William Willcoxson Email & Phone Number

Tucson, Arizona, United States

IT Liaison between the SinfoniaRx business unit and corporate IT:*Managed Server Stack for the business unit (patching and modifications)*Managed SFTP server for the business unit*Resolved incidents impacting the business unitCorporate Software Liasion managing a suite of corporate (not clinical) applications in the business, ensuring maintenance, support and integration

Tucson, Arizona, United States

Manage day to day operations of 15 Contingent Workers who support domain experts with their Intuit applications.●QA Team Performance, Train and Onboard new hires, Draft and Edit KB articles, Function as a Tier 2 support for the team

Tucson, Arizona, United States

Improving Tax and Accounting Expert system tools experience to increase employee engagement●Investigated system and tool issues that frontline helpdesk could not resolve. Determined team responsible for resolution, logged and tracked issues, collaborated to drive resolution

Tucson, Arizona Area

Improve Support organization's customer engagement & increase productivity●Revamped customer net promoter survey to report more actionable customer insights into support organization performance.●Launched QA tools and process integrating with Zendesk allowing 1 QA representative to review 200 cases per week, providing agent scorecard and goals producing 5% improvement in perfect scores.●Increased knowledge base content by twice the amount including step by step issue resolution resulting in increased individual and team productivity.

Tucson, Arizona Area

Increase Profitability and Customer Satisfaction by simplifying business process, increase workflow automation and improve reporting●Develop and maintain detailed understanding of business processes, applications, and customer needs to suggest technology solutions and communicate business concepts in non-technical manner.●Simplify user forms, improve system performance, and reduce data entry needs to speed up front line efficiency and reduce project re-work●Develop real-time project reporting to show project performance and profitability at each stage in the project pipeline●Build and maintain relationships with key business, IT stakeholders, and team members involved in projects, promoting a constructive, positive team environment.

Tucson, Arizona Area

Delivered effective and relevant curriculum standards, creating asynchronous and synchronous instruction designed for a distributed learning environment. ●Designed and delivered customized sales systems productivity training to deliver 8 pt. increase in employee satisfaction net promoter score.●Shortened the speed to proficiency by 2 weeks by redesigning 80 hours customer service new hire training for high value accountant segment, moving to 70% hands on curriculum delivery.●Designed, developed, and delivered onboarding and new hire training for onboarding onto Salesforce.com (CRM) and ININ (Softphone/Chat). ●Designed curricula for 10 different jobs roles and develop 18 hours of content for classroom, virtual, and self-paced learning. ●Built simulations for hands-on training and final assessments using Articulate Storyline and Adobe Captivate, delivering training to over 400 sales and service agents.

Tucson, Arizona Area

Partnered with leadership to prioritize areas of opportunity to drive growth and improve customer retention. Led and executed analytics problems end-to-end, translating complex business requirements into a roadmap with key milestones and deliverables. ●Migrated 650K client firms and a $250M ProAdvisor Program to the new platform.●Led teams in complex analytical initiatives, developing tracking, combining data from multiple sources to extract meaning, and identifying logical path for action.

Tucson, Arizona Area

Collaborated with business development to identify and engage key strategic relationships. Worked with product marketing to ensure features and products were successfully launched. Partner program grew 43% during my tenure●Managed delivery of partner program benefits for 55k accountants and bookkeepers including benefits in software, technical support, online training and certification, member website and customer referral website.●Redesigned e-learning integration, web UI, and learning content to deliver a “best in class” online certification experience and reduced cycle times of launches by 60% and delivery costs by 30%●Migrated customer base to auto-renewal, eliminating thousands of renewal phone calls, and increasing retention by 20%●Drove the creation of new reporting tools to provide customer and renewal dashboards to our marketing and communication teams. Moved from weekly “list pulls” to an operational Business Objects universe that allowed on demand reporting.●Launched ratings system that increased lead generation for our partner members. Additional customer experience work in year 2, generated 100% year over year improvements in the # of client ratings and # of participating members●Partnered with cross-functional team to successfully eliminate or significantly reduce the call volume to our customer service partners, showing 66% YOY reduction in non-value add call volume

Tucson, Arizona Area

Partnered with multiple teams to propose, plan, design, implement and support infrastructure improvements regarding the sale, servicing, and renewal of Intuit's Small Business division service offerings. ●Integrated changes to our product licensing model, CRM (Siebel) and ERP (Oracle 11i), to support tiered offerings with QuickBooks Payroll that enabled 150% customer growth in the next year.●Renewal Improvements – Elimination of product, payment, application, data, and integration defects that increased retention rates by 5% on our Payroll & Support offerings

Tucson, Arizona Area

QA Lead for the telesales/tech support call center Siebel applications for Intuit. Worked on extensive customizations and integrations into the Siebel call center application.

Greater Chicago Area

Delivered onboarding and ongoing Sales mentoring to New Hires during their first six months while continuing to generate leads, cultivate opportunities, close sales, maintain/support clients, and expand client base using customer referrals and testimonials