Newman, California, United States
Strong member of the Service/ Operations organization Business Systems/Escalation team, with system automation capabilities, ensuring superior customer service by handling worldwide escalations from customers and interface with technical service engineers to assist with customer issues.Trained incoming Escalation Program Managers and Technical Service Engineers on new and changing Customer Service processes and procedures. Implemented system automations: eSupport (customer online support system) created a return label process. Resulting in the customer’s ability to download their own return label for each outgoing shipment. Certified Extreme Networks Specialist (ENS) customers AUTORMA system. An automation allowing customer to open and submit RMA’s (Return Material Authorization) Automated the Service Request/RMA view allowing Extreme Networks CSR team to open RMA’s with a limited 3 steps instead of the original 13. Specialties: Customer Escalations, Project / Program Management, System automation, resolve complex problems, process writing, manage local / virtual teams, training, leadership and EU-Rosh/WEEE project team member, Agile system, Some knowledge of Engineering Software down loads with Internal/External publications