Wendy Wyss
Manager Implementation Services at Alchemer- Claim this Profile
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Bio
Catherine Weldon, MS, MA, LPC
I have known Wendy since 1999 when Reed Group was a very small company. From that time forward, Wendy held one of the most strategically important positions at Reed Group: she interacted with customers daily, worked tirelessly and with passion to resolve their problems and through this work she continuously improved the company's greatest software asset. It seems to me that Wendy thrives best in a start-up environment where she can demonstrate a range of talents and where loyalty, dedication, and outstanding customer relations are appreciated and rewarded.
Louis Burkhardt
Anyone who reviews Wendy Wyss' resume will realize she has a vast repertoire of skills that places her at the important juncture between business and technical requirements. She has extensive experience dealing with clients and customers, both telephonically and in person. At times, clients have requested that Wendy in particular be involved in their account administration, knowing her to be conscientious and considerate. When I have had occasion to tap into her technical skills, she has worked efficiently and methodically. I strongly recommend that Wendy be considered for any position for which she applies. She would be an asset to any company.
Catherine Weldon, MS, MA, LPC
I have known Wendy since 1999 when Reed Group was a very small company. From that time forward, Wendy held one of the most strategically important positions at Reed Group: she interacted with customers daily, worked tirelessly and with passion to resolve their problems and through this work she continuously improved the company's greatest software asset. It seems to me that Wendy thrives best in a start-up environment where she can demonstrate a range of talents and where loyalty, dedication, and outstanding customer relations are appreciated and rewarded.
Louis Burkhardt
Anyone who reviews Wendy Wyss' resume will realize she has a vast repertoire of skills that places her at the important juncture between business and technical requirements. She has extensive experience dealing with clients and customers, both telephonically and in person. At times, clients have requested that Wendy in particular be involved in their account administration, knowing her to be conscientious and considerate. When I have had occasion to tap into her technical skills, she has worked efficiently and methodically. I strongly recommend that Wendy be considered for any position for which she applies. She would be an asset to any company.
Catherine Weldon, MS, MA, LPC
I have known Wendy since 1999 when Reed Group was a very small company. From that time forward, Wendy held one of the most strategically important positions at Reed Group: she interacted with customers daily, worked tirelessly and with passion to resolve their problems and through this work she continuously improved the company's greatest software asset. It seems to me that Wendy thrives best in a start-up environment where she can demonstrate a range of talents and where loyalty, dedication, and outstanding customer relations are appreciated and rewarded.
Louis Burkhardt
Anyone who reviews Wendy Wyss' resume will realize she has a vast repertoire of skills that places her at the important juncture between business and technical requirements. She has extensive experience dealing with clients and customers, both telephonically and in person. At times, clients have requested that Wendy in particular be involved in their account administration, knowing her to be conscientious and considerate. When I have had occasion to tap into her technical skills, she has worked efficiently and methodically. I strongly recommend that Wendy be considered for any position for which she applies. She would be an asset to any company.
Catherine Weldon, MS, MA, LPC
I have known Wendy since 1999 when Reed Group was a very small company. From that time forward, Wendy held one of the most strategically important positions at Reed Group: she interacted with customers daily, worked tirelessly and with passion to resolve their problems and through this work she continuously improved the company's greatest software asset. It seems to me that Wendy thrives best in a start-up environment where she can demonstrate a range of talents and where loyalty, dedication, and outstanding customer relations are appreciated and rewarded.
Louis Burkhardt
Anyone who reviews Wendy Wyss' resume will realize she has a vast repertoire of skills that places her at the important juncture between business and technical requirements. She has extensive experience dealing with clients and customers, both telephonically and in person. At times, clients have requested that Wendy in particular be involved in their account administration, knowing her to be conscientious and considerate. When I have had occasion to tap into her technical skills, she has worked efficiently and methodically. I strongly recommend that Wendy be considered for any position for which she applies. She would be an asset to any company.
