Jennifer Bayne
Customer Care Manager at Pacejet- Claim this Profile
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Bio
Credentials
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Organizing Your Remote Office for Maximum Productivity
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Why Motivating People Doesn’t Work . . . and What Does (getAbstract Summary)
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Experience
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Pacejet
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United States
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Software Development
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Customer Care Manager
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Oct 2017 - Present
Pacejet is SAAS logistics software for small to medium businesses using various ERP software integrations. · Manage a team of 8 support representative for a customer base of 500+ subscribers; · Mentor and coach the support team; · Provide escalated product support to Software Support Analysts; · Ensure all SLAs are met and customer requirements are addressed on every interaction with support; · Identify need for additional software enhancements based on customer feedback; · Engage internal resources to resolve software or technical issues on escalated cases; · Review software support logs, performance and KPIs to ensure quality of service is maintained; · Report directly to the Vice President of Operations; Show less
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Mediware Information Systems
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United States
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Software Development
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1 - 100 Employee
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Customer Care Analyst, Level 2
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Jan 2015 - Oct 2017
CPR+ is a medical software providing over 750 clients with all facets of Patient Record Management, Inventory Management, Point of Sale and Accounting.· Provide software support for 8 national account customers using email, telephone and online chat options. Each customer has a user base of 300+ users.· Research, analyze, resolve and document customer issues concerning software, database and network matters using remote tools, knowledge base articles and outside sources.· Evaluate the impact of customer matters on their productivity, prioritize open cases, and escalate cases as needed to either Implementation, Training or Programming.· Train end users on how to use the CPR+ software.· Work directly with Programming and Quality Assurance to provide resolution to major software concerns and software customizations.· Use SQL to write statements, triggers, stored procedures, or create SQL jobs. · Assist Level One technical support staff with open issues, testing and approving SQL code for their open cases or current calls.· Troubleshoot and X12 Debug EDI transmissions for Claims and ERNs.· Software Used: Microsoft Office 2013, Go to Assist software, Salesforce, SQL Management Studio, Visio, Windows 7, 8 and 10 and other software. Show less
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Software Support Technician
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Jan 2013 - Jan 2015
Level One support technician for medical software company, maintaining software for a variety of clients.
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Apple
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Indonesia
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Software Development
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1 - 100 Employee
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iOS Software Support
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Jul 2011 - Dec 2012
· Call Center STATS: Satisfied Customer Surveys 100%; Average Handling Time 14.78 mins; Tier 2 Escalation 6%; Logging of calls 102% · Provided solutions to customer problems/issues concerning the iOS for iPods, iPhones and iPads. · Escalated issues as needed and as required by Apple Policy. · Promoted to SME (Subject Matter Expert) in June 2012, whereby i answered and helped other advisors answer complex customer issues. · Promoted to Team Captain in August 2012, assisting Team Leader with all leadership duties and in training to be a team leader. · Participated in training new advisors in a Nesting environment, providing support during phone calls, online classroom activities and presentations to new advisors. Show less
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Education
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2016 - 2020
Franklin University
Bachelor of Applied Science (BASc), Computer Science -
2006 - 2009
Greenville Technical College
Associates Degree in Computer Science, System, Networking, and LAN/WAN Management
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