Aimee Mantach
Livermore,CA
Summary
Dedicated and results-driven Business Analyst with a strong analytical mindset and a passion for enhancing customer experiences. Seeking to leverage analytical skills and a customer-centric approach to contribute to a dynamic company as a Customer Support Analyst.
Overview
8
8
years of professional experience
Work History
Business Analyst
Infor
01.2022 - Current
- Assist Product Manager with software development roadmap
- Participate in Agile development processes, translating business needs into actionable user stories for development team
- Collaborate with development team to ensure accurate implementation of system enhancements
- Create requirements analysis documentation and ensure product design functionality
- Validate, prepare, and execute training to internal teams while providing documentation to customers on new features
- Assist Development and QA teams on validating new features introduced for future release updates
- Plan and execute customer webinars on software features while providing live Q&A once a quarter
Senior Product Support Analyst
Infor
04.2020 - 01.2022
- Managed customer support through chat, phone, and email
- Provided initial response to incidents from customers within established SLA’s
- Maintained CSAT score of 4.8 (out of 5) or above for all customer surveys
- Captured client feedback and recommended and advocated for product enhancements based on personal expertise and evaluation of customer needs
- Worked directly with Development team to escalate customer issues when applicable
- Assisted in creating training materials and provided support to end-users during system updates
- Collaborated with Development and QA teams on validating new features introduced for future release updates
- Troubleshot and tested client-reported product defects and liaised with quality assurance for deployment of fixes
Consultant
Infor
04.2019 - 04.2020
- Project Manager for customer onboarding
- Provided first line support and communication during customer implementation phase
- Worked with clients to provide successful delivery of Sales and Catering product while ensuring product adoption
- Worked with Project Managers to coordinate other Infor product integrations.
- Worked directly with Support team on internal and external training documentation.
- Successfully implemented 37 new Sales and Catering sites
Customer Success Specialist
Reserve Interactive
07.2015 - 04.2019
- Provided support to Customer Success Manager and assisted with implementing new customers
- Provided first line customer support and communication with new implementations
- Collaborated with Product Owner and Development team on new features
- Assisted with creating and updating training documentation in product training library.
- Successfully converted and implemented 347 sites to cloud version of Sales and Catering product
Support Analyst
Reserve Interactive
04.2015 - 07.2015
- Managed customer support through chat, phone, and email
- Worked with Support team to develop training videos and documentation for customers
- Worked with Implementation team on supporting key customers and escalating incidents to development when applicable
- Collaborated with Product Owner and Development team on new features
- Assisted with creating and updating training documentation in product training library.
Education
Bachelor’s of Arts - History
California State East Bay University
Hayward12.2014
Associate of Arts - Humanities
Butte Community College
Oroville, CA2010
Skills
- Cross-Functional Collaboration
- Strong Communication Skills
- CRM Systems (Salesforce)
- Data Analysis and Interpretation
- Customer-Centric Problem Solving
- Agile Methodologies
Timeline
Business Analyst
Infor
01.2022 - Current
Senior Product Support Analyst
Infor
04.2020 - 01.2022
Consultant
Infor
04.2019 - 04.2020
Customer Success Specialist
Reserve Interactive
07.2015 - 04.2019
Support Analyst
Reserve Interactive
04.2015 - 07.2015
Bachelor’s of Arts - History
California State East Bay University
Associate of Arts - Humanities
Butte Community College