Char Friedman

About Char Friedman

Being a hands-on information technology support manager, I have over a decade of progressive experience in client services, Cloud-SaaS migrations, technical applications, hardware & software implementation, and content management. Employing influential communications and analytical problem solving, I can resolve customer issues, train staff to handle stressful situations within a Call Center environment, and foster positive workplace culture with teams from diverse backgrounds. Throughout my career, I have been instrumental in supporting change management, continuous improvement programs, and have been recognized for handling multiple responsibilities simultaneously in speculative situations. Additional skills & processes include: Technical Writing | Quality Assurance & Control (QA/QC)| SaaS | Internet of Things (IoT)| Agile Methodologies Business Models | Testing & Validation | Security Measures | Conflict Resolution | Google Analytics | Project Management (Google Certification in Progress)| Six Sigma Lean Green Belt (Certification in Progress)| Scrum Master (Certification in Progress)|

Experience

1. Partner Onboarding Specialist

   1stream

   May 2021 — Present · US

   Provided a white glove-based implementation experience for first-time clients with various API and CRM integrations into the bvoip phone system, and 1Stream platform. • Wrote and curated the public facing company knowledge base via HubSpot to help clients self-serve their support experience with walkthroughs and tutorials with over 400 articles. • Created customer facing documentation and videos in knowledge base for new and updated features. • Reviewed and edited internal documentation created for support to ensure valid, up-to-date information and processes. • Worked closely with Development in the quality assurance and documentation of new feature developments, integrations, and system modifications and updates. • Tracked, set, and prioritized all software features for development team as disclosed by management. • Organized, prioritized, and Tracked progress of feature requests with BVOIP and 1stream dev teams via AHA.io Portal. • Ran daily scrum meetings with BVOIP dev team to ensure things stayed on track as well as address roadblocks. • Reported dev team progress to CEO for monthly announcements. • QA\'d features and bug fixes to minimize support outreach. • Prepared list of completed deliverables to management team for client announcements/marketing purposes. • Co-Paneled a monthly Client-Facing Webinar over software specific features and uses. • Documented all development meeting notes and reported major updates to company on weekly basis. • Orchestrated and executed tailored concierge onboarding services for clientele on an as needed basis. • Provided custom and on-demand training services to partners in addition to creating White Labeled Documentation for their use with their own clients.

Education

• Cypress Ridge High School

  High School Diploma

  2002 — 2006