Experience
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Alchemer
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United States
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Software Development
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100 - 200 Employee
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Manager Implementation Services
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Oct 2020 - Present
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Implementation Consultant
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May 2018 - Oct 2020
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Customer Support Escalation Team
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Aug 2016 - May 2018
As Support Escalation Engineer, I:- Attend daily Development Team stand up, speaking to customer facing issues and reporting back to the Support Team as necessary- Personally check in with Support Heroes each day, assisting with tough issues and taking over particularly complex and critical tickets - Act as a funnel for Support Heroes, investigating/identifying bugs and feature requests, following through by advocating on behalf of customers and internal support to the appropriate department(s)- Study Zendesk queues daily to identify trends in areas of the application- Document bugs and feature requests in Jira, following issues to resolution and reporting back to either the Support Hero or the customer- Attend weekly Development team Bug Prioritization meetings as the voice of Support Show less
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Customer Support Supervisor
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Jul 2014 - Aug 2016
As a Leader for the Customer Support Heroes, I:- Conducted bi-weekly 1 on 1 check-ins with the seven Support Heroes who reported to me- Regularly provided individual workplace feedback- Conducted formal six month reviews- Assisted in interviewing and hiring for new support positions- Helped train new Support Heroes- Handled customer escalations with poise and empathy via email and phone. - Conceived and coordinated team building events- Developed and documented new processes to build efficiencies and scalability in the support team Show less
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Customer Support Hero
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Apr 2013 - Jul 2014
As a Customer Support Hero, I provided immediate and amazing service to 20,000 + customers worldwide. I championed customer happiness, satisfaction, and success through patience, understanding, and technical aptitude.Every Day I:- Enthusiastically support customers by phone, email, chat, social media and other web-based tools- Accurately identified analyzed, and resolved technical and non-technical issues in a timely manner- Worked in a team environment to achieve shared goals- Promptly escalated more complex problems to appropriate internal resources- Participated in enhancing the product from initial design through testing and delivery- Demonstrated a familiarity with standard concepts, practices, and procedures of survey software and data collection- Enthusiastically provided internal support for the application- Continuously endeavored to improve the quality of our support and service, both internally and externally- Provided on-call customer support on holidays and weekends on a shared rotation Show less
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Reed Group
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United States
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Real Estate
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1 - 100 Employee
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Data/Business Analyst
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May 2011 - Feb 2013
Coordinate implementation project completion • Provide support, direction, and guidance to new clients and brokers on SaaS implementations• Maintain communication and engagement of stakeholders during implementation process• Use multiple ticketing systems to track and manage key tasks and procedures• Responsible for analyzing incoming data feeds for integration to SaaS product• Identify, anticipate, and mitigate possible risks to the project• Provide regular reporting to executives on project progress• Produce webinar and training documentation for use with new and potential clients Show less
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Account Manager and Production Support Team Lead
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Nov 2007 - May 2011
Managed software account relationships and a team of production support analysts• Responsible for growing relationships with software clients and managing contractual agreements• Reassured clients, keeping satisfaction and trust in place during major changes at the executive level• Analyzed data and advised clients on trend analysis and process improvement• Developed strategies for software releases and bug fixes, including scheduling and communicating with stakeholders, while adhering to contractual agreements. • Served as primary contact and escalation point for technical and billing issues• Translated client requirements into highly specified project plans Show less
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Production Support Analyst and Technical Trainer,
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May 2000 - May 2007
Worked on the Product Support Team in several roles • Provided training and technical support to Reed Group’s software clients, internet product subscribers, Colorado and New York Service Center personnel• Analyzed client needs when problem arose, identifying interim solutions when appropriate so that the greater solution could be fully realized • Implemented software training programs to enhance productivity and end user confidence/comfort• Coordinated software User Groups, including negotiating with hotels and planning/marketing the events• Traveled nationally and internationally to install/upgrade and train both new and existing software clients • Performed New Hire Training for incoming Service Center employees in Colorado and New York• Produced ad-hoc reports for clients in MS Excel, Access and SQL• Tested and approved application enhancements Show less
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Administrative Assistant
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Nov 1998 - May 2000
Functioned in many roles, supporting all aspects of the new and growing business.• Performed order entry for incoming sales• Maintained Customer Relationship Management (Epicor) database• Triaged incoming calls for the executive and sales teams • Attended and prepared meeting minutes for the Executive Team• Served as marketing and advertising liaison for the company
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Pedestrian Shops
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United States
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Retail
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1 - 100 Employee
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General Manager
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May 1992 - Nov 1998
Served as General Manager and Buyer for 2 store retail chain. Assisted Owner/Executive in all aspects of business operations. • Produced the company’s first Standard Operating Procedures manual • Responsible for hiring and training new employees • Negotiated buying and pricing deals with wholesalers • Managed relationships with vendors • Maintained store inventory levels, considering season, trends, and product availability • Traveled to trade shows locally and nationally representing the company Show less
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Education
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1991 - 1993
University of Colorado at Boulder
General Studies
Community
