Jeffrey Wester

Experience

• 

  Greenway Health

  Feb 2015 - now

  • Drove upgrade adoption project, leading to highest number of customers on most current version of software in company history• Ran efficiency projects for Customer Support, resulting in lower handle times and more efficient processes• Provided insight to senior management regarding Data Migration and Server Migration projects via data analytics and DOMO board reporting• Worked as technical resource for Server Migration push for server teams, answering questions about processes and staging issues• Ran team of 5+ to upgrade various software platforms and certificate• Worked with Release Engineering to improve backend server reporting and software pushes Show less • Oversaw day-to-day operations of a team of 20 employees, from Cisco Finesse management, to Cisco Unity reporting, to Salesforce case operations and Reporting, to troubleshooting questions and escalations• Improved documentation and training processes, causing time to train new hires to drop from 6 to 8 months to 3 to 4. • Presided over lowest abandoned call rate and handle time in Support team’s history• Conducted performance reviews, focusing on positive feedback and coaching• Participated in interviewing and hiring candidates for the Support technician role• Continued gaining knowledge regarding our products and offerings Show less • Worked to improve personal call/case metrics and call/case metrics of less senior techs• Became a subject matter expert in many of our products• Moved into escalation role, handling customers that required special treatment• Developed Sharepoint wiki for knowledge sharing across the Support organization, still in use today• Worked with cross-departmental teams to deliver results to in-need clients• Built further knowledge of products among team members, writing many Salesforce Knowledge articles and ensuring they were distributed to team members• Became go-to training expert for new hires Show less • Handled day-to-day Technical Support calls, focusing on troubleshooting IT related issues facing our clients• Gained knowledge of Microsoft Windows Server, IIS, MSSQL Server, Cisco devices, and Windows 7 and 10• Maintained consistently above average phone and case metrics on my team• Worked to share knowledge among coworkers and ensure that management was kept aware of any developments or issues that were occurring among multiple customers• Maintained personal bucket of cases at a manageable level, including meeting required next action dates and follow up agreements• Used internal tools to identify and troubleshoot issues with a number of different environments and products Show less

  • Release Readiness Analyst

    Feb 2020 - now

  • Project Manager

    Jul 2019 - now

  • Customer Operations Business Analyst

    Jun 2019 - Feb 2020

  • Technical Support Team Lead

    Jun 2018 - Jun 2019

  • Senior Customer Support Technician

    Jul 2017 - Jun 2018

  • Customer Support Technician

    Feb 2015 - Jul 2017