Customer Support Analyst

Sharifa M. Owens

Charleston SC ***** P: 843-***-**** E: *************@*****.*** LinkedIn

Summary: Pioneering and diverse Customer Support Manager with over 20 years of experience maximizing exceptional technological leadership skills in directing and curating business implementations while fostering Senior Analytics, Client and Employee management and retention to any fast-paced environment with precision Skills:

MS Office Suite

Salesforce CRM

Camtasia Video Editing

Omatic Product Suite

Blackbaud Solutions

BCRE-Pro (2017)

Lean Six Sigma (2016)

Freshdesk Online Case Management

Vimeo

Prezi

Professional

Experience: Omatic Software; Charleston, SC Dec 2011 – Present Customer Support Manager (December 2011– Present)

● Tasked as the Technological Support leader providing expert level, second tier, technical support to the entire Global Technology Operations portfolio of applications and supporting technologies

● Navigates systems and software to identify widespread outages and discrepancies with products then collaborate with stakeholders, executive management and partnering departments for swift resolution.

● Facilitate and oversee all onboarding of all new team members including teaching, coaching, and providing feedback to Leadership.

● Creatively develop SLA’s and unique goals for the entire support team and manage all KPIs and metrics including FCR, RT, and customer satisfaction. Created Progression Path for Support Analysts to promote within the Support Department. Created Tiered Support to better serve priority clients and triage by priority and severity within all tiers. Spearheads continuous inventive process improvement techniques to increase efficiency in Escalation Management to resolve important issues resulting in endless commitment to client’s success.

● Successful in transitioning to remote management of the Support team and service to our clients at the initial point of the Pandemic impact on businesses, worldwide. Continue to manage a hybrid team of remote and on-location team members via weekly 1:1’s and bi- weekly Support team meetings.

● Work cross functionally using shared OKRs with the Product Development team, Professional Services, and Customer Success to drive down unresolved tickets by aging percentages

Support Team Lead April 2015 – April 2017

● Responsible for being the Senior Support Analyst providing escalation management to complex product issues creating workflows, process design and programming solutions for over 3200 tickets across Software Support, Customer Success and Accounting teams

● Chosen to direct the evaluation and selection of a new support system solution (FreshDesk) including leading implementation and development and end results. This, in turn, resulted in a 98% FCR rate and creating a standard for the Omatic Support team to meet on a quarterly basis.

● Created Knowledgebase using “home-grown” system to enable Support to deflect incoming tickets and encourage clients to empower themselves with information articles. System was comprised of approximately 350 solutions within 1 year of creation for our flagship product, ImportOmatic

● Lead update to online eLL videos for clients to utilize Professional Services training and how-to’s that still generates revenue today and is included in a new offering called Omatic Training Pass, the initial eLL framework created is packed within the training pass offerings.

● Created and managed the “Maintenance Amnesty” program to reinstate lapsed support customers to boost revenue. This allowed us to experience a total of 19 clients out of 72 clients moving back onto maintenance for future revenue gains from clients that were unable to previously afford to reinstate maintenance due to budget constrictions. This in turn created a stronger client base that continues to boost revenue from a typically non- revenue generating portion of the company, which is Support.

● Developed a new curriculum for team training, coaching sessions and new employment onboarding for 10 new Support team focused employees. Product & Service Specialist Dec 2011 – April 2015

● Managed post-sale client relationships performing project management, installation, implementation, training and support; Developed the course outline for internal and client facing product training sessions through WebEx and in-person sessions.

● Designed and implemented written and recorded video content while maintaining up to date training sessions for Omatic’s Online Self-paced learning library for customer and employee trainings

● Led a consistent technical team in product knowledge, support resolutions, and client relations increasing additional services revenue and add-on solutions during service engagements.

Previous

Experience: RAC Acceptance – Sales Manager Jul 2010 – Dec 2011 Blackbaud – Client Manager; Financial Edge CSA Jul 2005 – Jul 2010 Cappuccine – Regional Sales Manager May 2002 – Jul 2005

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