Joseph Cunningham

Senior Assistant Vice President of Client Support, Operations & Client Engagement Management @EXL

NY, US

Direct Support Operations in troubleshooting software, maintain client satisfaction in product expectation and service level agreement turnaround and deliver client data packages. Maintain software backlog and prioritize with agile methodologies for both Maintenance & Support, Enhancements, Roadmap and Client billable request. Manage client Project Managers to successfully implement and/or upgrade software applications. Manage all client billable tasks & oversee all work through an intake process. Maintain positive relationships with customers as their primary point of contact, assist clients implement services and plan projects effectively, manage contract terms, invoices and address customer issues with speed and efficiency.Enhanced workflow prioritization by creating a single point of entry for all work from all input channels. The Intake process streamlines all work items to be discussed by a committee before work is committed to the overall backlog for prioritization. Increased Client Supports first pass rate on ticket closure by setting up weekly lunch and learn sessions focused on cross training the team. These sessions allowed the team to grow their knowledge base, which allowed us to close cases on a first pass vs. reaching out for assistance from other units. Expanded Client Supports roles & responsibilities by reviewing other units\' processes to identify steps that made better sense in the support role vs. Where it resided. I was able to move a total of 8 processes over to our Support team thus freeing up a more senior developer, saving the organization money

Bryant & Stratton College

Associate's degree