Experienced Technology Educator
I am self-motivated and results-oriented Technology Professional with 15+ years of progressive experience customer service and business management – building valuable relationships with SaaS customers to increase adoption and retention. I have strong leadership skills with the ability to ensure customers receive a significant return on their investment by improving customer engagement and building strong relationships.
As a Manager for User Experience and Customer Support, I manage operations and take ultimate responsibility for user experience, including: parents and administrators. I also lead the Parent Help Desk team and Technical Support team as well as take ownership of the KEV Connect series. I provide coaching and direction to employees both on individual performance, department performance, and goals. I am serving as the point of contact for stakeholders and thought leader and project manager for improving user experience. I also define KPIs and dashboards for measuring and defining success; Lead the resource centre and revamp accordingly.
Key Accomplishments:
During my tenure, I was able to review client business practices to ensure efficiency and recommended best practices to meet business needs. I also served as an advisor and advocate for key stakeholders to increase software adoption and customer engagement. I analyzed stakeholder requirements; managed enterprise-wide software projects from discovery, design, and completion.
Key Accomplishments:
As an Manager for Support Relations, I reviewed all Help Desk tickets and developed key strategies to efficiently serve schools in transition or in jeopardy. I also expertly collaborated with schools to increase product and service awareness, adoption, and retention of new and emerging products, as well as new trends in education to effectively prepare teachers and students for the future.
Key Accomplishments:
As a dedicated employee, I led daily operations and built strong client relations while effectively meeting and exceeding client expectations. I also provided outstanding and exceptional customer service and management while developing solution-oriented strategies and initiatives aimed at meeting opportunities and exceeding all challenges within the education sector.
Key Accomplishments:
As an Account Manager, I led, managed, and directed more than 100 school accounts while ensuring on-time delivery and client satisfaction. I also guided clients on any website changes, including: redesigns and new software implementation to increase efficiency. I was able to supervise activities and effectively presented training to professionals at the company’s annual User Conference. I also assisted clients in fully utilizing website tools; performed a full range of project management functions using proven methodologies and tools for existing clients that encompassed a team of designers, programmers, and trainers.
Key Accomplishments:
During my employment, I created appropriate documentation and helped develop and design training curriculum for online help centre to increase end-user productivity. I also efficiently managed school support issues via an enterprise helpdesk ticketing system.
Key Accomplishments:
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As a Project Manager, I supervised and coordinated workflow of consultants, contractors, and specialists to increase customer satisfaction. I also implemented, maintained, and oversaw all aspects of the information technology systems and client solutions. I was able to lead and manage network projects including back-up, upgrades and maintenance to increase system reliability.
Key Accomplishments:
Studied History and Received Secondary Social Studies Teacher Certification.
Approximately 21 hours of Graduate work in Instructional Technology.