Carlos J. Schroeder-Arce

• Managed a team of customer support analysts for accounting and fundraising software products developed for the non-profit market, providing ongoing training and development opportunities.
• Established a positive work environment for the support team, fostering open communication channels and boosting employee morale.
• Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
• Collaborated cross-functionality with Sales, Training Services, Marketing and R&D teams to streamline the customer support process for faster resolution times and improved customer experience.
• Implemented knowledge management systems that enabled analysts to quickly access information needed to resolve customer issues effectively.

December 2007-October 2012

CSA (Customer Support Analyst) II

• Responsible for providing a high level of telephone support to accounting software customers and business partners, documenting program defects, responding to e-support requests, responding to inquiries posted on company’s customer forums, authoring content for on-line knowledgebase.
• Serving as a knowledge resource for newer analysts as it pertains to both the software and to soft skills, updating procedural documentation related to knowledge capture of case notes, researching data-related issues and creating scripts for data analysis and repair.

July 2005-December 2007 See further below for other jobs while living in California and Boston.

June 2002-July 2005

Customer Support Supervisor

• Supervised of a team of seven Customer Support Analysts (CSAs) including coaching/motivating, scheduling, coordination of training, salary review, and conducting quarterly and annual performance evaluations.
• Directly involved in interviewing, hiring, and training new employees, developing and assuring compliance with departmental policies and procedures, reviewing and approving articles for the online customer knowledgebase, and authoring correspondence for mass communications to company’s customer base.

October 1999-June 2002

Senior CSA (Customer Support Analyst)

• Provided a high level of telephone support to accounting software customers, training for other CSAs, and documented program defects.
• Researched data-related issues and created SQL scripts for data analysis and repair.

• Managed journal entries, billing, and reconciliations for a private-pay home health care company,
• Managed and trained accounting clerk to assist with accounting duties
• Conducted extensive software research to determine best migration option as the company had outgrown its QuickBooks solution
• Began implementation process including chart of accounts mapping and importation into PeachTree

• Responsible for development of internal training courses for the support department
• Conducted customer training via phone and on-site sessions, was a member of call escalation team, which was responsible for ensuring that escalated customer issues were handled efficiently
• Handled the customer survey function, which included sending out weekly surveys for support calls, customer training sessions, and consulting sessions, following up with calls to customers who responded with low survey scores, and follow up coaching for the support staff

• Company Overview: (formerly BEST)
• Responsible for supervision of a team of seven Customer Support Analysts (CSAs) including coaching/motivating, scheduling, coordination of training, salary review, and conducting quarterly and annual performance evaluations
• Directly involved in interviewing, hiring, and training new employees, developing and assuring compliance with departmental policies and procedures, reviewing and approving articles for the online customer knowledgebase, and authoring correspondence for mass communications to company’s customer base
• (formerly BEST)

• Company Overview: (now SAGE)
• Responsible for providing a high level of telephone support to accounting software customers, providing training for other CSAs, and documenting program defects
• Also responsible for researching data-related issues and creating scripts for data analysis and repair
• (now SAGE)