Kelly Salmon
Intuitive professional with 8+ years\' success managing product support functions to drive customer service and retention
- Role
- Product Support Specialist at ECI Software Solutions
- Location
- Mesa, AZ, US
- LinkedIn followers
- 500 followers
About Kelly Salmon
Hello! My name is Kelly Salmon! I’m a resourceful and customer-centric…
Experience
Product Support Specialist
Feb 2013 — Present
Throughout my career as a Product Support Specialist with Digital Gateway (subsidiary of ECi Software Solutions), I serve as a key member of the product support team for a cloud-based (SaaS) and on-prem ERP software. I work remotely with concurrent responsibility for handling customer communication, maintaining necessary documentation, troubleshooting product issues, up selling additional products, cultivating enduring relationships, and recommending innovative ways to optimize / automate usage. I act as a primary resource for ensuring effective resolution of customer issues and inquiries in a timely manner while constantly striving to optimize customer experience and satisfaction. I assist in support initiatives, including building best practice and training documentation for clients and helping to build a knowledge-based library for clients and fellow support associates.The following are highlights of my contributions to Digital Gateway (subsidiary of ECi Software Solutions); Played an instrumental role in increasing sales by analyzing customer needs, recommending add-on products, and articulating products’ value proposition. Streamlined office operations, increased efficiency, and drove customer satisfaction by implementing and training peers on new office procedures. Developed comprehensive documentation knowledge base to share expertise and optimize customer assistance by working collaboratively with the team. Provided leadership and results-oriented training to new employees to stimulate peak performance and ensure customer service success. Earned multiple ‘High 5’ awards for the team, including ‘Deliver Awesome’, ‘Own the Outcome’, and ‘Embrace Community’. Established productive and long-lasting relationships with colleagues, customers, and management while excelling in a remote environment.
Education
Brigham Young University
Bachelor of Science, Business Management- Marketing
2007 — 2011
Reservoir High School
High School Diploma
2003 — 2007
Skills
- Microsoft Office
Find verified contacts for anyone on LinkedIn
Unifers gives sales teams verified emails and direct dials, enriched profiles, and outreach that lands in the inbox.
Free plan included · No credit card required
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.