SONYA WOOD

Snellville, GA, United States · 404-***-****

adoud3@r.postjobfree.com · LinkedIn Profile ·

Accomplished services and support professional with 10+ years of experience in Customer Support, Team Leadership and Project Management. Reliable team member accustomed to handling work independently and solving routine problems without oversight, going above and beyond to support team and serve customers and, manage implementation projects to ensure customer success.

EXPERIENCE

FEBRUARY 2021 TO PRESENT

CUSTOMER SUCCESS MANAGER/TAM, NAVEX GLOBAL

Support new and existing customers to ensure they are successful with NAVEX Global solutions, specifically in Integrated Risk Management.

Respond to customer needs to drive high customer retention and platform adoption.

Liaison between the Customer, Sales, Professional Services, Product & Development, Customer Support and Executive Leadership.

Manage 15 - 20 Customer Success Projects created after sales wrap-up to begin project kick-off or following the completion of custom engagement project with Professional Services.

OCTOBER 2017 TO FEBRUARY 2021

IMPLEMENTATION MANAGER, NAVEX GLOBAL

Implement ethics and compliance software and solutions (OLT, LMS, ADX, SSO).

Manage a book of 30 - 40 implementation projects from kickoff to completion.

Deliver customer meetings and trainings via webcast.

Plan and track project deliverables (including customer resources, schedules and project action registers) to meet deadlines and quality standards.

Maintain individual Key Performance targets (utilization +65%, on-time completion +80%, customer satisfaction +90%, etc.) via Sales Force.

AUGUST 2016 TO OCTOBER 2017

OPERATIONS SUPERVISOR, NAVEX GLOBAL

Coached a team of 20 – 30 Communication Specialists across multiple products.

Monitored schedule adherence, call handling service levels and job performance.

Conducted both live and recorded call observations to measure and track quality.

Improved call handling technique and service levels through coaching and development training sessions.

Mentored communication specialists to promote within Contact Center or external departments.

MAY 2009 TO AUGUST 2016

INTERVIEW SPECIALIST/CUSTOMER SUPPORT TECHNICIAN/TEAM LEAD, NAVEX GLOBAL

1st level contact for whistleblower, ethics and compliance hotline.

Documented workplace policy and compliance violations via proprietary reporting tools.

Exceeded service levels for call handling time and caller experience,

Support hotline’s technical call routing and case management report intake issues.

Set up domestic and international hotlines, custom greetings, call scripts and reporting systems.

Led a team of 3 – 5 technicians to support system issues, triage case queue and create knowledgebase.

CERTIFICATION

FEBRUARY 2005

CERTIFIED HELP DESK INSTRUCTOR/MANAGER/ANALYST, HELP DESK INSTITUTE (hdi)

Help Desk and Call Center Soft Skills Training

TBD, 2021

PROJECT MANAGEMENT PROFESSIONAL (PMP)

Aspire to obtain PMP Certification 1st Quarter 2021

SOFTWARE EXPERIENCE

Salesforce

Confluence JIRA

Microsoft Office

SaaS – Case Management software & solutions

Hotline & Incident Management (CRM, Suite, EPIM, NetClaim)

Automated Data Exchange (ADX), Single Sign-On (SSO)

Online Training Systems (Learning Management Systems – LMS)

Proprietary course building and course packaging tools

Contact this candidate