team contact metrics for Customer Support Manager - Intuit Accountants.• Build relationships within Intuit area leaders to ensure proper communication of customer needs.• Provide feedback to team members in monthly 1:1 to identify areas of potential improvement.• Provide feedback to performance during employee calibration meetings.3 Month Stretch Role - Customer Service and Partner Relationship (Manager 2)• Facilitated Weekly Business Review for 3 Partner sites.• Create reporting for partner site contact metrics for Customer Support Manager - Intuit Accountants.• Build relationships within partner site leaders to ensure proper staffing for maintaining service levels.• Provide feedback to partner site leadership teams to encourage performance improvement.

Tucson, Arizona, United States

A highly skilled team of experienced agents is dedicated to offering support to Intuit Large Firm and High Value customers, addressing a wide array of issues related to QuickBooks Desktop and QuickBooks Online. Their expertise spans from handling fundamental "How do I" queries to tackling complex challenges in areas such as accounting, inventory, payroll, tax filing, invoicing, bank account tracking and reconciliation, expense management, budgeting, payment processing, and managing accounts receivable and accounts payable.• Created internal tracking tool for National Accounts team using MS OneNote• Internal and external customer support for all supported versions of QuickBooks.• Update and maintain content provided through support help articles.• Resolve complex Data Escalations / Data Repair issues needed.• Draft technical articles for both internal and external Knowledgebase portals.

Tucson, Arizona, United States

The role of Customer Support Specialist entails assisting both QuickBooks Desktop and QuickBooks Online customers with a broad spectrum of needs, spanning from basic "How do I" inquiries to intricate challenges involving accounting, inventory, payroll, tax filing, invoicing, bank account tracking and reconciliation, expense management, budgeting, payment processing, as well as accounts receivable and accounts payable management.• Internal and external customer support for all supported versions of QuickBooks.• Update and maintain content provided through support help articles.• Review Data Escalations and/or complex data repair issues as assigned or requested.• Identified appropriate processes changes needed to assist agent performance.• Draft technical articles for both internal and external Knowledgebase portals.• Customer Support services provided at QuickBooks Connect and Karbon Road Show events.

Tucson, Arizona, United States

• Resolve a wide range of complex customer issues encountered during the implementation or normal use of Sage Master Builder software.• Create technical articles for both internal and external Knowledgebase portals.• Review/Edit/Publish technical articles authored by others and submitted to the internal and external Knowledgebase portals.• Review technical articles for archiving based on accuracy and relevance to current product.

Master Builder Construction Software - Version 10 through Version 11• Internal and external customer support for Intuit Master Builder software.• Designed and implemented database for the collection of survey data of Technical Assistance Group contacts.• Updated and maintained the TAG survey tool and related HTML forms for TAG Agents.• Resolved Data Escalations and/or complex data repair issues as assigned or requested.• Provided Peer to Peer coaching in order to improve areas of technical expertise.• Identified appropriate processes changes needed to assist agent performance.• Published technical articles for both internal and external Knowledgebase portals.• Nominated for Operating Values Award for “Do Right By All Our Customers”.

Master Builder Construction Software - Version 7 through 10Resolve a wide range of complex customer issues encountered during the implementation or normal use of Intuit Master Builder construction software.

Quickbooks Accounting Software - Version 2001 through Version 2002Resolve a wide range of complex customer issues encountered during the implementation or normal use of Quickbooks software.

Security Manager / Door Staff Supervisor• Trained and managed a staff of 12 security personnel for Game Day, including ball park and parking lot security.

Security Manager / Door Staff Supervisor• Trained and managed a staff of 5 security personnel for night club and parking lot security.

Security Manager / Door Staff Supervisor• Trained and managed a staff of 9 security personnel for night club and parking lot security.

Customer support for Windows 98; Windows ME, Windows Media Player and Internet Explorer.

Software Support for TurboTax 1999

Westlake Village, California

Maintain electronic document database of confidential evidence and client information

Business Administration And Management, General

Education record

Spanish

Art/Art Studies, General

Activities and Societies: Musical Production and Stage Crew.