Andrew Corcoran
Director of Support @PowerSchool
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WORK HISTORY
Director of Support @PowerSchool
Folsom, CA, US
Leading a team of 20+ Support Analysts for an ERP solution in 120+ school districts in Canada. It is business-critical software for school districts to manage finances, process payroll and manage all aspects of HR, including substitute teacher staffing.CSAT results of 98.48% for 2022 and 99.34% for 2023 were achieved through many different initiatives.Mentored managers and individual contributors to \"go upstream\" for better planning and preparedness for the cyclical nature of our customers\' support needs. This helped Support be prepared for Back to School, major releases, and other events that have major impacts.Implemented a swarming model approach to our Support, grouping teams based on product functionality. This accelerated learning and collaboration and developed team members that were invested in solving the problem, instead of passing it to the next tier as fast as possible.Implemented all PowerSchool\'s Support tools when we integrated into the organization, post-acquisition. Some of the tools included Salesforce, TalkDesk, Callabrio, SupportLogic, Bomgar, the Community portal.Implemented Back to School (BTS) offerings. This included a BTS customer blog, Office Hours, and improved documentation and videos of tasks specific to Back to School.Identify themes in product issues through data analysis, employee feedback and customer interactions.Considered the voice of the customer during challenging periods, to help Product Management, Sales, and Customer Success navigate difficult customer issues.Team building – held and encouraged many activities, including an Atrieve Support hackathon.Actively involved in ERP Support\'s quarterly goals – for two quarters, I defined \"one KPI\" to track progress and communicated our progress for all of the ERP products within PowerSchool, rallying over 60 people around the KPI.
EDUCATION
Capilano University
3 Year Business Computing Co-Op Diploma, Information Technology, Database Design, Programming, Business
SKILLS
ABOUT ANDREW CORCORAN
A business professional in software and technology, with over seventeen years of proven experience, focused on customer service, sales, and professional consulting teams. My success has been achieved through listening, empathizing, planning, adapting and taking action to meet our employees’, customers’ and business needs. Areas of strength include:* Customer focus; always looking for the best solution to meet the needs of the customer and the company* Managing internal and external stakeholders at various critical stages of the customer life cycle* Experienced business acumen, with several years of planning, budgeting and operations experience* Adept at understanding and addressing clients’ and employees’ needs* Excellent ability to deliver clear and professional communications and presentations* Broad understanding of information technology principles and their application in business* Action oriented Strengthsfinder Themes: HARMONY | INCLUDER | ADAPTABILITY | ARRANGER | FUTURISTIC
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