Tarsha Clemons

About Tarsha Clemons

A results-driven and proven business professional with significant management experience…

Experience

1. Sr Manager Technical Support

   Majesco

   Oct 2021 — Present · US

   Manage remote Tier 2 technical support software team based in India. Customer Relation Management (CRM) for software implementations, patches and escalations. Provide cross-functional team management for product support and engineering. Work with cross-functional teams to drive and resolve customer satisfaction for software builds, patches, and implementations. Monitor customer issues via SNOW and establish priority of items, and keep customers informed of status.• Managed 10 high profile revenue customer contracts as customer success manager• Drove KPIs and performance for backlogs, response time resolution, SLA, and CSAT• Reduced backlog to 0% for key customers and drove reduction down 50% other customers• Led Quarterly Business Reviews in collaboration with Client Partners to review account health• Perform periodic case review of customer issues and concerns to ensure progress is made.

Education

• Tusculum College

  Master of Arts

• Tusculum University

  Bachelor of Science

Skills

• Business Process
• Team Leadership
• Call Center
• Crm
• Production Management
• Program Management
• Production Managment
• Analysis
• Process Improvement
• Manufacturing
• Troubleshooting
• Call Centers
• Operations Management
• Lean Manufacturing
• Data Center
• Strategic Planning
• Management
• Business Process Improvement
• Continuous Improvement
• Project Management
• Customer Satisfaction
• Customer Relationship Management (Crm)
• Technical Support
• Software Documentation
• Cross-Functional Team Leadership
• Contact Centers
• Six Sigma
• Project Planning