Customer Support Technical

Carrie-Ann Serieska

**** *** ** ** ********* #*01, Québec, G1M OC5

P : 418-***-****

Email : *****************@*****.***

Summary

Proven ability to develop and lead multi-disciplined teams across large organizations. Strong delivery of international customer support within technical customer support industry. Extensive execution of recovering critical accounts and managing escalated situations across technical support centers.

Highlights

Results Orientated Quality Customer Focus

Project Management Experienced Leadership

Escalation Management Strong Communication Strategic Planning Employee Development

Accomplishments

Recipient of BD Global Customer Support – Customer Focus Award

Recovery and stabilization of key accounts across Eastern North America

Drove accountability through developing an integrated scorecard.

Implemented a new UCaaS improving communications platform.

Created and developed high performing technical customer support teams.

Experience

Technical Customer Support Director – Jyga Technologies July 2023 -Present

Responsible for developing and managing a Global Technical Customer Support Team across Asia, Europe and North Amerca.

oImplementing best practices globally across implementations and post technical sales support.

oDeveloping a streamlined technical support structure to service both direct and indirect sales partnerships.

oImplementing and managing a priority matrix to improve technical escalation process.

oImproving product performance through a strong partnership with R & D.

IT Support Services Manager – Medicago July 2019 -June 2023

Responsible for developing and managing a Technical Support Team across North America supporting a pharmaceutical based manufacturing operation.

oDeveloping and implementing a scalable IT support model to increase IT responsiveness across Medicago environments.

oActing as a primary point of escalation for Major Incident Responsiveness.

oProviding leadership advice and assistance to stakeholders of Information Technology key initiatives.

oHiring, leading and career pathing a team of diversified IT Support Technicians across a regulated and non-regulated North America user base.

Senior Product Support Manager – Oracle Nov 2017- July 2019

Responsible for providing post-sales support and solutions to Oracles customer base while serving as an advocate for customer needs.

oLeading and developing technical support Engineers across Oracles support organization.

oActing as a primary point of contact for customers with responsibility for facilitating positive customer relationships within technical support.

oProviding leadership advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

oResolving post-sales non-technical customer inquiries questions as well as technical questions regarding the use of troubleshooting for electronic support services.

Regional Technical Support Manager –BD Nov 2014- Apr 2016

Responsible for providing technical support to external customers and employees across BD while regionally partnering across Eastern United States and all Canada.

oManaging performance and developing a team of technical support agents.

oRecovering key accounts through intensive escalation management.

oDriving customer satisfaction through regional partnership across BD support functions such as implementation, sales and field support.

oRepresenting BD technical support while performing onsite customer visits and meetings.

oDelivering exceptional communication and follow up to clients and key stakeholders across dispensing.

Customer Support Quebec Site Manager –Carefusion Oct 2013- Nov 2014

Responsible for overseeing Quebec site operations and delivering technical support to customers encountering issues using Carefusion products.

oManaging team performance of 4 supervisors, 80 indirect technical reports, and 1 site coordinator.

oManaging customer escalations across Canada and Southern USA for strategic clients and performing onsite customer visits.

oDriving customer satisfaction through high quality support interactions.

oManaging all Quebec site operations inclusive of tax planning and growth.

oProviding Carefusion representation within the local Quebec community.

Operations and Strategy Manager –Carefusion July 2012- Oct 2013

Responsible for leading the technical support centers operations and strategy team across San Diego and Canada executing on business transformation alongside executive leadership.

oManaging team performance of 1 project manager, 3 consultants, 1 workforce (WFM) supervisor, 5 business analysts and 1 senior admin.

oOverseeing compliance of all Quebec site operations including audits

oDriving Carefusion Simplification Initiative through multiple projects

oKey projects accomplished:

Re-Organization of workflows and department structures

Project planning and execution for remote deployment team

WFM liaison and project planning standing up Malaysian Center

Development and implementation technical support scorecard

Workforce Optimization Manager- Carefusion July 2008-July 2012

Responsible for standing up and leading a successful workforce management department inclusive of centralizing all technical support centers workforce management activity.

oPartnering with Human Resources, Payroll and Accounting on key policies, process and integration of new programs impacting the organizations

oDeveloping, managing and implementing forecasting to correlate with work volume, monitoring performance and providing recommendations.

oPlanning and monitoring budget for headcount across the technical center.

oManaging technical support for payroll administration across North America.

oCoordination and reporting of training activities across the support center

oPartnering with IT and Telecom while representing TSC in technology and process changes ensuring system compliance

Technical Supervisor -Cardinal Health Apr 2006- July 2008

Responsible for leading and developing a team of front-line technical agents that supported clinical technology products across North America.

oDeveloping, guiding, and career “pathing” agents

oQuality control monitoring of technical cases and calls interactions

oMonitoring and adjusting staffing levels in correlation with business objectives

oActively participating in business improvement initiative plans

oProviding customer service for internal and external client and escalations

oHandling escalated customer situations while using good judgment and independent thinking to resolve problems.

Call Center Operations - Canadian Tire Financial Services Mar 2000-Oct 2004

Responsible for supporting call center operations through performance monitoring and planning. Below are highlighted support tasks I performed regularly as part of this department.

Call Center Operations Support

oMonitoring and tracking and reporting real time call center performance

oBalancing resources between multiple workgroups

oIdentifying, tracking and recording trends in call center activity

oActing as a liaison between Operations Support and our internal clients and IT.

Operations Scheduling

oReleasing optimized schedules of call center resources

oMaintaining IEX scheduling parameters and constraints

oReporting to internal clients and developing process improvements

Asset Management Administrator- Canadian Tire Financial Services July 1999-Apr 2000

Responsible for tracking and reporting of technological resources across the IT organization inclusive of IT training costs, contractor invoicing, and hardware inventory.

Education and Development

oNiagara College Business Administration Program -Specializing in Operations Management. Courses include: ISO 9000, Planning and Control, Management and Cost Analysis, Statistics, Operations Analysis, Labor Legislation, Logistics, Contract Law

oLeading Innovative Change- UC Berkley Center for Executive Education

oLeadership Presence – Niagara Institute

oThe Accountable Manager –Lee Hecht Harrision LLC

oService Strategies: Certified Service & Performance Support Supervisor

oCompletion of Level 5 French Language: Pheonix Centre

oCoaching for Improved Performance –Manager Effectiveness Program

oICMI:Completed multiple call center operational training

oPMP Exam Prep - Project Management Institute

oCentre Phenix- French Langauge Courses

Contact this candidate