Arcelia Hayden
Application Support
- Role
- Senior Manager, Client Support at BlackLine
- Location
- Los Angeles, CA, US
- LinkedIn followers
- 500 followers
About Arcelia Hayden
An established customer advocate and service professional with the ability to analyze a problem and direct appropriate course of action. Proven experience with communicating effectively on product features, best practices, and release improvements. Hands-on knowledge of business systems and execution of training development.
Experience
Senior Manager, Client Support
Mar 2013 — Present · Woodland Hills, CA, US
Subject Matter Expert for SAAS product and related processes to accurately assess needs, develop in depth solutions, identify and mitigate risks. Serve as a liaison between end users and business. Manage support queue assignments ensuring timely resolution of issues and escalation of critical defects. • Lead team handling incoming inquiries, prioritize work case load, coordinate to resolve, and focus on the critical issues before they impact service levels.• Proactively test, implement, document and maintain solutions for external / internal reference material.• Knowledge of Database to efficiently navigate SQL, perform queries, execute commands and run scripts.• Service leadership, and recognized for expertise in supervisory skills, helping improve team performance with peer case feedback for quality of support deliverable\'s and world-class Net Promoter Scores.
Education
University of California, Riverside
Certificate in Science Education, Copernicus Project
Santa Monica College
Associate of Arts, Liberal Arts
Santa Monica College
Associate of Arts - AA
Skills
- Time Management
- Group Presentations
- Management
- Team Building
- System Administration
- Talent Management
- Learning Management
- New Hire Orientation
- Training & Development
- Sales
- Call Centers
- Workshop Facilitation
- Instructional Design
- Project Management
- Organizational Development
- Training
- Retail Banking
- Sales Trainings
- Internal Communications
- Hands-on Training
- Presenter
- Performance Management
- Employee Training
- Customer Service
- Onboarding
- Needs Analysis
- Content Development
- E-Learning
- Staff Training
- Customer Experience
- Change Management
- Administration
- Performance Consulting
- Organizational Effectiveness
- Instructor-Led Training
- Leadership
- Software Documentation
- Vendor Management
- Human Resources
- Training Delivery
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