Shari Millett
Customer Support Professional
Georgetown,TX
Summary
Organized and efficient Customer Support Supervisor supporting corporate level officers and senior management personnel with demonstrated expertise in financial and operational leadership. Adroit professional exemplifies multidisciplinary managerial skill in process, procedure and policy improvement initiatives. Accomplished in workflow optimization techniques implementation which increase productivity, reduce labor and maintain business integrity and quality of service.
Overview
12
12
years of professional experience
2
2
years of post-secondary education
Work History
Customer Support Analyst
Wheel
Austin, TX
02.2022 - Current
- Worked within task management system to receive, manage and close support requests.
- Recognized escalation needs and connected customers with advanced support staff.
- Identified trends in client requests and helped management get ahead of ongoing problems.
- Partnered with sales, operations and field service teams to coordinate solutions.
- Supported customers throughout incident response, management and resolution to deliver expert assistance for technical needs.
- Crafted intelligent, professional responses to emailed and web chat customer questions.
Customer Support Supervisor
Wheel
Austin, TX
08.2021 - 02.2022
- Developed and started overnight and weekend shift.
- Resolved issues through active listening and open-ended questioning, escalating major problems to Director.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Tracking, analyzing, and delivering to senior management accurate call volume, service level statistics, staffing plans and resource requirements to enable optimal operations in call center.
- Help troubleshoot in real time and help clinicians through onboarding and training process.
- Oversaw team of 5 providing exceptional support to team of hundreds of medical professionals.
Lead Technical Client Analyst (Remote)
Saddle Oak Software
Arlington, TX
03.2018 - 02.2021
- Familiarity with all aspects of customer business including QuickBooks, accounting, inventory, warehouses, manufacturing, shipping, and invoices.
- Integration with multiple e-commerce, shopping and shipping platforms including Shopify, BigCommerce, Ship Station, PayPal, and others
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Collaborated closely with upper management to drive strategy through development and implementation of new processes.
- Opened, tracked, and resolved incident response and service requests, ensuring problem ownership, promoting end user satisfaction.
- Oversaw document development across project workstreams to create internal control statements per compliance and regulatory standards.
- Handled over 50 cases per week to address customer inquiries and concerns.
Customer Service Supervisor
Liveops
Austin, TX
09.2018 - 08.2020
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Coached employees through day-to-day work and complex problems.
- Managed call volumes and maintaining Service Level Agreements by making sure all reps were available and ready to take calls
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Handled escalated issues, including issuing credits and customer satisfaction compensation.
- Provide coaching and development, conducting individual and group meetings, identify training needs, reviewing effectiveness of current training programs, and making recommendations to management to enhance existing training programs.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
Lead Implementation Specialist (Remote)
Active8 LLC
Lewisville, TX
10.2017 - 05.2018
- Focused solutions on industry-specific workflow, client base and protocols, tailoring implementations to client needs.
- Assisted account executives with strengthening client relationships through targeted solutions.
- Developed training documentation, user guides, quick tips, webinars, training videos, and other training content for end-Clients.
- Escalate any widespread issues to Direct r as identified e.g., high volume of calls pertaining to similar issue, etc.
- Served as "admin" for all aspects of Active8 (functionality, usage, configuration) and associated applications.
- Explained complex, technology-related issues in basic, understandable terms to clients.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
Technical Client Support Analyst (Remote)
Xerox
AUSTIN, TX
05.2016 - 05.2017
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Provided support to non-technical users through phone, email and chat support services.
- Used ticketing systems to manage and process support actions and requests increasing SLA from mid 70's to over 90%.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Technical Support Representative
Volt Workforce Solutions
AUSTIN, TX
08.2015 - 01.2016
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Fielded average of 70 inbound phone calls to deliver support and remotely resolve service issues
Technical Client Support Analyst
Department Of Veterans Affairs Financial Services
Austin, TX
12.2014 - 12.2015
- Integrated Salesforce CRM and other customer relationship management software into support operations increasing productivity by over 30%.
- Capture and define any project activities, deliverables, and timelines that must be executed in performance of specified work for client.
- Translated complex technical issues into digestible language for non-technical users.
- Review documentation authorizing payments, reimbursements, and travel to provide status updates and respond to user/customer inquiries.
- Built and maintained internal knowledge bases for support products to expand available feedback and performance data.
Premium Technical Account Manager
PeopleAdmin
Austin, TX
01.2014 - 05.2014
- Built long-term trusted partner relationships to manage stakeholder expectations and meet revenue growth goals.
- Engaged in tool and process improvements to streamline customer success activities and services.
- Participated in product innovation by identifying and representing customer needs and presenting new product capabilities.
- Developed and executed solutions to customer needs and drivers through hands-on engagement.
- Provided technical troubleshooting and problem solving for clients with installed equipment or system issues.
- Recommended changes, improvements or enhancements in products to product development team based on customer feedback.
- Issue Tracking using Salesforce and Zendesk.
- Managed over 15 accounts increasing customer satisfaction in less than 90 days.
Senior Implementation Specialist
PeopleAdmin
Austin, TX
07.2011 - 01.2014
- Focused solutions on industry-specific workflow, client base and protocols, tailoring implementations to client needs.
- Team lead for Higher Education Contracts of SaaS product.
- Suggested solutions to developing problems during project so that correct modifications could be made.
- Documented specialized data and requirements to address business demands.
- Assessed project scope to confirm details and understand customer expectations in advance.
- Explained complex, technology-related issues in basic, understandable terms to clients.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Created documentation and reference material, increasing productivity by over 30%.
Education
Associate of Applied Science -
Austin Community College
Austin, TX 05.2008 - 01.2010
Associate of Applied Science -
New Mexico State University
Carlsbad, NM 08.1993 - 05.1994
Skills
Staff Management
Policy and procedure modification
Analytical and Critical Thinking
Scheduling
Documentation and control
Zendesk
Salesforce
Slack
Timeline
Customer Support Analyst
Wheel
02.2022 - Current
Customer Support Supervisor
Wheel
08.2021 - 02.2022
Customer Service Supervisor
Liveops
09.2018 - 08.2020
Lead Technical Client Analyst (Remote)
Saddle Oak Software
03.2018 - 02.2021
Lead Implementation Specialist (Remote)
Active8 LLC
10.2017 - 05.2018
Technical Client Support Analyst (Remote)
Xerox
05.2016 - 05.2017
Technical Support Representative
Volt Workforce Solutions
08.2015 - 01.2016
Technical Client Support Analyst
Department Of Veterans Affairs Financial Services
12.2014 - 12.2015
Premium Technical Account Manager
PeopleAdmin
01.2014 - 05.2014
Senior Implementation Specialist
PeopleAdmin
07.2011 - 01.2014
Associate of Applied Science -
Austin Community College
05.2008 - 01.2010
Associate of Applied Science -
New Mexico State University
08.1993 - 05.1994