Technical Support Customer Care

Karen Dohrmann “Fostering a Culture of Real-World Motivation & Inspiration for Excellence”

240+ LinkedIn Professional Connections—20 Colleague Recommendations & Skill Endorsements

*************@*****.*** 925-***-**** San Francisco Bay Area, CA in linkedin.com/in/karen-dohrmann

CUSTOMER CARE ENGAGEMENT MANAGER

Agile Service Strategies—Internal Workflow Policies—Documented Process Improvement

Energized and results-oriented Senior Customer Success Manager offering BA and 20 years of recognition for client advocacy and positive experiences. Demonstrated proficiency as an IT and Microsoft Office 365 specialist, escalation key contact. Streamline processes, eliminate bottlenecks, and enhance customer touchpoints. Strengthen and refine professional effectiveness of CSR teams and goals: advanced skills, loyalty, and ambitious response and resolution times.

CAREER HIGHLIGHTS Infor Nexus Global Support Manager, SaaS Services

Lifted Staff Retention Rate to 95% 90%, 4.8/5 CSAT Score 98% SLA Resolution Time, a 90% Improvement.

Professionally Developed and Promoted 6 Customer IT training specialists with 50% advancement in team skills.

CORE COMPETENCIES

Accounting Principles Consulting Best Practices Insurance Project Management Process Improvement Public Speaking

Finance, Billing & Expense Reports Business Intelligence Market Disruption Digital Transformation Metrics Coaching KPIs Birst BI Tool Reporting ERP CRM SCM Creative Problem Solving Team Leadership Performance Monitoring

Escalation Management Employee Relationship Management Customer Satisfaction & Training Internal Workflows

Materials & Documentation Analytical & Critical Thinking Team Motivation Active Listening Agile Collaboration

PROFESSIONAL WORK EXPERIENCE

INFOR (US) LLC INFOR NEXUS OAKLAND, CA 2011-2023

World’s Leading On-Demand Global Supply Chain Platform with Integrated Applications, 19 Global Locations, 17K Staff.

Global Support Hub Manager Global Services SaaS 2012-2023

Senior Client Services Specialist 2011-2012

Promoted to competitive managerial role with 6 direct reports, supporting global team of Application Trainers in 4 geographic locations. Kept in tune with CS, PM, Operations, and Professional Services teams, addressing top-priority issues, disruptions, and critical customer incidents. Set clear goals and key performance indicators (KPIs).

Accomplishments

Created interview-specific questions to capture best talent, enhanced efficiency, and effectiveness, and saved 50% recruitment time and expenses.

Boosted team productivity and achieved employee retention of 95% by adding 2 Client Service Specialists to the team.

Developed 6 customer IT training specialists and promoted 3 within 1 year, with 50% growth in team knowledge.

Facilitated knowledge sharing among team members on distinct platforms, leading to 50% decrease in issue resolution.

Developed techniques and valuable suggestions for improvement through stakeholder and global management input, process, and policy analysis. Elevated CSAT scores to 90% and met SLA goals.

Resolved 20 customer escalations per month and achieved 100% positive responses. Conducted 8x8 surveys, monitored results, and attained 4.8% out of 5 rating in customer satisfaction.

Established KPIs to measure customer satisfaction, loyalty, and advocacy. Regularly analyzed and reported metrics, providing insights and recommendations to senior management.

Learned Global Supply Chain Management methods and networks as Sr. CS Specialist with 100% SLA met within 1 year.

Troubleshot, trained, and utilized Birst Reporting to help optimize Support Teams’ and Customer usage.

" I worked with Karen in the Infor Nexus Support Organization for 12 years. Karen has a dynamic personality that puts a smile on everyone's face. She is highly customer-focused and always goes the extra mile… a trusted advocate and is respected by her colleagues, team, and customers… Any company would be lucky to have Karen, she is a cherished asset. ”

—Ginny Wathen, CS Manager & IT Project Expert.

Early Career

CMG Mortgage Insurance 2010-2011

Claims Specialist

Managed timely and accurate insurance claim processing.

Investigated, evaluated, and settled insurance claims.

Performed policy review and losses for acceptance.

Completed decision-making on amount insurance pays for each claim.

PMI Mortgage Insurance 2002 - 2009

User Acceptance Tester 2003-2009

Managed User Assurance Testing independently of assigned business project systems from initiation to production release.

Wrote comprehensive test scripts to ensure testing for projects. Defined focused testing strategy, step, and scope.

Recommended prioritization of software defects.

Policy Servicing Supervisor 2002-2003

Led Customer Support Staff team to ensure claims were processed in a timely manner. Organized and trained employees on policies, procedures, and best practices to provide world-class Customer Service.

Prioritized tasks and maximized productivity. Rapidly addressed issues to deliver superior results for internal teams and customers.

Premenos Technology Corporation (Acquired by Harbinger) Concord, CA 1995 – 2000

Customer Care Account Manager 2000-2002

Spearheaded a new job role designed for an extra level of service. Contacted new and present customers, addressed issues, and resolved problems.

Company results improved effectiveness and efficiency in solutions and services.

Technical Support Manager 1995-2000

Led a 30-member team supporting 4K worldwide clients, and $13M in annual revenue.

Developed first/second level teams, including escalation process. Ranked first in technical department survey scores.

EDUCATION & CERTIFICATIONS

Bachelor Of Arts in Psychology California State University, East Bay

Certifications & Professional Development

Problem-Solving & Decision-Making Kepner-Tregoe, Inc.

Premenos Certification Acceptance Testing and Fundamentals of Unified Process

PMI Mortgage Insurance

Premenos Training EDI Standards ANSI X12, EDIFACT, XML ISO 90001 Quality Standard

Certified Trainer of Point-of-Sale Systems Merchant Card Services

Wells Fargo Bank Industry Experience Banking and Finance

PMI/CMG Mortgage Insurance Supply Chain Management, SaaS Cloud Services, B2B E-commerce

Supply Chain Management Coursework Infor

TECHNICAL PROFICIENCIES

EDI Edifact XML AS400 Trusted Link SAP Microsoft Office Suite 365 Dynamics Teams OneNote SharePoint Salesforce Skype Zoom SaaS Slack Bugzilla 8x8 Google Meet Jira BI Reporting Tool EDI XML Mapping

Supply Chain Platforms Cloud Software Products Salesforce

Community Stewardship

Habitat for Humanity 2010

House Builder – Spent a full day building a house with a group of volunteer workers.

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