Experience

Alexander Mann Solutions

• United Kingdom
• Staffing and Recruiting
• 100 - 200 Employee

• Talent Technology Specialist

  • Jun 2022 - Present



Celigo

• United States
• Software Development
• 700 & Above Employee

• Customer Success Manager

  • Jul 2018 - Jun 2022



United Benefit Advisors® (UBA)

• United States
• Insurance
• 1 - 100 Employee

• Partner Experience Manager

  • Feb 2015 - Jan 2018

  . Responsible for development and management of client training, client success, and support of proprietary software.. Responsible for gathering data and making recommendations to executive staff members around customer experience. Developed feedback opportunities after reviewing support ticket trend to gain critical feedback around customer service opportunities.. Created and refined onboarding process for new clients into our organization . Regular speaker at conferences to educate and train end users on proprietary software products. Hosted annual award show at a national meeting to showcase best clients of the year. Assist in early vetting stages for potential clients for United Benefit Advisors, and selling the value of joining United Benefit Advisors. Prepare and compiled numerous critical reports to track key performance indicators for the company. Project Manager for Salesforce integration throughout the entire company. Record voice-over audio for UBA Marketing

• Application Support Analyst

  • Dec 2013 - Feb 2015

  . Worked to develop strategy and planning for customer support and training. Created and deployed feedback mechanisms for end users. . Evaluated documented resolutions and analyzed trends for process improvement.. Planned and conducted regularly scheduled proactive training sessions that improved the customer experience. Managed helpdesk resources and operations. Helped to educate and coach employees of member companies needing web application and systems support.. Initiated remote-control training sessions with remote users as-needed to assess, explain, and resolve issues. Assisted technology department on upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Developed process for solving support issues by implementing escalation levels.. Communicated application problems and issues to key stakeholders, including management, development teams, and end users. Participated in the design, development, and delivery of software application training programs and individual classes. Assisted in technical setup for meeting and breakout sessions at tri-annual national meetings



CurriculumLoft

• United States
• E-Learning Providers

• Technical Implementation Specialist

  • Dec 2011 - Dec 2013

  . Worked as a project manager with new customers to the CurriculumLoft software product. Coordinated customer training of software product over online webinars. Traveled onsite to customer locations to assist in final preparations and deployment of product to schools. Designed training materials for customers on CurriculumLoft's platform; written manuals and web videos showcasing how to utilize the software for end users. Helped to design and maintain RMA process for returning tablets and logging for exchange or replacement. Answer support calls from internal employees and customers, via phone, webinar, and remote connection. . Work with all levels of support in communicating data to assist in problem resolution. Assist the IT team in building and setting up servers for customers, as well as helping to maintain them remotely after delivery and installation onsite. Assist with basic troubleshooting in office with computer issues, i.e. Wi-Fi connectivity, connections to a printer, e-mail, and local servers. Work with development team testing new software updates, documenting results and sending data back in a timely manner



Best Buy

• Retail
• 700 & Above Employee

• Various Roles

  • Oct 2001 - Dec 2011

  Appliance Department Supervisor. Responsible for preparing financial plans and business analyses for the department. Attended multiple sales and leadership courses and trainings. Responsible for meeting revenue goals, gross margin percent goals, and net operating profit goals while maintaining a positive sales growth over previous fiscal year. Work with management towards implementing policies to improve business results. Successfully train employees. Provide negotiating quotes for small business customers. Constant problem solving regarding customer issues and create solutions. Won various regional awards for outstanding sales and best departmentGeek Squad In-Store Agent. Managed department paperwork, and customer information for computer repair. Administered diagnostic phone calls and sales of Geek Squad services. Performed computer repair including: diagnostics, software repair, hardware repairs and computer upgrades. Solving customer issues by correcting situations