Wendy Winnett
Customer Service & Support Professional
Leander,TX
Summary
Personable administrative professional dedicated to cultivating positive client, staff and management connections. Highly-developed communicator with outstanding skills in complex problem-solving and conflict resolution. Expertise in resource allocation and schedule management.
Overview
15
15
years of professional experience
Work History
Implementation Consultant
DTS Connex
Westminster, MD
03.2022 - 10.2022
- Provided exemplary helpdesk service and support to assist customers.
- Managed configuration, installation and troubleshooting of applications and software for clients.
- Identified issues and made potential solution recommendations as problems developed, enabling quick project modifications.
- Resolved over 10 - 15 calls daily by solving problems and providing customer care.
- Verified that every client received highest level of support, assistance and professionalism to uphold company's commitment to service.
Implementation Consultant
Accruent
Austin, TX
09.2021 - 01.2022
- Managed configuration, installation and troubleshooting of applications and software for clients.
- Reviewed project scope ahead of installation to understand customer expectations and important details.
- Educated clients by explaining all technology issues in terminology that was simple to understand.
- Planned, implemented and integrated updated system-oriented projects.
- Focused solutions on industry-specific workflow, client base and protocols, tailoring to client needs.
Implementation Specialist/Project Coordinator
OpenWater Software
Washington , D.C.
11.2020 - 07.2021
- Managed configuration, installation and troubleshooting of applications and software for clients.
- Identified issues and made potential solution recommendations as problems developed, enabling quick project modifications.
- Verified that every client received highest level of support, assistance and professionalism to uphold company's commitment to service.
- Educated clients by explaining all technology issues in terminology that was simple to understand.
- Reviewed project scope ahead of installation to understand customer expectations and important details.
- Developed training materials, conducted webinars and authored wikis for user training and support use.
- Assisted online users via live chat, web conference and phone to resolve issues related to software and system use and access.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Project Coordinator / Implementation Specialist
Cvent
Austin, TX
03.2016 - 05.2020
- Managed simple, standard and advanced projects through engaging with the customer, vendors and internal resources to ensure the success of the project.
- Prepared presentations for customers and staff members detailing project scope, progress and results.
- Recognized by management for providing exceptional customer service.
- Managed onboarding, training and onsite support of the Cvent LeadCapture tool.
- Prepared presentations for clients and staff members detailing project scope, progress and results.
- Documented all labor hours and budget expenses for projects.
- Led strategic planning sessions.
- Wrote project documentation, facilitated meetings and managed training initiatives for the onsite team.
- Liaised with project managers to evaluate project scope and define milestones and deadlines.
Exhibits and Special Projects Manager
HFTP
Austin, TX
03.2008 - 10.2015
- Managed the exhibits portion of multiple Association-sponsored annual events.
- Responsible for floorplan design and booth and sponsorship sales.
- Created and maintained the Exhibitor Services Kit and Exhibitor Prospectus.
- Managed all exhibitor communications and notifications
Education
Some College (No Degree) -
South Plains College
Levelland, TXSkills
- Exceptional Customer Service Skills
- Outstanding Verbal & Written Communication
- Technical Troubleshooting
- Administrative Duties
- Strong Organizational Skills
- Internal & External Communications
- Meeting Planning
- Accounting Support
- CRM and Office Management Software
- Multitasking and Time Management
- Office Equipment Operation
- Report Preparation
Software
- IOS / Mac iOS
- MS Office Suite
- OneDrive
- SalesForce / FinancialForce
- Google Drive
- Smart Sheet
- Confluence/JIRA
- Zoom / Zoom Webinar
- Slack
- MS Teams
- Cvent SaaS
Timeline
Implementation Consultant
DTS Connex
03.2022 - 10.2022
Implementation Consultant
Accruent
09.2021 - 01.2022
Implementation Specialist/Project Coordinator
OpenWater Software
11.2020 - 07.2021
Project Coordinator / Implementation Specialist
Cvent
03.2016 - 05.2020
Exhibits and Special Projects Manager
HFTP
03.2008 - 10.2015
Some College (No Degree) -
South Plains College
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