Summary
Overview
Work History
Education
Skills
Timeline
Generic

Stacy Kienle

Layton,UT

Summary

Dynamic Technical Product Specialist II at ADP, adept in product strategy and customer support. Successfully enhanced customer satisfaction through tailored solutions and comprehensive training programs. Proven ability to collaborate across teams, driving product improvements and operational efficiency. Recognized for outstanding interpersonal skills and a commitment to continuous improvement in fast-paced environments.

Overview

25
25
years of professional experience

Work History

Technical Product Specialist II

ADP- Automated Data Processing
02.2016 - Current
  • Assisted in gathering user requirements to support product development and enhancements.
  • Provided technical support for product inquiries, ensuring customer satisfaction and issue resolution.
  • Collaborated with cross-functional teams to document product specifications and features.
  • Conducted user training sessions to improve product understanding and usage efficiency.
  • Assisted in testing new features, documenting feedback for iterative improvements.
  • Developed user guides and training materials to enhance customer onboarding experience.
  • Monitored product performance, identifying areas for improvement based on user feedback.
  • Participated in regular team meetings to discuss project updates and share insights on user needs.
  • Streamlined communication between departments, facilitating smooth product launches and updates.
  • Evaluated competitor offerings to ensure the competitive advantage of our products in the market.
  • Collaborated with cross-functional teams to streamline product development processes, ensuring timely delivery of updates.
  • Developed customized solutions for key clients that addressed specific pain points while adhering to company guidelines.
  • Implemented technical solutions for improved customer satisfaction, addressing various client needs.
  • Trained colleagues on new product features, fostering a knowledgeable team environment.
  • Provided exceptional customer support, resolving complex technical issues quickly and effectively.
  • Developed comprehensive user guides for seamless onboarding experiences, increasing customer retention rates.
  • Conducted market research to identify emerging trends, influencing future product development strategies.
  • Presented compelling sales pitches for potential clients, showcasing the value of our products and services.
  • Enhanced product usability by conducting thorough testing and providing detailed feedback to development teams.
  • Maintained a strong relationship with vendors and suppliers to ensure consistent quality in components and materials used in production processes.
  • Identified areas for cost reduction in production processes without compromising on quality or functionality standards.
  • Created detailed reports on product performance metrics for management review, enabling data-driven decision making regarding future releases or improvements.
  • Organized regular training sessions for customers to maximize their understanding and usage of our products.
  • Championed successful collaboration between internal stakeholders such as sales teams, engineers, and designers throughout the entire product lifecycle process.
  • Advised clients on best practices and effective implementation strategies, ensuring seamless integration of our products into their existing systems.
  • Optimized product performance with diligent troubleshooting and root cause analysis.
  • Trained and provided coaching to [Number] junior team members.
  • Assisted with demonstrations for [Product or Service] to showcase functionality.
  • Continually expanded knowledge of [Product or Service] product line.
  • Researched product's technical specifications and accurately communicated information.
  • Logged phone numbers and email addresses to contact customers for follow-ups.
  • Analyzed data to uncover insights and identify key opportunities to inform strategic decisions.
  • Conducted primary and secondary research to better understand customer needs and behaviors.
  • Utilized specialized software to capture and process data.
  • Used various market research tools and techniques to gather, analyze and interpret data.
  • Assembled reports and presentations to share insights and recommendations with stakeholders.
  • Devised data visualization dashboards to make complex data more accessible to stakeholders.

Solution Center Consultant III Virtual Edge

ADP
04.2010 - 02.2016
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Worked well in a team setting, providing support and guidance.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Passionate about learning and committed to continual improvement.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Led cross-functional teams to optimize solution delivery processes and enhance customer satisfaction.
  • Developed strategic frameworks for client engagement, ensuring alignment with corporate objectives.
  • Mentored junior consultants, fostering professional growth and enhancing team capabilities.
  • Streamlined workflows by implementing best practices and leveraging advanced analytical tools.
  • Analyzed client needs to design tailored solutions, improving operational efficiency and effectiveness.
  • Facilitated training sessions on new systems, increasing team proficiency and adoption rates.
  • Evaluated project outcomes, providing insights for continuous improvement initiatives across solutions offered.
  • Enhanced customer satisfaction by efficiently resolving technical issues and providing expert advice on software solutions.
  • Created custom reports using advanced analytics tools for internal and external stakeholders, enabling data-driven decision-making processes.
  • Implemented strategies for proactive issue resolution, resulting in a reduction of incoming support tickets and improved client satisfaction ratings.
  • Served as primary point-of-contact for high-priority clients, maintaining strong relationships and ensuring prompt resolutions to any concerns or inquiries.

Acquisitions Specialist-Corporate Team

ADP
03.2006 - 04.2010
  • Developed and implemented process improvements to enhance operational efficiency.
  • Led cross-functional teams to drive strategic initiatives and achieve organizational goals.
  • Analyzed data trends to inform decision-making and optimize resource allocation.
  • Mentored junior staff, fostering professional growth and enhancing team capabilities.
  • Conducted regular assessments of processes, identifying areas for improvement and cost reduction.
  • Presented findings to senior management, advocating for strategic changes based on comprehensive analysis.
  • Followed all company policies and procedures to deliver quality work.
  • Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
  • Collaborated with cross-functional teams to achieve project goals on time and within budget.
  • Championed the adoption of new software tools that streamlined workflows across multiple departments.
  • Led quality assurance efforts, maintaining high standards for all products and services.
  • Streamlined project delivery processes, reducing completion times significantly.
  • Assisted in developing strategic plan that aligned with long-term company goals.
  • Enhanced customer satisfaction with timely and accurate issue resolution.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Collected, arranged, and input information into database system.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Maintained database systems to track and analyze operational data.

