Alison Lindsey

Branch Success and Application Help Desk Manager

Benchmark Mortgage

07.2023 - Current

Delivers concierge onboarding experience as the primary point of contact for new branches and new branch employees.
Develops and executes onboarding plans for new branches and new branch employees. This includes identifying specific needs of each branch, creating onboarding plans, and coordinating with other departments to ensure smooth onboarding processes.
Coordinates with other departments to ensure new branches have access to resources they need.
Manages resolution of business and technical issues that may arise during the onboarding process. This includes working with other departments for resolution.
Monitors support and change management needs of new branches and provides feedback to management.
Manages the transition from onboarding to business as usual with corporate departments and the Application Help Desk.
Manages the Application Help Desk team and support processes, including resource management, scheduling, and efficient/effective ticket management.
Acts as the escalation point for complex or sensitive support issues.
Coaches and trains end-users on functions, features, and basic troubleshooting of software.
Identifies training needs by analyzing support requests and communicating needs to our Training Department.
Authors and sends company alerts related to support issues.
Works with Tier 2 support team and company stakeholders on reported errors and bugs on newly released software.
Assists in user acceptance testing before release fixes.
Assists with updating technical support best practices for use by my team.
Optimize ticketing system workflows, leading to more organized task management and prioritization.
Coordinates secure system access of users to various department systems and platforms.
Serves as a primary point of contact for executive-level support requests, ensuring prompt and professional resolution of high-priority concerns.
Successfully manages multiple projects simultaneously, delivering on time and within budget constraints while maintaining high standards of service delivery.
Streamlined help desk operations for increased efficiency and faster response times.
Researches product and issue resolution tactics to address customer concerns.
Recruits, trains, and supports help desk technicians and representatives.
Resolves escalated issues by serving as subject matter expert on wide-ranging issues.
Demonstrates high-level initiative and creativity while tackling difficult tasks.