Experience

• 

  Hyland software

  Dec 2006 - now

  Senior manager, technical support

  o Provide coaching, development and mentoring to a team of up to thirteen direct reports consisting of domestic and Latin American employees. This includes disciplinary (behavior modification), recognition, and career development.o Manage partner and customer leadership relationships though coaching and communication on how to work more efficiently and effectively with technical support to increase the customer experience. This includes both domestic and Latin American partners and customers experiencing potential cultural or business barriers. o Provide leadership in escalated situations to ensure customer and partner needs are aligned with technical support’s abilities. o Develop creation of documentation to provide efficiency in technical support processes, assist with the development of job descriptions and career paths (job families), and work with senior leadership in interviewing and competency question creation. o Leader of the Technical Support Diversion Committee responsible for creating socially engaging activities for all tech support members. Show less