Christine Ehrichs
Moorhead
Summary
Highly skilled SaaS consultant with exceptional interpersonal, problem-solving, and analytical abilities. Passionate about helping clients achieve success through expert advice and strategic guidance. Proven experience in optimizing operations, managing software development lifecycles, and resolving complex issues.
Overview
8
8
years of professional experience
Work History
Consultant, Delivery Assurance & Quality Services
WEX Inc.
05.2023 - Current
- Managed client relationships through regular check-ins and updates on project progress.
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
- Develop accurate end to end user acceptance test plans for new customer implementations, custom features and customer specific testing.
- Lead customers through development and execution of test cases.
- Contribute to and maintain team process documentation ongoing.
- Partner with internal teams to resolve issues discovered in testing.
Team Lead, Technical Support Services
WEX Inc.
10.2022 - 05.2023
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Resolved problems and escalated high-level issues within established timeframes.
- Ensure timely follow-up and resolution of inquiries/issues to meet the partner service level agreements needs, and expectations.
- Assisted in the recruitment and onboarding of new team members.
- Delegated tasks to team members according to project requirements and employee strengths.
Service Manager
WEX Inc.
09.2021 - 10.2022
- Met with customers to discuss service needs and offer available solutions.
- Resolved customer complaints in professional and timely manner.
- Monitored progress of ongoing software projects and determined necessary steps.
- Assisted in the development of customer service tools and systems.
- Implemented and developed operational standards, policies and procedures.
- Evaluated employee performance, recommending personnel for promotion, transfer, or dismissal.
Technical Support Engineer
WEX Inc.
07.2019 - 09.2021
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Managed relationships with partners, served as the primary contact and trusted advisor for product functionality inquiries and technical support related issues
- Communicate and be the focal point for escalations, internal communications with other support and operations teams, and ensure communications are timely and thorough
- Collaborate with partner services and technical services teams to identify improvements and improve partner satisfaction.
Software Support Analyst
Discovery Benefits
09.2016 - 07.2019
- Collaborated with development teams to communicate customer feedback, resulting in improved user experience and increased customer satisfaction.
- Increased first-call resolution rates by maintaining up-to-date knowledge of software updates, patches, and bug fixes.
- Investigate product questions, troubleshoot and document technical issues related to benefit administration software
- Developed training materials and procedures, and trained users in proper use of hardware and software
- Modified and customized commercial software for internal needs.
Education
B.S - Health Services Administration
Minnesota State University
Moorhead08.2016
Skills
- Problem-Solving
- Attention to Detail
- Team Leadership & Development
- Client Relationships
Timeline
Consultant, Delivery Assurance & Quality Services
WEX Inc.
05.2023 - Current
Team Lead, Technical Support Services
WEX Inc.
10.2022 - 05.2023
Service Manager
WEX Inc.
09.2021 - 10.2022
Technical Support Engineer
WEX Inc.
07.2019 - 09.2021
Software Support Analyst
Discovery Benefits
09.2016 - 07.2019
B.S - Health Services Administration
Minnesota State University
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