Amy Pearson
Technical And Customer Support Manager
Palm Coast,FL
Summary
Driven professional with 15+ years of experience in technical and customer support management roles. Creative solution seeker with appraisal industry knowledge, including technical acumen. Seeking a position that will allow for knowledge expansion but also challenges. Possess strong ability to anticipate and execute on customer and client needs, implementing performance and efficiency strategies to not only meet, but also raise service level expectations, while creating strong employee and client relationships.
Overview
16
16
years of professional experience
2
2
years of post-secondary education
Work History
Customer Support Manager
ACI
Palm Coast, FL
05.2019 - 01.2022
- Managed operational activities of contact center including quality monitoring, contact, account and ticket workflow, scheduling for 20+ member team, including technical and sales support
- Maintained current and thorough knowledge of regulatory and compliance requirements for appraisal industry-specific standards
- Provided performance feedback to team members, addressing performance gaps, analyzing performance, using data from KPI’s, surveys, and customer feedback to strengthen relationships and facilitate employee growth, while strengthening customer connections
- Created, presented, and maintained daily, weekly, and monthly sales and service statistics to executive level team members, including renewal and new purchase revenue, client contact statistics, which in turn, assisted with forecasting revenue
- Retained customers by suggesting solutions and alternatives to cancellation requests
- Organized communication efforts with Product and Development teams to identify, address and resolve program issues in an effective and timely manner, ensuring minimal systems down time
- Orchestrated and implemented training program for on-boarding, both onshore and offshore team members, allowing for expanded support resources for customer base.
Sr. Support Tech | Team Lead
ACI
Palm Coast, FL
08.2005 - 05.2019
- Delivered support assistance to new and existing customers, which requires very strong working knowledge of ordering systems and software licensing systems
- Identified concerns and resolved customer complaints with strong verbal and negotiation skills, keeping number of escalations to a minimum
- Displayed strong interpersonal skills and courtesy in all interactions, creating strong relationships with clients and co-workers
- Attained extensive knowledge of Microsoft based applications and how they relate/interact with proprietary software products, acquiring in-depth knowledge of Windows based environments
- Cultivated strong troubleshooting, networking, diagnostic skills and familiarity with testing environments
- Achievements
- Partnered with SalesForce Admins to implement, configure, and subsequently train employees to use SalesForce.com as a CRM, sales tracker and pipeline setup, as well as integration SalesForce chat on company site to further enhance customer experience
- Trained and managed both on and off shore employees, developing and tracking KPI’s to ensure proper team performance
- Operated website and web-store development, maintenance, and content creation, acquiring extensive WordPress and WooCommerce knowledge
- Created process for clients to be able to renew services online, creating $200k - $300k monthly in revenue that didn’t require customer contact
- Www.aciweb.com
- Overhauled billing processes for enterprise accounts, creating cohesive, simple yearly billing procedures, which in turn increased revenue
- Developed tailored training scripts and materials for employee, individual user
- And enterprise training programs.
Education
No Degree - General Studies
Miami Dade College
Miami, FL 08.1996 - 07.1997
Certificate Diploma - Massage Therapy
Daytona State College
Daytona Beach, FL 08.2003 - 05.2004
Skills
Background in Appraisals and Valuations
Customer Relations
Team Building
Training and mentoring
Inter-department collaboration
Systems and software programs
Account management
Accomplished manager
Accomplishments
- Spearheaded implementation and trained staff to use SalesForce.com as a CRM, sales tracker and pipeline setup, in addition to integrating SF chat on company website to further enhance customer experience.
- Operated and oversaw website and web-store development, maintenance, and content creation, acquiring extensive WordPress and WooCommerce knowledge.
- Developed process for clients to be able to renew services online, creating $200k - $300k monthly in revenue. www.aciweb.com.
- Overhauled billing processes for enterprise accounts, creating cohesive, simple yearly billing procedures, which in turn increased revenue.
- Developed tailored training scripts and materials for employee, individual user. and enterprise training programs.
Timeline
Customer Support Manager
ACI
05.2019 - 01.2022
Sr. Support Tech | Team Lead
ACI
08.2005 - 05.2019
Certificate Diploma - Massage Therapy
Daytona State College
08.2003 - 05.2004
No Degree - General Studies
Miami Dade College
08.1996 - 07.1997