Wendy Mcnaughton Email & Phone Number

Boston, Ma, Us

Manchester, New Hampshire, United States

In this role I held responsibility for managing the Americas remote Tier-1 and Tier-2 technical support team for wide and grand format printers, providing excellent after-hours support for the EMEA region which additionally involved managing costs within the Annual Operating Plan (AOP) consistently focusing on budget, understanding resource needs, and mitigating risks.Key Highlights:• Co-developed "Re-seller Operation Model" that created transparency of procedures and expectations when enrolling new re-sellers and more effective onboarding process• Achieved promoter level NPS scores by identifying resolutions for customers technical issues • Created better customer relationships by achieving 90% call response in under 2 hours, and 25% higher resolution rates• Acted as a Super-User and SME co-developing and executing the delivery of a new client onboarding training, resulting in a more positive client service experience• Hired Field Service Technicians to be a permanent part of the Tier-2 team, increasing headcount by 350%• Successfully created revenue streams of more than $150K within a typically non-revenue generating department by offering paid phone support to non-SLA customers, operator training programs, and SLA renewals• Liaised with Warehouse and Customer Success Directors, to implement the process of resolving 4 months of backlogged backordered parts• Established an improved process to implement new RFID chips on customer's replacement ink bottles

Manchester, New Hampshire, United States

During this time I managed and motivated a team of staff in the newly established call center, developing and implementing department SOP for cohesion of processes and ensuring adherence to all company policies and procedures.Key Highlights:• Awarded 2019 MVP Service Department and multiple monthly "SPRINTer" awards for outstanding response and customer support• Acted as user liaison and SME in testing and implementation of Salesforce Lightning, creating an improved change journey for end users transitioning from Salesforce Classic

New England

As Account Manager I was responsible for creating appropriate solutions for each fleet's needs to aid in adhesion of federal transportation rules and providing education to clients on new federal regulations and products, ensuring clients were aware of tools available for best practices to stay within regulations.

Plymouth, Nh

 Increased SaaS adoption within medium to large clients, including FedEx Ground Carriers, Clean Harbors, JP Morgan Chase, Jones Lang Lasselle, and Colliers international Acted as Subject Matter Expert in the custom design and product testing processes to ensure the smooth transition of new client launches Achieved top software sales four consecutive years by building transparent and trusted relationships Held responsibility for converting internal manual reports to automated tools, achieving time savings as well as increased information quality Oversaw the conversion of CRM platform from Salesforce to Zoho by testing data integrity and training users on the new platform

Moultonborough, New Hampshire, United States

Coordinate Electrical components & Software installation of Water and Wastewater treatment facilities. Liaison between municipalities, Vendors & installation staff.

Greater Atlanta Area

Guide owner builders during their home construction projects.

Jefferson, Ga

Lawrenceville,Ga

Duluth, Ga

Marketing for 18 regional Home & Gift stores. Responsible for opening 10 seasonal temporary stores.

Norcross, Ga

Norcross,Ga

Greater Atlanta Area

Retail and Technology manager