JEREMY SPENCE-KUCERA

Work History

RAPID RESPONSE

10.2018 - Current

Conduct interviews to determine who is best prepared for promotion
Educate representatives in skills and practices needed to succeed with customers
Create and facilitate workshops to prepare representatives for upcoming time-sensitive product knowledge changes, as well as workshops for skills improvement for representatives who require additional help
Run reports and use dashboards within RingCentral/InContact to identify how well representatives are doing in meeting metrics goals, as well as help identify when representatives may be struggling and require additional help
Use conflict management skills to engage customers in order to come to mutually-satisfying resolutions
Accomplishments
Created and led workshops for underperforming representatives, leading to 70% decrease in questions asked in support
Worked with multiple internal teams to transition company to Salesforce Lightning, including being responsible for transitioning e-mail templates from prior version of Salesforce into Lightning
Trained new employees and onboarded them to get them up to speed and answering calls within 8 weeks of starting.

UKG

07.2016 - 09.2018

Supported customers using Cognos Business Intelligence tools in SaaS environment with questions related to their custom reports
Educated customers in both specific technical problems and broader problem-solving techniques to enable customers to resolve issues on their own

UKG

02.2014 - 07.2016

Provided support to customers in SaaS environment to resolve time-sensitive issues related to payroll, HR, and vendor interface-related issues, collaborating with colleagues in multiple departments as needed
Accomplishments
Promoted to Tier II support after 14 months as Tier I (4/6/15)
Promoted to Senior support after 13 months as Tier II (5/16/16)
Acted as Team Lead when current Team Lead was away or unavailable
Provided regular help training new Rising Stars and Rapid Response support professionals

04.2013 - 02.2014

Used self-taught skills to provide individual clients with guidance in facilitating workshops as well as creating training materials for various products and skills workshops
Develop original content through social listening and independent sources
Organized collected information to produce well-written articles
Wrote quality content for clients, enabling site visitors to quickly obtain information
Identified target audiences to analyze characteristics, behavior and media habits
Observed tight deadlines and strict budgetary controls to avoid waste and streamline costs

MERIT PROPERTY MANAGEMENT

06.2010 - 03.2013

Created training material for company-wide upgrade of software to allow for asynchronous, self-directed learning for approximately 1000 employees
Facilitated educational workshops for groups of all sizes on use of software, internal company processes, and in-person site reviews and vendor interaction
Accomplishments
Used resources to become self-taught LMS administrator and Captivate training module administrator for entire company
Created new training method for teaching employees at all levels about various aspects of working in Homeowners Association industry using HTML, QR code technology and smartphones for just in time education.