Customer Support

Rate, USD
Not specified
Work schedule
Part Time, Temporary,
Language skills
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About me

Thank you for your consideration. I have many years of experience working with customers both in a corporate and direct customer capacity. I have worked within support organizations assisting customers directly, as well as building and managing worldwide follow the sun support teams.
I have more recently been working directly with customers as a business owner, and truly understand the importance or excellent customer support experience. I believe my experience and wide breath of customer handling skills would be a great asset to you your team.
I am a self-starter and have experience working both remote and in a group setting. I have excellent communication skills and enjoy working with my team and customers to get their issues resolved.
Please let me know if you would like any additional information, and thank you for your time and consideration.

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05/09–05/16 Director of Strategic Operations/Customer Care @ iParadigms LLC, Turnitin

Manages Sales & Customer Service Operational Projects
Responsible for defining business requirements with cross-functional groups
Direct point of contact third party vendors
Liaison with engineering and QA teams.
Manages Sales Support Team
Monitor, organize, and coach team on a day-to-day basis
Work closely with the Finance team on month, quarter, & year end closing
Liaison with Product Management and Marketing teams on internal and external product communications
Manages Global Product Support Team
Responsible for providing a Product Support Strategy that matches with the company business
Coach and mentors Product Support Manager
Designed & Implemented SalesForce CRM solution for support team
Provides support for top tier support related customer escalations
Manages SalesForce CRM
Responsible for the administration of the company’s CRM instance
Responsible for assisting with its adoption and ongoing success of
Manage operational requests and troubleshoot issues, working cross functionally with Sales,
Finance, and Marketing
Conduct training of to users. Present changes/system enhancements and overall
training to diverse audiences
Responsible for CRM design strategy
Manage SalesForce Integrations with other company systems (NetSuite, AMT, Marketo, Google
Applications, Jigsaw, JIRA, SalesForce to SalesForce connections)

01/05–05/09 Director of Technical Services, Client Services @ GlobalEnglish Corporation

Manages Professional Service Engagements
Responsible for defining business requirements with customer
Direct point of contact for customer on all pre- and post sales & implementation queries
Responsible for producing Statement of Work & detailed scope documents.
Liaison with engineering and QA teams.
Product Development SME for the GlobalEnglish Service Administration feature set
Defining business requirements
Collaborating with Systems Analysts on creating functional specifications
Collaborating with Designers on creating feature set User Interface
Responsible for the creation & delivery of product training to the Global Sales & Support Teams & Customers
Liaison with Product Management and Marketing teams on internal and external product communications
Directly manages a globally dispersed team
Individuals located in 6 countries (Brazil, China, Mexico, Korea, India, US)
Designed & Implemented SalesForce CRM solution for support team
Project managed beta program “BELIT Plus” product – Cross-functional responsibilities, working directly with Product Development, Marketing, Sales and Customers.
Collaborated with cross functional team to define pilot success criteria
Created customer facing documentation & reports
Implemented product feedback survey for Buyers and End Users levels
Managed beta globally dispersed sales & support teams

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