Technical Onboarding & Customer Success Specialist

Brandy Riggins

Technical Onboarding & Customer Success Specialist

Stockbridge, GA 404-***-**** ********@*****.***

PROFESSIONAL SUMMARY

Dedicated Onboarding and Training professional with 20+ years of experience supporting customer onboarding, employee onboarding, user adoption, training delivery, documentation development, process improvement, and customer success initiatives. Proven ability to guide customers and employees through onboarding programs, develop training materials, facilitate virtual learning, and improve adoption of technology solutions.

Experienced working with executive stakeholders, business owners, leadership teams, and end users to ensure successful onboarding experiences, employee readiness, customer engagement, and long-term success.

CORE COMPETENCIES

Customer Onboarding • Employee Onboarding • Client Onboarding • User Adoption • Customer Success • Virtual Training • Zoom Training • New Hire Orientation • Training Facilitation • Learning & Development • Documentation • SOP Development • Knowledge Base Management • Process Improvement • Stakeholder Management • Cross-Functional Collaboration • Change Management • Customer Education • Employee Development

PROFESSIONAL EXPERIENCE

VIRTUAL BUSINESS 360 Remote

Senior Technical Onboarding & IT Support Specialist Aug 2024 – Present

Lead onboarding and implementation activities for 75–100 business customers.

Conduct onboarding calls, Zoom training sessions, and platform demonstrations.

Guide business owners through onboarding, implementation, and adoption processes.

Create customer-facing documentation, training materials, and onboarding guides.

Improved onboarding speed by 25% and increased customer satisfaction by 20%.

Partner with Development, Design, Sales, and Leadership teams to improve customer experiences.

Mentor new team members and standardize onboarding processes.

CUSTOMER SUCCESS SPECIALIST Jan 2024 – May 2025

Managed onboarding and customer success initiatives for SaaS customers.

Delivered product demonstrations and customer training sessions.

Built relationships with business owners and stakeholders.

Supported long-term customer adoption and engagement.

ELEVATE BILLING SOLUTIONS Remote

Business Support Specialist Jul 2021 – Nov 2023

Managed employee onboarding and technology readiness programs.

Developed training materials, onboarding documentation, and knowledge base resources.

Created and maintained job-specific training programs.

Partnered with leadership to improve onboarding effectiveness and employee engagement.

Supported process improvement and workforce development initiatives.

FIRST DATA CORPORATION Marietta, GA

Technical Support Team Lead Oct 2016 – Jul 2021

Led onboarding, coaching, and training programs for a team of 15–30 employees.

Developed training materials and performance improvement plans.

Conducted coaching sessions and new-hire development activities.

Recognized for leadership, employee development, and team performance.

ALORICA Kennesaw, GA

Trainer / Customer Service Agent Mar 2014 – Oct 2014

Delivered onboarding and training programs for new employees.

Developed support documentation and learning materials.

Provided coaching, floor support, and employee development assistance.

EDUCATION

Kaplan University

Bachelor of Technology (B.Tech.), Information Technology

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