Implementation Technical Support Specialist

ADP
01.2003 - 03.2006
  • Provided technical support for hardware and software issues, ensuring prompt resolution for end users.
  • Diagnosed system malfunctions using troubleshooting tools to enhance operational efficiency.
  • Collaborated with cross-functional teams to improve service delivery processes and user satisfaction.
  • Developed and maintained documentation for troubleshooting procedures, improving knowledge sharing among staff.
  • Trained junior staff on best practices in customer support and technical issue resolution techniques.
  • Implemented process improvements that reduced average response time for support tickets by streamlining workflows.
  • Led initiatives to integrate new support technologies, enhancing overall service quality and team productivity.
  • Analyzed user feedback to identify trends, informing strategic decisions on product enhancements and training needs.
  • Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
  • Resolved several technical support inquiries per day.
  • Documented support interactions for future reference.
  • Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
  • Collaborated with cross-functional teams for complex problem-solving, leading to improved operational efficiency.
  • Trained new hires on technical support procedures, contributing to overall team success and performance improvement.
  • Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Documented all client interactions thoroughly in the incident management system, allowing for efficient tracking of recurring issues and trends.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Achieved high first-call resolution rates through diligent troubleshooting efforts and comprehensive product understanding.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Used ticketing systems to manage and process support actions and requests.
  • Managed high levels of call flow and responded to technical support needs.
  • Researched and identified solutions to technical problems.
  • Configured and tested new software and hardware.
  • Offered assistance in implementing and developing training programs.

Senior Implementation Specialist/Customer Service Representative

ADP
10.2000 - 01.2003
  • Led cross-functional teams to streamline implementation processes, enhancing project delivery timelines.
  • Developed comprehensive training programs for new implementation specialists, fostering skill development and team cohesion.
  • Analyzed client requirements to customize solutions, ensuring alignment with business objectives and user needs.
  • Facilitated stakeholder meetings to communicate project status, resolve issues, and align expectations effectively.
  • Implemented best practices for system integration, improving overall operational efficiency across multiple projects.
  • Mentored junior staff on technical aspects of implementations, promoting knowledge sharing and professional growth.
  • Expedited issue resolution times by establishing streamlined escalation protocols within the team, minimizing client frustration during critical moments of implementation processes.
  • Facilitated seamless handoffs between project teams, ensuring a consistent experience for clients from sales to implementation stages.
  • Nurtured long-term relationships with key stakeholders, fostering trust and collaboration throughout the implementation process.
  • Spearheaded cross-functional teams, ensuring seamless integration of project deliverables across various departments.
  • Elevated customer satisfaction ratings through personalized support services, addressing unique challenges faced during implementations.
  • Bolstered internal knowledge-sharing efforts by documenting best practices, case studies, and lessons learned from past implementations.
  • Conducted thorough post-implementation evaluations to measure success factors and identify areas for further improvement in future engagements.
  • Optimized team performance by providing ongoing coaching, mentorship, and professional development opportunities for junior implementation specialists.
  • Enhanced client satisfaction with timely project delivery through diligent task management and effective communication.
  • Cultivated a culture of continuous improvement within the team by encouraging open feedback channels and implementing best practices.
  • Reduced onboarding time for new clients by creating comprehensive training materials and conducting hands-on workshops.
  • Delivered exceptionally high level of professionalism and support to each client, upholding company's commitment to service.
  • Assessed project scope to confirm details and understand customer expectations in advance.
  • Assisted account executives with strengthening client relationships through targeted solutions.

Education

Bachelor of Arts - Political Science

California State University, Chico
Chico, CA

Shasta High School
Redding, CA

Associate of Arts - Medical Studies

Shasta Community College
Redding, CA

Associate of Arts - Medical Technology

Provo College
Provo, UT
06-1996

Skills

  • Product strategy
  • Customer support
  • Product roadmapping
  • Business analysis
  • Product management
  • Customer engagement
  • Product training
  • Outstanding interpersonal skills
  • Teamwork and collaboration
  • Customer service
  • Time management
  • Attention to detail

Timeline

Technical Product Specialist II

ADP- Automated Data Processing
02.2016 - Current

Solution Center Consultant III Virtual Edge

ADP
04.2010 - 02.2016

Acquisitions Specialist-Corporate Team

ADP
03.2006 - 04.2010

Implementation Technical Support Specialist

ADP
01.2003 - 03.2006

Senior Implementation Specialist/Customer Service Representative

ADP
10.2000 - 01.2003

Bachelor of Arts - Political Science

California State University, Chico

Shasta High School

Associate of Arts - Medical Studies

Shasta Community College

Associate of Arts - Medical Technology

Provo College

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Stacy Kienle