Wendy Cholewinski

• Assisted management with first-level support inquiries.
• Met or surpassed renewal rates and upgrade goals.
• Provided customer and internal feedback to product team to help build features and solutions.
• Provided business, technical and product knowledge in support of post-sales activities.
• Hosted virtual meetings with clients ranging from formal program reviews to end-user platform training.
• Played instrumental role in client satisfaction by working with product teams for proper resolution of service issues.
• Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
• Established strong relationships with key customers, resulting in increased customer loyalty.
• Created customer support strategies to increase customer retention.
• Assisted customers with onboarding and product setup to foster successful adoption and usage.
• Utilized customer feedback to inform changes and improvements to customer success plans.
• Defined clear targets and objectives and communicated to management.
• Leveraged data and analytics to make informed decisions and drive product enhancements.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Developed detailed plans based on broad guidance and direction.
• Assisted in organizing and overseeing assignments to drive operational excellence.

• Established and led a high-performing team focused on collaboration, innovation, and client service.
• Developed career paths and implemented a comprehensive New Hire Training Program.
• Facilitated team growth from 4 to 6 members while maintaining a company retention rate of 92% over a 6-year period.
• Established and measured team Key Performance Indicators (KPIs), increasing team efficiencies by 25% by implementing resource dashboards.
• Advocated for team and client needs,
• Led highest promotion rate within Client Service at 50%.
• Created and led a successful client outreach program, achieving 91% client participation.
• Collaborated across teams to establish best practices and drive product and client experience improvements.

• Developed and implemented a standard support model for EForms clients, increasing overall client satisfaction by 10%.
• Led Custom Form Implementations and prioritized forms development queue to meet client needs.
• Maintained strong business relationships with clients and acted as a stakeholder on new UI project.
• Authored 10 Quality Management System (QMS) documents for EForms, ensuring compliance and accuracy.

• Managed all aspects of the school office, ensuring smooth and efficient operations on a daily basis.
• Demonstrated patience and professionalism in dealing with staff, administrators, parents, and students, addressing inquiries and concerns promptly and effectively.
• Prioritized various tasks, including scheduling appointments, maintaining records, and handling correspondence, to meet the needs of the school community.
• Utilized excellent verbal and written communication skills to interact with stakeholders, convey important information, and facilitate effective communication within the school.
• Maintained meticulous attention to detail in performing administrative duties such as data entry, filing, and organizing documents to ensure accuracy and compliance with school policies.
• Adapted quickly to changing situations and demonstrated the ability to think on the fly to resolve unexpected issues and meet deadlines effectively.

Managed all aspects of office:

• Accounts Payable
• Accounts Receivable
• Inventory
• Staffing