Samantha Payne
- Role
- Business Analyst & Tier 2 Technical Support Manager at PPLSI
- Location
- Ada, OK, US
- LinkedIn followers
- 500 followers
About Samantha Payne
Strategic and solutions-driven leader with 13+ years of experience spanning product…
Experience
Business Analyst & Tier 2 Technical Support Manager
Sep 2020 — Present
Utilize my project management skills for special projects as requested by the Chief Operations Officer and/or VP of Customer Engagement. • Utilize my experience as a PMPO to bring business needs to the Product Development team while assisting in facilitating conversations between business stakeholders and product development to answer questions about requirements provided, etc. • Work closely with product development and business stakeholders to complete user acceptance testing for product features that have completed development and are getting ready to be released. • Work with technical engineers to maintain data integrity between classic legacy systems & new cloud-based systems being developed. • Manage the team handling all escalated technical support requests as tier 2 support between frontline CSRs & the Information Technology team. This includes the management of all technical tickets coming to tier 2 support from frontline CSRs. • Manage the communication lines between the tier 2 support team I lead & the IT team on issues that require their expertise and assistance. • Work directly with appropriate leads in all departments until issues are resolved and also manage the communication plan with all involved parties throughout the process. • Accountable for working through technical issues alongside IT engineers for any issues discovered by the department or reported by associates or members. • Increased support efficiency by 150% within the first 3 months by streamlining and implementing processes for intake requests. • Implemented metric tracking for monthly, quarterly, and annual work completed by the tier 2 support teams as well as being able to provide year-over-year statistics in measuring requests we take and resolutions made through our support team or through working with technical development teams for resolution.
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