Abbey Weddle

Data Operations Lead for CrowdStrike, the leading cyber security platform that protects and enables the people, processes and technologies that drive modern enterprise.

• Identify, implement, maintain and improve processes and tools to increase automation, improve efficiency, and reduce manual overhead
• Administer and update tools as needed
• Track and report on team KPI’s, identify key insights, and coordinate process improvement
• Assist in forecasting headcount needs within financial and operational targets of business
• Serve on committees to improve customer and employee experiences.

Supportability Program Manager at UiPath, a Robotic Processing Automation company that focuses on building robots to automate processes and streamline workflows, making organizations more profitable, flexible, and responsive.

• Managed relationships between Product and Support to bridge gaps in knowledge and roadmap communication
• Revamped End of Support definitions, timelines and communication playbook
• Focused on improving support experiences for customers and partners
• Responsible for design, delivery, and support of strategic programs from a technology perspective.

Support Customer Experience Manager at New Relic, an Application Performance Monitoring company with over 15,000 customers, that gives developers, engineers, operations, and management a clear view of what’s happening in today’s complex software environments.

• Manage highest Support tier customers to ensure efficient use of Priority Support deliverables and drive engagement
• Manage and resolve all customer escalations that come through the Support organization
• Collaborate across Engineering, Product and Support teams to guarantee timely escalation resolutions for escalated accounts
• Coordinate across all organizations on product End of Life announcements, all other product or tool deprecations and handle all outgoing customer communications
• Moderate all customer communications on all high alert service interruptions.

Technical Account Manager for Jive Software, a company that is the leading provider of modern communication and collaboration solutions for businesses.

• Deliver world-class customer service to Jive's most critical accounts
• Manage incidents to resolution, effectively coordinating resources across Support, Hosting, Engineering and Services
• Advise clients on optimal approaches to technical challenges based on expert understanding of the Jive platform and customer environment
• Conduct recurring meetings with customers to ensure operational effectiveness and customer satisfaction
• Serve as primary point of contact inside and outside the company for escalated Support issues
• Drive continuous improvement of products and processes inside Jive through careful consideration of customer feedback.

Technical Support Analyst for Jive Software where we provide top tier customer service to a wide array of businesses ranging from small to enterprise level. Jive Support has won multiple awards for their outstanding customer service and technical support.

• Maintain happy customers by using customer service skills to keep communications clear, positive, polite, productive, and responsive
• Clearly define issues using excellent judgment on cases to identify priorities
• Effectively juggle these priorities using excellent time management skills
• Interface directly with Jive customers on our industry leading collaboration platform
• Research and troubleshoot to manage and resolve customers’ product questions and issues
• Provide technical feedback with a strong perspective on customer needs
• Identify root cause issues and look for patterns in the Support queue to get the jump on urgent issues
• Use strong writing skills to document solutions in our online community
• Collaborate across the organization to resolve customer and product issues, including but not limited to Support, Engineering, Product Management, Sales and Accounting
• During my time as a TSA, I took on additional roles to help where it was needed. This included taking on the Support Enablement role for 3 months as well as helping out with our Account Support role while our new hire was being trained.