Renee Abendroth
Director of Customer Support Operations at LoanLogics, Inc.- Claim this Profile
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Bio
Dan Kaminstein
I had the pleasure of working with Renee for many years. She has proven to be the consummate support professional. She shows a deep caring for both the customer and the support team and worked tirelessly to make challenging systems as capable as possible both internally and externally. She also fostered a great relationship between software support and the Product Development and Product Management teams; something not always easy to accomplish, and that relationship in turn has helped the company provide world-class support to our customer base.
Deborah Wus
Renee displays her passion for customer service by focusing on delivering a great customer experience. She is detail oriented and focused on driving projects to completion. Renee consistently works across functional areas to bring together the key players in a project to ensure collaboration and success.
Dan Kaminstein
I had the pleasure of working with Renee for many years. She has proven to be the consummate support professional. She shows a deep caring for both the customer and the support team and worked tirelessly to make challenging systems as capable as possible both internally and externally. She also fostered a great relationship between software support and the Product Development and Product Management teams; something not always easy to accomplish, and that relationship in turn has helped the company provide world-class support to our customer base.
Deborah Wus
Renee displays her passion for customer service by focusing on delivering a great customer experience. She is detail oriented and focused on driving projects to completion. Renee consistently works across functional areas to bring together the key players in a project to ensure collaboration and success.
Dan Kaminstein
I had the pleasure of working with Renee for many years. She has proven to be the consummate support professional. She shows a deep caring for both the customer and the support team and worked tirelessly to make challenging systems as capable as possible both internally and externally. She also fostered a great relationship between software support and the Product Development and Product Management teams; something not always easy to accomplish, and that relationship in turn has helped the company provide world-class support to our customer base.
Deborah Wus
Renee displays her passion for customer service by focusing on delivering a great customer experience. She is detail oriented and focused on driving projects to completion. Renee consistently works across functional areas to bring together the key players in a project to ensure collaboration and success.
Dan Kaminstein
I had the pleasure of working with Renee for many years. She has proven to be the consummate support professional. She shows a deep caring for both the customer and the support team and worked tirelessly to make challenging systems as capable as possible both internally and externally. She also fostered a great relationship between software support and the Product Development and Product Management teams; something not always easy to accomplish, and that relationship in turn has helped the company provide world-class support to our customer base.
Deborah Wus
Renee displays her passion for customer service by focusing on delivering a great customer experience. She is detail oriented and focused on driving projects to completion. Renee consistently works across functional areas to bring together the key players in a project to ensure collaboration and success.
Experience
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LoanLogics, Inc.
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United States
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Financial Services
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1 - 100 Employee
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Director of Customer Support Operations
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Oct 2016 - Present
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Epicor
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United States
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Software Development
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700 & Above Employee
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Sr. Manager, Software Support
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Dec 2007 - Oct 2016
• Lead the premiere Distribution ERP Platform support department of 22+ technical support representatives and supervisory staff in servicing over customers throughout North America, Latin America and Great Britain • Maintain reporting metrics and ensure department goals are achieved (resource utilization, cost containment, timeliness of issue resolution and customer service excellence) • Liaison with key product launch contacts inside the Product Development and Product Management organizations to participate in SCRUM reviews and drive internal product launch readiness strategies that not only ensured internal readiness but also optimize the customer experience • Create support protocols for effective integration of new functionality • Provide post-mortem analysis of new product release impact for continual improvement to readiness strategy • Develop strong customer relationships to develop strategies to enhance the customer experience and improve customer satisfaction and loyalty • Work with multiple internal departments (Development, Educational Services) to review key drivers of, and ways to reduce, case volume • Manage on boarding and ongoing development of support staff; Lead the international expansion of the platform support staff • Championed a Net Promoter Score (NPS) strategy resulting in a score increase of 32% • Utilized DMAIC process for root cause analysis and improvement in the areas of Customer Service and Quality
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Support Integration Manager
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Dec 2004 - Nov 2007
• Ensure the integration and alignment of acquired ERP platforms with existing platforms and protocols (CommerceCenter, Array, Disc, Prism)• Reported to the Director of Software Support• Oversaw and ensured customer service goals were met (response time, resolution time and professionalism)• Worked w/supervising managers of four different software products to maintain and improve the internal and external knowledge base• Responsible for decisions on staffing, training, scheduling, annual reviews, employee disputes, remote employee logistics • Coordinated a cross platform meeting for support at company headquarters
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Manager, Sales and Operations Support
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Sep 2002 - Nov 2004
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Prophet 21
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Software Development
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1 - 100 Employee
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Team Leader, Sales and Operations Support
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Aug 2000 - Aug 2002
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Education
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1995 - 1997
Temple University - Fox School of Business and Management
BS, Business Admin -
2013 - 2013
Bucks County Community College
Project Management Certificate -
2012 - 2012
Activant Solutions, Inc
Certified Six Sigma Greenbelt, CSSGB -
1992 - 1994
Philadelphia University
Associate Degree, Business
Community
