Cindy Watts
Ellenboro
Summary
Seasoned Support Specialist with background in troubleshooting, customer service, and technical support. Strengths include problem solving, team collaboration, and communication skills. Known for delivering high-quality assistance to customers while exceeding expectations. Previous roles resulted in improved client satisfaction and streamlined processes within departments.
Overview
25
25
years of professional experience
Work History
Customer Support Specialist, Project Manager
eProductivity Software
01.2018 - Current
- Implementing software and following up to insure successful adoption
- Facilitating meetings with internal and external resources for maximum efficiency and productivity
- Creating and managing milestones
- Managing and Mitigating Risks
- Developing and updating point by point project plans
- Facilitating Scope Change Requests
- Managing Project Budgets
- Scheduling and tracking revenue for consultants during discovery, solution implementation, and delivery
- Working with internal and external teams to manage IT projects related to implementations
- Analyzed and resolved issues related to print industry software
- Created and maintained knowledge articles for clients
- Recorded issues and resolution details
- Remained up to date on products and upgrades
- Served as a liaison between clients and the development team
- Produced weekly reports for clients thru Salesforce and Atlassian to manage IT backlog
Project Manager, Software Trainer, Software Implementer
Jenesis Software
03.2009 - 12.2017
- Created training software for new and existing clients in both text and video formats
- Implemented software for new clients
- Developed new process flows for training and supplemental materials (quizzes and activities)
- Documented social media posts, alerts, blogs, and FAQs
- Built and maintained Wordpress websites for clients
- Conducted virtual training sessions with clients
- Trained new employees on workflow structure and internal procedures
- Conducted weekly systematic tests on software changes to reduce defect rates
- Planned and implemented software process changes with development team
- Evaluated internal ticketing processes and implemented interoffice transfers
Customer Retention, Technical Support, Manager Strategic Operations - Voice Support
Earthlink
07.2000 - 10.2007
- Managed 23 agents on customer service and retention teams
- Created employee evaluation system to increase employee productivity
- Managed 20 agents testing new products and initiatives
- Monitored agent level and campaign performance (KPIs, workforce adherence, quality)
- Built processes, procedures, and policies to support 200+ agents and customer base
- Evaluated use case scenarios to improve performance
- Analyzed risk to improve processes
- Documented functional process, software and tool requirements
Education
Business Administration -
DeVry Institute of Technology
Skills
- Salesforce
- Jira
- Kanban boards
- Atlassian
- Confluence
- Smartsheets
- Microsoft Office 365
- Microsoft Teams
- Sharepoint
- Webex
- Waterfall and Hybrid PM Methodologies
- Wordpress Website
- Camtasia
- Six Sigma Methodology
- Franklin Covey Time Management
- Success Performance Evaluation
- PMI Member
Timeline
Customer Support Specialist, Project Manager
eProductivity Software
01.2018 - Current
Project Manager, Software Trainer, Software Implementer
Jenesis Software
03.2009 - 12.2017
Customer Retention, Technical Support, Manager Strategic Operations - Voice Support
Earthlink
07.2000 - 10.2007
Business Administration -
DeVry Institute of Technology
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