SHARON SCHALICK
Harri
Mesa,AZ
Work Preference
Desired Job Title
Enterprise Customer Success ManagerImplementation AnalystSaaS Customer Support Specialist
Work Type
Full Time
Location Preference
RemoteHybrid
Location:
Mesa, AZ
Open to relocation:
No
Minimum Desired Compensation
$87500/yr
Important To Me
Work-life balanceCareer advancementWork from home optionCompany Culture
12
years of professional experience
Results-driven Enterprise SaaS Support professional specializing in troubleshooting complex software issues and collaborating with Engineering, Product, and Implementation teams to enhance client satisfaction. Expertise in translating technical concepts into clear customer guidance, developing technical documentation, and optimizing support processes. Proven experience in SaaS and HR/workforce software, software implementation, and project coordination.
Work History
Enterprise Support Analyst
2 Years 9 Months- Support a portfolio of 8 clients, including 4 enterprise accounts, managing complex and escalated technical issues across recruiting, onboarding, scheduling, and HRIS functionality.
- Manage approximately 215 support tickets per month while providing timely, clear communication to clients and internal stakeholders.
- Investigate software issues by analyzing system configurations, workflows, and integrations to identify potential root causes and determine appropriate resolutions.
- Partner with Engineering, Product, and Implementation teams to troubleshoot issues, communicate findings, and coordinate resolution of complex client-impacting problems.
- Create and maintain internal and client-facing knowledge-base articles covering platform functionality, troubleshooting procedures, and best practices.
- Identify recurring issues and document patterns to improve troubleshooting consistency and support processes.
- Advise clients on workflow optimization and feature adoption based on their operational needs and SaaS platform capabilities.
- Provide product feedback based on recurring client issues and support experiences, contributing to product and process improvements.
Onboarding Consultant
2 Years 4 Months- Managed customer onboarding projects from kickoff through implementation and go-live, coordinating timelines, menu requirements, hardware orders, installation, training, and launch activities.
- Served as the primary liaison between customers and internal Toast teams, maintaining consistent communication and keeping implementation projects on track.
- Coordinated with dispatching and Toast partners to schedule installations, training, and service appointments, ensuring timely fulfillment of implementation requirements.
- Configured and optimized restaurant back-end settings and menus in Toastweb based on individual customer operations.
- Built, programmed, and troubleshot customer menus in Toastweb, conducting menu reviews to identify and resolve configuration issues prior to go-live.
- Monitored networking dashboards and performed troubleshooting, enabling customers to maintain stable and secure network connections.
- Developed working knowledge of Toast’s core products and used that knowledge to guide customers through implementation and resolve technical issues.
Assistant Manager
4 Months- Managed day-to-day operations across multiple dental offices, implementing operational practices that contributed to approximately 85% revenue and profit growth.
- Resolved customer inquiries and escalations, maintaining service standards and enhancing customer experience.
- Analyzed productivity and performance reports to identify trends, monitor results, and support operational decision-making.
- Analyzed productivity and performance reports to identify trends and support data-driven operational decisions.
- Communicated performance expectations and coached associates, fostering development for employees needing additional support.
- Addressed customer inquiries and escalations while maintaining service standards and identifying opportunities to improve the customer experience.
Benefits Coordinator
2 Years 5 Months- Coordinated treatment planning and scheduling in multi-dentist environment, optimizing specialist schedules and patient appointments.
- Managed patient and insurance information while balancing scheduling, financial, and administrative requirements.
- Educated patients about diagnosed treatment plans and helped identify payment options based on their individual needs and budgets.
- Performed data and cost analyses to inform business decisions, including assessments of collective bargaining agreements.
- Coordinated treatment planning and scheduling in a multi-dentist environment, including specialist schedules and patient appointments.
- Managed patient and insurance information while balancing scheduling, financial, and administrative tasks.
Parent Support Partner
3 Years 3 Months- Supported families with children in legal custody of Arizona Department of Economic Security (ADES) to navigate challenges and access needed resources.
- Coordinated case assessments with Child Safety and Family Services (CSFS) Specialists to identify behavioral changes and track progress toward reunification goals.
- Collaborated with CSFS Specialists and the Parent Aide Program to coordinate services aligned with individual family case plans and reunification timelines.
- Facilitated and supervised family visitations, coordinating transportation and communication among involved parties to ensure alignment with case objectives.
- Documented and reported family progress on a regular basis to support case planning and service coordination.
Education
BBA - Advertising
Skills
Enterprise & Customer Support
Enterprise SaaS Support
HR & Workforce Software
Issue & Pattern Analysis
Project Management
Cross-Functional Collaboration
Documentation & Analysis
Operational Reporting
Technical Tools & Concepts
Support ticketing systems
Incident management
ITIL processes
Timeline
Enterprise Support Analyst
Harri
01.2024 - CurrentRead More
Onboarding Consultant
Toast, Inc.
04.2021 - 08.2023Read More
Assistant Manager
Pacific Dental Services
11.2020 - 03.2021Read More
Benefits Coordinator
Pacific Dental Services
05.2018 - 10.2020Read More
Parent Support Partner
A New Leaf
11.2014 - 02.2018Read More
Arizona State University
BBA from Advertising
Read More