Experience

Aries Systems Corporation

• Client Services Account Coordinator

  • May 2019 - Present

  North Andover, Massachusetts Coordinate and guide customers through implementation of Editorial Manager (EM) and ProduXion Manager (PM) software including onboarding tasks like; site builds, site branding, customer data loads and scheduling of system training until Go-Live Assist customers in configuring and using EM and PM to work with their editorial and publishing workflow Responsible for providing day-to-day account support to assigned customers Maintain direct contact with customers and… Show more Coordinate and guide customers through implementation of Editorial Manager (EM) and ProduXion Manager (PM) software including onboarding tasks like; site builds, site branding, customer data loads and scheduling of system training until Go-Live Assist customers in configuring and using EM and PM to work with their editorial and publishing workflow Responsible for providing day-to-day account support to assigned customers Maintain direct contact with customers and troubleshoot and recreate software-related issues in a QA and Test environment that they and their end-users may experience. Utilize JIRA for inputting bugs and support requests Manage all projects for assigned customers, such as best practices for implementing new or modified workflows, custom reports, ongoing training needs and custom tutorials Act as liaison between customers, Product Management,Database Administrators, Engineering staff on customer enhancement and feature development requests Proactively contact customers regarding new features that might be beneficial to their workflow Communication of releases, new UI/UX features, migrations and timelines Embraces teamwork and collaboration Conduct sessions at our annual User’s Group Meeting, preparing presentations and presenting to group sessions. Show less



F5 Networks

• Computer Software
• 1 - 100 Employee

• Senior Technical Support Coordinator

  • Jan 2018 - Sep 2018

  Lowell, MA • Responsible for continuous mentoring of 5+ onsite Technical Support Coordinators (TSC) and key global contact for all TSC agents as part of a 24/7 call center • Continuously demonstrated value to the customer maximizing engagement, with/without an issue • Acted as the voice of the customer across the organization • Worked closely with global Sr TSCs to ensure consistent operation, strategic messaging and outreach across regions – management empowerment for constant communication •… Show more • Responsible for continuous mentoring of 5+ onsite Technical Support Coordinators (TSC) and key global contact for all TSC agents as part of a 24/7 call center • Continuously demonstrated value to the customer maximizing engagement, with/without an issue • Acted as the voice of the customer across the organization • Worked closely with global Sr TSCs to ensure consistent operation, strategic messaging and outreach across regions – management empowerment for constant communication • Monitored call queue and react to high call volumes and initiate action plan to mitigate hold times • Coach to peers / contractors when onboarding - Assisted in the hiring process including phone screens, on-site interviews as well as being part of the decision-making process • Main facilitator for training, coaching and assisting team members in successfully meeting department and team goals as part of staff development initiative • Consistently exceeded daily, monthly and quarterly metrics, KPIs – CSAT, Phone adherence, Productivity o Sustained CSAT greater than 9.8% - 5 years plus o Exceeded phone adherence (goal 90%) Quarter over Quarter - >98% for 5 years • Created, trialed and deployed customer templates resulting in cost savings to the company by allowing for effective self-serve customer support • Responsible for the authoring, updating Standard Operating Procedures on ~ 100 procedures • Participated in “Train the Trainer” programs for Site growth in troubleshooting methodologies • Drove licensing escalation from internal and external sources - key ‘go-to’ Support Lead for all licensing Service Requests (SR) • Achieved critical timelines reaching goals and exceeding client expectations • Ensured documentation to perform job duties is available and up to date • Worked with service and sales managers in creating customer facing documentation regarding sales, entitlement, support portal, products and licensing

• Technical Support Coordinator II

  • Aug 2013 - Dec 2017

  Lowell, MA • Assisted the support department by managing all inbound phone calls, ensuring short hold times • Created support cases with technically accurate problem descriptions and dispatched cases according to handling guidelines • Assisted customers with capturing necessary data for troubleshooting, including procedures and command line assistance • Monitored/addressed inbound e-mail correspondence and updated associated support cases accordingly. • Managed multiple email aliases… Show more • Assisted the support department by managing all inbound phone calls, ensuring short hold times • Created support cases with technically accurate problem descriptions and dispatched cases according to handling guidelines • Assisted customers with capturing necessary data for troubleshooting, including procedures and command line assistance • Monitored/addressed inbound e-mail correspondence and updated associated support cases accordingly. • Managed multiple email aliases Including AWS chat providing timely response to customers, F5 sales and management • Enabled Web Support Portal accounts and troubleshot Customer Support Portal issues. • Effectively managed customer expectations to response time. • Assisted with projects as needed that relate to TSC Team



Actio Corporation

• United States
• Software Development
• 1 - 100 Employee

• Client Services Manager

  • Aug 2006 - Aug 2012

  Portsmouth,NH • Successfully led and implemented Actio's chemical management software solutions by being a part of the pre-sales kickoff and point person thereafter for over 35+ clients • Led client meetings to proactively deliver project status and feedback • Trained clients on how to utilize Actio's software solutions through Web-Ex or Go Live Meetings • Developed specific goals and plans to prioritize, organize and accomplish workload • Analyzed information and evaluated results to choose the… Show more • Successfully led and implemented Actio's chemical management software solutions by being a part of the pre-sales kickoff and point person thereafter for over 35+ clients • Led client meetings to proactively deliver project status and feedback • Trained clients on how to utilize Actio's software solutions through Web-Ex or Go Live Meetings • Developed specific goals and plans to prioritize, organize and accomplish workload • Analyzed information and evaluated results to choose the best solution for existing clients • Assisted with project management and worked with product development team to ensure project tasks are being implemented and customizations are being delivered to clients per deadline • Handled complaints and settled disputes regarding contractual issues • Key point of contact post-implementation within the client services team for ongoing maintenance and up-sell opportunities, effectively contributed on large projects and assisted in managing team member workloads Show less