Valerie Allen
San Antonio,TX
Summary
Dynamic Technical Support Manager with a proven track record at Office Ally, Inc., driving a 35% improvement in resolution times through strategic planning and KPI development. Expert in performance optimization and team leadership, achieving a customer satisfaction rating of 4.8/5.0 while ensuring compliance and operational efficiency.
Overview
15
15
years of professional experience
Work History
Technical Support Manager
Office Ally, Inc.
San Antonio, TX
04.2015 - 01.2024
- Directed technical support operations for cloud-based healthcare software and medical clearinghouse nationwide.
- Implemented data-driven KPI framework, achieving 35% improvement in resolution times.
- Spearheaded digital transformation initiatives, including Vonage phone system and Salesforce, enhancing operational efficiency by 45%.
- Eliminated 6+ week ticket backlogs through strategic resource optimization and workflow redesign, reducing operational costs.
- Achieved industry-leading customer satisfaction rating of 4.8/5.0 through quality control measures and team coaching.
- Ensured zero security breaches and 100% regulatory compliance as Senior Compliance Administrator for Texas site.
- Established comprehensive recruiting process and training programs, creating talent pipeline for consistent service delivery.
- Collaborated with C-level executives on product launch strategies and provided analyzed technical support metrics.
Technical Support Supervisor
Office Ally, Inc.
San Antonio, TX
11.2012 - 04.2015
- Led organizational change managing seamless team transition during company relocation from WA to TX.
- Developed training excellence creating a comprehensive onboarding program reducing new hire ramp-up time by 50%.
- Improved customer outcomes through proactive trend analysis and issue prevention strategies.
- Enhanced team performance through regular coaching, mentorship, and professional development initiatives.
Technical Support Team Lead
Office Ally, Inc.
Vancouver, WA
08.2011 - 11.2012
- Optimized workflows streamlining support processes resulting in 25% efficiency improvement.
- Built high-performance culture through collaborative leadership and conflict resolution.
- Strengthened client relationships through proactive communication and technical expertise.
- Implemented quality systems including performance tracking and continuous improvement protocols.
Technical Support Acting Supervisor
Office Ally, Inc.
Vancouver, WA
05.2011 - 08.2011
- Directed day-to-day operations of the Technical Support team, ensuring timely resolution of client issues and high service standards.
Technical Support Technician
Office Ally, Inc.
Vancouver, WA
07.2009 - 05.2011
- Delivered exceptional service handling 6-10 customer training sessions and support inquiries daily.
- Became subject matter expert sharing knowledge and training new team members.
- Built customer loyalty through clear communication and technical problem-solving.
Education
QuickBooks Online ProAdvisor
Intuit, Inc
08-2025
Management and Supervision Program - Organizational Leadership
Portland Community College
Portland, ORPortland, OR
Project Management Certificate - Project Management
Portland State University
Portland, ORPortland, OR
Computer Science Coursework - Computer Programming
Ozarks Technical Community College
Springfield, MOSpringfield, MO
Skills
- Team leadership
- Strategic planning
- Change management
- Performance optimization
- Cross-functional collaboration
- Stakeholder management
- Service level agreement management
- KPI development and tracking
- Quality assurance
- Process improvement
- Incident management
- Escalation procedures
- Salesforce and JIRA proficiency
- Confluence and Microsoft 365 expertise
- Communication tools: Vonage and Zoom
- Ticketing systems management
Professional Development And Certifications
- Management & Leadership, Management and Supervision Program | Portland Community College, Project Management Certificate | Portland State University
- Technical Education, Computer Science Coursework | Ozarks Technical Community College, Continuous Learning: Regular participation in industry webinars and professional development.
Accomplishments
- Operational Excellence, Reduced ticket backlog by 6+ weeks through strategic resource reallocation and process optimization.
- Performance Management, Achieved 4.8/5.0 customer satisfaction rating managing a 50+ person technical support organization.
- Digital Transformation, High impact contribution to a successful implementation of Vonage phone system and Salesforce ticketing platform.
- Process Innovation, Created comprehensive knowledge base and process documentation, reducing training time by 30+%.
- Team Development, Built and mentored high-performing teams across multiple locations (TX, WA, CA).
What I Bring To Your Organization
- Proven Leadership: Successfully scaled technical teams from startup to enterprise level
- Operational Excellence: Consistent track record of exceeding performance targets and SLAs
- Change Leadership: Expert in guiding organizations through digital transformation
- Customer Focus: Deep commitment to exceptional service delivery and satisfaction
- Continuous Improvement: Data-driven approach to optimizing processes and performance
Core Competencies
Team Leadership, Strategic Planning, Change Management, Performance Optimization, Cross-functional Collaboration, Stakeholder Management, SLA Management, KPI Development & Tracking, Quality Assurance, Process Improvement, Incident Management, Escalation Procedures, Salesforce, JIRA, Confluence, Microsoft 365/Teams, Vonage, ADP/Paycom, Zoom, Ticketing Systems
Personal Information
Available: Available for remote/hybrid opportunities
Affiliations
- Member, Church Security Team
- Active Contributor, LinkedIn – Regularly share insights and articles on professional development, career growth, and industry trends.
- Founder & Author, Insights by Valerie – Maintain a professional blog sharing reflections on work, career development, and personal growth.
- Member of the President's List at Ozarks Technical Community College – In recognition of Outstanding Scholastic Achievement.
- Invitation to the International Honor Society of the Two-Year College – Alpha Psi Tau Chapter of the Phi Theta Kappa at Ozarks Technical Community College.
References
References available upon request.
Timeline
Technical Support Manager
Office Ally, Inc.
04.2015 - 01.2024
Technical Support Supervisor
Office Ally, Inc.
11.2012 - 04.2015
Technical Support Team Lead
Office Ally, Inc.
08.2011 - 11.2012
Technical Support Acting Supervisor
Office Ally, Inc.
05.2011 - 08.2011
Technical Support Technician
Office Ally, Inc.
07.2009 - 05.2011
QuickBooks Online ProAdvisor
Intuit, Inc
Management and Supervision Program - Organizational Leadership
Portland Community College
Project Management Certificate - Project Management
Portland State University
Computer Science Coursework - Computer Programming
Ozarks Technical Community College
Similar Profiles
Alejandra SalazarAlejandra Salazar
Team Lead, Clearinghouse Operations at Office AllyTeam Lead, Clearinghouse Operations at Office Ally
LISA HARRISLISA HARRIS
LEARNING AND DEVELOPMENT SPECIALIST at OFFICE ALLYLEARNING AND DEVELOPMENT SPECIALIST at OFFICE ALLY
Victoria BerryVictoria Berry
Quality Assurance Manager at Office AllyQuality Assurance Manager at Office Ally
Jasia-Nique StewartJasia-Nique Stewart
Player Experience Agent at Penn Interactive VenturesPlayer Experience Agent at Penn Interactive Ventures
Michael LockwoodMichael Lockwood
ARCHITECTURAL DESIGNER/CONSULTANT at SELF-EMPLOYEDARCHITECTURAL DESIGNER/CONSULTANT at SELF-EMPLOYED