Dorene Cable

Experience

• 

  PTC

  Jan 1996 - Jan 2009

  • Directed a high-performing North American team comprising over 20 engineers and group leaders, showcasing exceptional leadership and team management capabilities to guarantee the seamless maintenance and support of the Windchill product suite, ensuring uninterrupted success.• As a Global Support Lead, spearheaded collaborative efforts with cross-functional teams to strategically prioritize and synchronize customer issues and product enhancements, resulting in an optimized supportability experience for our clients worldwide.• Spearheaded the development and successful implementation of round-the-clock critical issue support protocols, yielding a substantial boost in operational efficiency and a notable uptick in customer satisfaction levels. Show less • Led a team of Technical Support Engineers, orchestrating the creation and implementation of comprehensive technical and departmental training programs to elevate the skill set of new recruits, resulting in a more agile and proficient workforce.• Developed and conducted comprehensive customer training programs on the Technical Support process, catering to our organization's top-tier clients, both through on-site sessions and remote delivery methods, ensuring exceptional customer satisfaction.• Championed the swift and effective resolution of customer escalations through resource mobilization, guaranteeing timely and exceptional issue resolution. Show less • Conceived and executed a comprehensive data management and publication solution across the entire department, enhancing the accessibility and quality of customer-facing knowledge base documents.• Demonstrated excellence in delivering top-tier customer support through the meticulous documentation, replication, and adept troubleshooting of intricate technical issues within diverse data management software solutions, while skillfully guiding customers to successful issue resolution.• Conducted on-site beta testing for seamless data migration and software upgrades, delivering a flawless implementation for optimal results.• Championed the customer's perspective and served as the Voice of the Customer in a dynamic cross-functional environment, driving customer-centric excellence and strategic decision-making. Show less

  • Technical Support Manager

    Jun 1996 - Jan 2009

  • Technical Support Group Leader

    Jan 1999 - Jan 2001

  • Technical Support Engineer

    Jan 1996 - Jan 1999
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  Appen

  May 2016 - May 2024

  Social Media and Search Evaluator

  • Performed meticulous analysis and evaluation of search engine results against predefined search criteria, consistently ensuring data precision and reliability.• Provided invaluable insights and assessments that enhanced the relevance and effectiveness of web pages within search engine listings, resulting in optimized online visibility and performance.• Strategically implemented rigorous rating criteria to meticulously assess and maintain the superior quality of search results, ensuring optimal performance.• Designed sophisticated queries to finely tune the precision and efficiency of AI personal assistants. Show less

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  Amazon

  May 2024 - now

  Team Manager - AGI-DS