Wendy Lebel Email & Phone Number

Boston, Ma, Us

Manchester, New Hampshire, United States

Manchester, New Hampshire, United States

Waltham, Ma

• Generated between $75-$100K in revenue yearly by presenting customization opportunities for the software to the customers.• Maintained 97% contract renewals for accounts under my management.• Achieved greater than 85% customer satisfaction rating quarterly.• Successfully reduced the new call volume to Support by 75% for new customers by educating them on the best practices for working with Support.Reported to Director of Customer Service Managers located in Spain. Advocated for the customer with, Technical Support, Sales, Development, and other internal departments prior to, during, and after customer onboarding. Participated regularly in meetings with customers to review reported issues, escalations, and future enhancements. Provided presentations to customers, from their end users to upper management, on best practices of working with Support. Collected detailed customer requirements for requested product modifications and clearly documented them for the Professional Services department. Followed up on quarterly customer surveys and presented results to management.

Waltham, Ma

• Calculated and provided required metrics to management and accounting to ensure customers were billed on time and accurately 100% of the time.• Achieved 95% employee satisfaction with the On-Call scheduling through record keeping ensuring fair holiday coverage.• Achieved greater than 90% customer satisfaction by communicating regularly to set priorities, discuss new releases, and potential future enhancements.• Helped build a procedure repository that reduced a senior support representative’s time spent to train new employees greater than 50% by having them use the documented procedures to resolve repetitive tasks.Reported to Director of Global Support. Managed globally located employees as well as actively worked customer reported issues. Trained new domestic and global employees mainly using remote communication methods. Participated in customer meetings for critical issues to determine root cause and presented options for preventative measures. Authored repetitive tasks in detail in a Support repository for use by all Support personnel to follow and complete on hosted and licensed customers’ systems.

Waltham, Ma

• Coordinated with customers and support team to guarantee that the bill closes were actively worked and accurately completed 100% within the terms of the contractual SLA agreements.• Consistently contributed to the Solutions Database allowing customers to search for solutions prior to opening new support cases, accomplishing a 40% reduction in new calls.• Encouraged employees to seek training to allow them to improve their competencies for growth in the company.Reported to Director of Global Support. Managed globally located employees as well as actively worked customer reported issues. Trained new employees mainly using remote communication methods. Attended customer meetings for critical issues to determine root cause and presented options for preventative measures. Produced customer health reports to be presented at quarterly management meetings.

Waltham, Ma

• Proactively reported all critical issues to management ensuring they were prepared for any potential calls from customers.• Set up monthly lunch meetings having a support representative educate everyone on a new area of the product being released so others on the team can become experts.• Maintained very high customer satisfaction scores contributing to a greater than 95% customer retention rate.Supervised, motivated and coached a team providing 24/7 support to customers in multiple geographies and time zones. Managed team members in the US, London, UK and India.

Waltham, Ma

• Ensured 100% monthly system maintenance performed on hosted systems by creating calendar tasks for the team. • Responded to all priority 1 and 2 calls within 30 minutes ensuring team metrics were satisfied.• Ensured all long running tasks and closes were handed to next shift with all known issues and expectations for continued monitoring ensuring SLA requirements for processing closes were met.• Analyzed and resolved customer reported and internally identified system and data issues. • • • Regularly performed system maintenance for hosted customers. • Generated reports for customers when requested.