Aleksandra Rosen

Experience

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  Symon Communications, Inc.

  May 2006 - Apr 2012

  •Managed 11 technical support analysts including remote employees•Developed job descriptions, career paths, and hired, trained, and developed technical support personnel. Ten persons went on to successfully continue their career at Symon Communications in other internal service areas including escalations, professional services, solution engineering, quality assurance and news editing/content creation•Successfully implemented Zultys call metrics and HEAT tickets reporting•Recognized benefits of professional membership and joined Help Desk Institute (HDI) •Approved budget for the HDI Technical Support Analyst certifications for the support team •Proposed and implemented the rewards system to recognize each individual monthly based on their performance•Selected as Manager of Month June 2011 and July 2012 Show less •Responsible for supervising, scheduling, and training of technical support team of eight professionals that provided phone, remote and e-mail support for proprietary software and hardware along with various Microsoft Windows OS, IIS, SQL, networking protocols and permissions. •Established, documented and trained the technical support team on technical support operating procedures including incident documentation, escalation, after-hours, Return Merchandise Authorizations (RMA) process and billable support.•Established processes to interact with internal corporate service areas including professional services, finance, manufacturing and distribution to insure excellent customer support. •Successfully completed Supervisor training course in Collin County Community College (CCCC).•Was promoted to Technical Support Center manager for thought leadership, creative thinking and “can do attitude”. Show less

  • Technical Support Center Manager

    May 2007 - Apr 2012

  • Technical Support Center Supervisor

    May 2006 - May 2007
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  Symon Communications, Inc

  Apr 2012 - Apr 2013

  Director, SymonCare Technical Support

  •Responsible for day-to-day operations of technical support center remotely servicing 2500 clients in North America•Managed client technical support team including hiring, on boarding, training and mentoring, andongoing performance monitoring•Joined and actively contributed to Total Quality Management (TQM) team designed to create new or modify existing internal policies and processes to promote better customer experience and increase productivity•Managed meeting and exceeding KPIs set in Service Level Agreements (SLAs)•Reported on real time and historical call and tickets metrics Show less

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  RMG Networks (formerly Symon Communications, Inc.)

  Apr 2013 - Sept 2015

  Director, RMG Networks Client Technical Support

  •Lead the client technical support department to be recognized by clients as the best service area of the company. Managed through evaluation and improvement of personnel, procedures, training and technology enhancement and utilization. Under my leadership software and hardware service contract renewals making 25% annual net revenue increased by 5% at the time gross sales were decreasing.•Proposed new approaches to increase productivity and morale. Created and implemented individual and team Key Performance Indicators (KPIs) to measure team and individual performance to improve Response Time SLA Compliance (%), Calls Answered (%)(both increased by 25%), and Maximum Wait Time (decreased by 40%). Set weekly one-on-one and the team meetings for goal setting, progress review and training. Tied meeting the individual and team KPIs to the employee’s quarterly and annual reviews.•Redesigned physical environment to promote comfort and more effective team coordination including training of new personnel, mentoring and knowledge transfer. Fostered handling escalations within client technical support service area by developing internal resources effectively guaranteeing fast escalation handling for clients.•Encouraged cooperation in providing clients global support between company’s technical support teams in US and Europe, Middle East, and Africa to decrease Daily Open cases amount by 20%, number escalated cases by 75%, and to increase First Contact Resolution Rate (FCRR) to 70%.•Implemented reporting of Avaya call and Sales Force real time and historical metrics to executive team.•Successfully handled customer escalations.•Designed onboarding and training process for client technical support team new hires that was adopted for use in other internal service areas. Show less

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  HBS Systems

  Feb 2016 - Feb 2018

  Technical Support Manager

  Managed the team of thirteen support and training specialists. Responsibilities included:• Identifying, hiring, training and developing talent for the support and training specialist position• Scheduling, on-going training, monitoring adherence to established procedures and processes including timely issues acknowledgment, troubleshooting, and resolution• Handling issue escalations including issue and troubleshooting and verification• Project management of onsite installations including pre and post trip meetings, providing support to the training specialist onsite and follow up with the customer• Completing project management tasks in Sales Force for newly sold softwareAccomplishments: • Created and implemented all support and training department procedures to add efficiency and to increase productivity including scheduling, escalation, communication process with external and internal customers, and third party vendors resulting in 80% decrease in open tickets waiting resolution• Developed and implemented team and personal KPIs, personal career goals, introduced and implemented concept of Subject Matter Expert (SME) to allow knowledge gathering, documentation, ownership and transfer• Implemented mentorship position within support team to allow for a career path for experienced employees, fast onboarding and assimilating of new employees into the team• Developed onboarding training requirements• Gathered, analyzed, and documented requirements for new ticketing system Sales Force Service module to improve productivity, response time, First Contact Resolution Rate (FCRR)• Implemented Knowledge Base for fast knowledge sharing, tied Frequently Asked Questions (FAQs) submission to employees’ KPIs. Contributed approximately 15% of submissions to the Knowledge Base Show less

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  Planmeca USA, Inc.

  May 2018 - Jun 2024

  Call Center Operations Manager

  • Successfully managed team of up to 22 of clinical, technical support analysts and customer service representatives working on site and in a fully remote environment• Hired, onboarded, performed talent development, performance management and coaching (0% turnover within 6 years, decreased onboarding time by 50%, 3 new team positions created, 4 employees promoted)• Designed, implemented and incorporated into employee performance reviews contact center and agent Key Performance Indicators (KPIs)• Designed, documented and flowcharted support processes including incident management, escalations, billable support, equipment warranty service, and field repairs by third party technicians• Initiated a knowledge transfer process by articles submission to the knowledge database (over 500 articles submitted)• Reported weekly, monthly contact center and agent stats to the company leadership Average Speed of Answer (ASA): 2 minutes or less, Net Promoter Score (NPS): 70 plus, Agent Working Rate: 75% plus)• Managed and administrated Ring Central Voice over IP (VOIP) contact center • Responsible for customer retention, and customer tailored resolutions Show less