DELELON ANDERSON-PRESLEY
Athens,GA
Summary
Boasting over a decade of experience at Sage, expertise lies in nurturing customer relationships, enhancing cross-functional collaboration, and boosting product adoption. A commitment to elevating customer satisfaction is evident through continuous feedback analysis to guide product enhancements. With a rich background in product mentorship and strategic account management, there's an eagerness to excel as Sage's next Customer Support Account Manager.
Overview
12
12
years of professional experience
Work History
Principal Customer Support Analyst
Sage
01.2018 - Current
- Partnered with Sage Fixed Assets, Customer Service, and Leadership team, leveraging Microsoft Office Power Platforms to design and implement streamlined workflows, enhancing process efficiency.
- Actively sought and analyzed customer feedback to drive iterative enhancements in Sage products, collaborating closely with cross-functional teams to implement valuable insights into product development and support strategies.
- Designed multiple reports using Power BI to analyze YoY data for lead referrals, conduct Risk Assessment submissions to gauge customer experiences, and generate managerial reports for backline colleagues' daily activities.
- Conducted customer consultations to review and optimize service delivery, including customizing financial statements, managerial reports, and tailored payroll formulas in line with Sage 50 Accounting's features.
- Spearheaded strategic account management by leading multiple customer consultations, assessing unique needs, and aligning them with Sage 50 Accounting's inherent capabilities, fostering long-term relationships and ensuring customer loyalty.
- Persuasively managed customer accounts, leveraging resourcefulness to review entitled services and recommend optimal complementary solutions aligned with customers' needs and objectives.
Supervisor Customer Support
Sage
01.2017 - 01.2018
- Championed diversity by leading and mentoring a diverse team of analysts, valuing their unique strengths, and ensuring continuous professional development for superior customer service delivery.
- Collaborated actively with the customer service department to optimize team workflows and implement best practices, resulting in more efficient operations.
- Played a vital role in hiring during increased support call volume, ensuring the team was adequately staffed and trained.
- Analyzed and provided feedback on analyst performance to identify areas for improvement, ensuring adherence to support procedures and product knowledge.
Analyst Associate Customer Support
Sage
01.2012 - 01.2017
- Demonstrated courage by addressing and managing challenging managerial escalations head-on, ensuring a 95% first-contact resolution rate, and holding the team accountable for superior customer satisfaction.
Offered remote support for software releases and third-party app integrations, ensuring seamless software deployment and reduced customer integration issues. - Collaborated with cross-functional teams, including sales, product management, and engineering, to relay customer feedback, leading to iterative product enhancements.
Conducted training sessions for junior analysts, fostering a culture of continuous learning and enhancing the overall efficiency of the support team. - Adapted to diverse customer needs and situations using tools like SAP CRM and LogMeIn, ensuring swift and efficient issue resolution.
Played a key role in documenting and refining support processes, ensuring quicker issue resolution, and establishing a robust knowledge base for the team. - Leveraged coaching and mentoring expertise during team meetings and real-time call engagements, offering on-the-spot guidance and sharing best practices to enhance team performance and improve customer service strategies.
Education
Associate of Applied Science - Computer Support
Athens Technical College
Athens, GA06.2011
Skills
- Cross-functional Collaboration
- Strategic Account Management
- Managerial Escalation Resolution
- Customer Relationship Management
- Complex Issues Management
- Smartsheet
- Pivot Tables
- SQL Knowledge
- Microsoft Power BI
- Microsoft Office Suite
- Client Consultation & Service Review
Timeline
Principal Customer Support Analyst
Sage
01.2018 - Current
Supervisor Customer Support
Sage
01.2017 - 01.2018
Analyst Associate Customer Support
Sage
01.2012 - 01.2017
Associate of Applied Science - Computer Support
Athens Technical College
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