Kristin Aduna

Experience

1. Sr Support Manager

   Q2

   Aug 2021 — Present · Austin, TX, US

   Deliver a superior customer support experience Drive the team towards the vision, direction, and culture of Q2 and the Support organizationAchieve team goals by maximizing the success of the team members through motivating, rewarding, and coachingCoach staff members through regular scheduled 1 on 1’s, maintaining employee development and satisfaction.Manage individual and team performance expectations and goalsManage staff onboarding and termination, including interviews and new team member selection processesEngage in continuous improvement Analyze results via regular reporting metrics and use these metrics to drive support members and process improvementsWork with other Q2 departments on initiatives that will drive down case volume or overall time to resolution.Define and develop process and procedures that drive efficiency and consistency in supportIdentify and remove staff roadblocksManage, address and deescalate client escalations with a “call first” mentalityDevelop and maintain effective relationships with customers and other departments.Exemplify workplace and business ethicsResponsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to.Effectively manage projects to meet deadlines and achieve resultsIdentify, meet and exceed team and individual metrics that lead towards Q2 and executive management objectivesMaintain advanced knowledge of HR and Legal team management practices and management best practicesDevelop and grow advanced knowledge of technical support concepts and practicesExemplify the Q2 corporate culture and spiritRemain available as needed for crisis managementServe as the “non-standard business hours” escalation point for level 1 support when assigned, and as backup for other management team members.Manage conflict to ensure team members feel respected and are allowed to function at their highest level.

Skills

• Hospitality Industry
• Account Management
• Corporate Events
• Food & Beverage
• Budgeting
• Ctuit Radar
• Customer Service
• Training
• New Business Development
• Advertising
• Marketing Strategy
• Business Development
• Hospitality
• Strategic Planning
• Inventory Management
• Sales Management
• Management
• Team Building
• Budgets
• Contract Negotiation
• Negotiation
• Sales
• Email Marketing
• Restaurant Management
• Public Speaking
• Restaurants
• Event Management
• Leadership
• Menu Development
• Event Planning
• Marketing
• Team Leadership