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.
• 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.

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.
• 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.
• 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)

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.
• 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.
• 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.

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.

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.