Summary
Overview
Work History
Education
Skills
Timeline
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Lynette Whidden

Azle,TX

Summary

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing software support to users and developing and implementing technical solutions. Organized and dependable with a positive attitude.

Overview

27
27
years of professional experience

Work History

Customer Support Manager

OpenGov
05.2019 - Current
  • Managed customer service effectiveness by monitoring performance and assessing metrics.
  • Motivated and developed employees to overcome challenges and achieve goals to boost efficiency and performance.
  • Handled complex and sensitive client relations and quality control issues to minimize negative impact to business direction.
  • Identified process enhancements to reduce inconsistencies and drive improvements to support ongoing company success.
  • Collaborated with cross-functional departments to formulate product and process improvements based on customer feedback.
  • Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
  • Liaised with IT department to report technical issues and formulate trouble-shooting procedures.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.

Financial Software Support

Stw Inc.
10.2000 - 05.2019
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Diagnosed and troubleshot financial software for General Ledger, Payroll/HR, Accounts Payable and Budget.
  • Researched and identified solutions to technical problems.
  • Implemented technical solutions to solve customer issues and increase satisfaction.
  • Connected to computer of client using remote link to install programs and applications.
  • Resolved payroll discrepancies quickly and successfully.
  • Provided customer support to clients regarding payroll processes and issues.
  • Maintained strict confidentiality of all payroll information and records.
  • Documented technical issues and solutions to enable tracking history and maintain accurate logs.
  • Monitored systems in operation and quickly troubleshot errors.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Configured and tested new software.

Director of Finance

City Of Kennedale
01.1997 - 10.2000
  • Monitored budget and revenue trends, compiling reports for city leadership to inform decision-making.
  • Completed filings and upheld strict compliance with regulatory agencies and supervisors.
  • Established and enforced controls on revenue and expenses to protect city assets.
  • Assisted with recruiting, interviewing and hiring new department employees.
  • Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
  • Prepared internal and regulatory financial reports, balance sheets and income statements.
  • Maintained "open door" policy to encourage employee communications and resolution of issues.
  • Coordinated and worked with management on performance evaluations, supervisory practices, dispute resolution, and employee accountability.
  • Educated employees on company policy and kept employee handbook current.

Education

Bachelor of Science - Accounting

DeVry University
Irving, TX

Skills

  • Cloud Technologies
  • Issue Triaging
  • Customer Support and Education
  • Customer Implementation Support
  • Payroll Management
  • Financial Information Systems
  • Data Analysis
  • Meeting Deadlines

Timeline

Customer Support Manager

OpenGov
05.2019 - Current

Financial Software Support

Stw Inc.
10.2000 - 05.2019

Director of Finance

City Of Kennedale
01.1997 - 10.2000

Bachelor of Science - Accounting

DeVry University

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Lynette Whidden