Will Tinder Email & Phone Number

St. Louis City County, Missouri, United States

Creatively solved customer requests for custom code and software. Accurately scoped custom requests then constructed Statements of Work which clarified customer need and outlined potential risks to custom work changes. Communicated technical details in a clear and concise manner to ensure customer understanding of the work to be done, and addressed custom questions on technical problems.Advised clients on best practices and served as a partner of trust on whether custom software solutions versus workflow changes would best address client solution needs.Created timelines and outlined resources required for custom work to ensure project managers and resource management have a clear picture of the request to make resource allocation decisions.Aligned customer requests with development through creating and maintaining functional specification documents that clearly outlined client needs and custom software updates and modifications to be performed by development to meet those needs.Assist technical support teams in providing post-go-live support to client custom software development.

Greater St. Louis Area

Creatively solved customer requests for custom code and software. Accurately scoped custom requests then constructed Statements of Work which clarified customer need and outlined potential risks to custom work changes. Communicated technical details in a clear and concise manner to ensure customer understanding of the work to be done, and addressed custom questions on technical problems. Created timelines and outlined resources required for custom work to ensure project managers and resource management have a clear picture of the request to make resource allocation decisions.Followed through with customer requests by creating functional specifications, to align custom requests with development needs and availability. Ensured the customer understood the details of the work that was to be performed, and developers clearly understood the customer's needs.

Clayton, Mo

Supervised and managed analyst performance, using root cause analyst to identify and coach best practice behavior for maximum results. Managed analyst payroll, and coached analyst behavior to reach adherence, customer satisfaction, and productivity goals to generate the best customer experience.Contributed to discussions on company policy and internal processes, using data deep dives to identify and enact efficiency enhancements. Developed and deployed reporting features to improve data access for management to improve efficiencies. Created new initiatives to address analyst concerns and feedback, as well as promote company morale.

Greater St. Louis Area

Supervised and managed team performance, and coached analysts to meet company and customer expectations. Also, analyzed data and analyst habits and behaviors to determine coaching points to maximize productivity as well as the customer experience. Afterward, effectively delivered coaching points to further analyst career progression and development.Additionally, reviewed escalated issues and situations on the behalf of analysts and clients. Then, confidently and effectively communicated product expectations to clients in challenging situations, and assessed client business needs and goals to arrive at mutually beneficial arrangements to meet those goals.

Clayton, Mo

Served as front-line technical support for the MaxHire Applicant Tracking System, a subsidiary of Bullhorn, Inc. Managed customer service situations, including educating customers about the product, troubleshooting product issues, and setting appropriate customer expectations within policy. Additionally performed testing within both test and live environments, as well as retrieving and managing customer data within SQL database itself.

Convergys Arnold, Mo

Created and facilitated adult learning modules for the AT&T Retention Agent Training Program and AT&T Android Advanced Support Training Program. Developed agent phone behaviors, as well as knowledge of systems including Clarify and Telegence. Coached agent performance during their first calls, and managed agent, meeting their needs and teaching them work-life skills, during their first six to eight weeks of employment.

Master Of Arts (M.A.), History

Bachelor Of Arts (B.A.), History

At Iowa State University I obtained a Bachelors in History, with minors in Political Science and Russian Studies.