Shawn Andrew
- Role
- Director Customer Support at MDaudit
- Location
- North Easton, MA, US
- LinkedIn followers
- 500 followers
About Shawn Andrew
Highly successful Senior Manager with proven leadership and quantifiable achievements…
Experience
Director Customer Support
Jul 2021 — Present
As a Senior leader developed and executed on team goals in alignment with corporate goals and objectives. • Directed and coordinated remote support team activities to ensure quality and timely customer support. • Developed and managed key operations metrics related to L1 and L2 support issues and processes. • Implemented and enhanced support tools, workflows, and self-service solutions to deliver high quality customer service and scale. • Managed a team of functional and technical support engineers to triage issues and collaborate with engineering teams to resolve issues. • Consistent engagement with Customer Experience teams to drive NPS and Customer Satisfaction improvement activities. • Provide continuous leadership and oversight of employee objectives, performance and goals with ongoing feedback and formal performance appraisals. • Influenced product roadmap strategies with data driven defect priorities and supportability enhancements. • Ensure the right issue is routed to the right team with the right priority at the right time for timely resolution. • Leverage technology to develop and maintain scalable support processes and staffing model. • Monitor customer case trends ensuring the team meets all metrics and agreed upon SLA’s. • Collaborated with the Technology team to identify and promote improvements related to data ingestion and platform configuration. • Partner with Product Leaders on user acceptance testing activities. • Fully engage with Product/Engineering teams on customer communication strategies during scheduled or unplanned release deployments.
Education
Babson College
Bachelor of Science, Marketing
Skills
- Business Analysis
- Operations Management
- Healthcare Information Technology
- New Business Development
- Strategy
- Saas
- Program Management
- Analytics
- Professional Services
- Leadership
- Strategic Partnerships
- Call Center
- Business Intelligence
- Management
- Vendor Management
- Customer Satisfaction
- Project Management
- Healthcare Industry
- Salesforce.com
- Edi
- Process Improvement
- Healthcare
- Product Management
- Team Leadership
- Hipaa
- Customer Service
- Cross-Functional Team Leadership
- Help Desk Support
- Business Process Improvement
- Account Management
- Call Centers
- Team Building
- Business Strategy
- Software Documentation
- Ehr
- Technical Support
- Change Management
- Software Implementation
- Crm
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