Account Representative/Support

Serve as a liaison between global 1000 customers, Sales, Development, Project Management and Data QA Departments.
Develop and coach staff of 15- 25 associates.
Remotely manage a staff of 15 associates.
Performance monitoring and coaching.
Performance improvement planning.
Responsible for handling escalated technical issues related to database failures and exports.
Expert on data aggregation.
Network troubleshooting skills, including remote access, and network and server monitoring.
Provide detailed record of error trends, results and recommendations to management, and recommendations for training and/or change in procedure.
Create detailed test plans for major upgrades or project implementations
Resolving daily export errors and ensuring all follow-up activity for Product maintenance is completed.
Maintain Proper staffing levels, identify over allocated and underutilized resources to PPM/CSS.
Account Margin accountability.
Identify, escalate, and document performance issues and training needs with PPM/CSS; mentor TCA’s where performance opportunities are identified. Projections, planning and staffing for enrollment ramps.
Exhibit thorough understanding of company processes and ability to partner with the team to drive enhancements, defects, and issues to resolution.
Validate customer billing structure and rates. Produce monthly billing reports.
Responsible for validation of record counts, field mappings, tolerance settings, and file transmissions. Meet all expectations based on service level agreements.
Validate new production deployments and escalate issues and provide guidance and support to other projects as needed.
Handled escalated client issues.
Responsible for coaching, scheduling and training of new hires.
Responsible for third shift implementation.
Quality monitoring of customer care representatives.
Team responsible for answering between 100-250 emails per day.
Responsible for warranty extensions and credit requests.
Diagnosing computer and printer hardware problems and ordering appropriate parts.
Establishing service coverage for customers while contracts are being finalized.
Liaison between the customer and the company regarding contract issues and service coverage.
Responsible for creating both temporary and customer contracts for customers.
Expedited part orders from both the vendor and depot.
Quality monitoring of customer service representatives.
Responsible for employee performance planning.
Resolution of service issues between the client and Company.
Supervising a team of 10-20 individuals.