LuAnn Radford
Omaha,NE
Summary
Strategic operations and customer success professional with extensive experience managing relationships and mentoring team members. Actively liaises between product teams and customer support to enhance processes and improve customer satisfaction.
Overview
13
13
years of professional experience
Work History
SME Customer Success
Cole Information/XpressdocsData Solutions
Omaha, USA
01.2021 - 01.2026
- - Liaison between Product Team, Engineering/Development and Customer Support
- - Developed product support workflows to improve issue resolution processes and enhance customer support efficiency
- - Manage/Build internal and external relationships via phone, email, chat
- - Diagnosed and resolved hardware and software issues for PC and MAC users, enhancing overall user satisfaction
- - Created and maintained intranet site for customer support, streamlining access to resources and information
- - Administrator, metered and secure SaaS products
- - Bug/Issue identification, documentation, escalation and tracking
- - Technical writer, internal and external documents
- - Import, export, manipulate data using Excel formulas and macros
- - DIY email marketing creation and support
- - Database updates
- - Mentoring new team members
Account Manager, SME & Product Support
Infofree.com
Omaha, USA
01.2013 - 01.2021
- - Manage/Build internal and external relationships via phone, email, chat
- - Liaison between Product Team, Engineering/Development and Customer Support
- - Administrator, metered and secure SaaS products
- - Create Product Support workflows
- - Diagnose and resolve hardware and software issues, PC and MAC
- - Bug/Issue identification, documentation, escalation and tracking
- - Import, export, manipulate data using Excel formulas and macros
- - Create and maintain intranet site for customer support
- - Technical writer, internal and external documents
Education
Diploma - Strategic Planning and General Management
Salt Lake Community College
Salt Lake City, UTAssociate of Applied Science degree - Electronic Engineering
Western Iowa Tech Community College
Sioux City, IASkills
- Customer relationship management
- E-commerce solutions
- Salesforce
- Microsoft Dynamics
- Hubspot
- Customer satisfaction metrics
- Invoicing/Billing
- Data analysis
- MySQL
- Microsoft Office
- Windows and MAC environments
- Agile
- Scrum
- JIRA
- Trello
- Producteev
- Microsoft Visio
- Webex
- Accountability
- Slack
- Zoom
- Time and task management
- Workflow creation
- Issue identification
- Risk assessment
- Conflict Resolution
- Adaptable and Flexible
- Accountability
- Collaboration
- Training and mentoring
- Employee development
- Team building
- Liaison coordination
- Decision-making
- Goal setting
- Change management
- Processes and procedures
- Attention to detail
- Decision-making
- Change management
- Processes and procedures
- Employee development
- Team building
- Liaison coordination
- Data analysis
Roles And Responsibilities
- Manage/Build internal and external relationships via phone, email, chat
- Diagnose and resolve hardware and software issues, PC and MAC
- Import, export, manipulate data using Excel formulas and macros
- DIY email marketing creation and support
- Administrator, metered and secure SaaS products
- Liaison between Product Team, Engineering/Development and Customer Support
- Create and maintain intranet site for customer support
- Technical writer, internal and external documents
- Create Product Support workflows
- Bug/Issue identification, documentation, escalation and tracking
- Database updates
- Mentoring new team members
Timeline
SME Customer Success
Cole Information/XpressdocsData Solutions
01.2021 - 01.2026
Account Manager, SME & Product Support
Infofree.com
01.2013 - 01.2021
Diploma - Strategic Planning and General Management
Salt Lake Community College
Associate of Applied Science degree - Electronic Engineering
Western Iowa Tech Community College