Alyssa Dyas
Carlsbad
Summary
Experienced software professional with a diverse background in Technical and Product Support, Leadership and excellent Customer and Project Management skills. Action-oriented self-starter with a strong ability to communicate effectively with technical business executives while leading incredible teams & driving major strategic initiatives.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Product Support Manager
ActiveCampaign
Chicago
03.2022 - Current
- Lead Team of 4 Front Line Mangers and oversee 20 Front Line agents coaching actively to high standard performance, data fluency and people management.
- Achieve 91% Customer Satisfaction score on strategic accounts.
- Directed the work of a high volume department distributed across chat, ticket, phone & multiple languages.
- Implemented processes across a global team of frontline managers designed to protect and improve SLAs across ticket queues to achieve customer delight.
- Created and maintained reports via Looker and Zendesk Explorer to define and determine customer trends.
- Developed and implemented department focused development plan which focus on manager/agent growth.
Senior Product Support Manager
Airspace Technologies
Carlsbad
01.2021 - 03.2022
- Built and developed Product Support Department to manage 250 ticket per month and provide quality external and internal end user experience.
- Developed and maintained process documentation for onboarding using Confluence, Trello, Jira and Salesforce
- Lead weekly meetings with Product Managers, Customer Success and Developer Leads to align and prioritize production issues.
- Implemented quality improvement changes using Looker, Google Data Studio reports captured to minimize product defect rates and submit monthly reports to support executive decision making.
- Created and documented communication process with Customer Success and R&D teams.
- Standardized NPS and CSAT performance goals across CS, Sales and Support.
Senior Software Support Manager
GoSpotCheck Denver
Denver
01.2017 - 01.2021
- Directly supervise 9 people across two bilingual teams, including evening remote employees.
- Provide software and technical support to 60,000 daily active users globally for 8 proprietary products over 3 channels.
- Lead ongoing training and career development plans for all team members.
- Scope/monitor team projects for accurate and timely delivery on quarterly strategic goals: focusing on quality of service, customer satisfaction, net promoter scores and team scalability.
- Develop and maintain internal processes and tools for entire team, including Zendesk, Asana, Salesforce and Looker data insights system.
- Forecast hiring and scheduling needs to ensure optimal coverage for excellence customer service.
- Represent customer voice when working with engineering teams to prioritize resolution of critical defects and outages.
- Developed and delivered 5 week on boarding training program that ensured all team members are equipped to support customers in timely manner.
- Customized external communication during non-business hours and company-wide meetings.
- Ran and documented individual team weekly performance reviews to enable role development and growth.
Senior Technical Support Analyst
GoSpotCheck Denver
Denver
05.2015 - 01.2017
- Acted as liaison between commercial, product and engineering teams to communicate technical bugs in daily customers’ report.
- Collaborated with QA and Product to determine priority of technical triage enabling resolution of production issues.
- Tested beta releases for 6 different products to ensure release quality.
- Developed and maintained bug scoring system to provide insight to QA and Product teams on severity of production issues that customers faced.
- Created and maintained escalation documentation in Zendesk and Pivotal Tracker to help keep communication clear to product and engineering teams.
- Communicated all resolutions and application deprecation emails to customers.
- Utilized following tools to effectively perform: Fabric, Sentry, Dataclip, Papertrail, AWS and Crashlytics.
Education
Bachelors of Specialized Studies - Communication And Marketing Management
Ohio University
Athens, OH09.2012
Skills
- Lifecycle management
- Organization and Time management
- Raw Product Testing
- Distribution Coordination
- New Process Development
- Production Reports Maintenance
- Verbal and Written Communication
- Staffing Requirement Determination
- Relationship Building
- Team Recruiting and Hiring
- Detail-Oriented
- Cross-departmental Alignment
Certification
- Customer Experience Leadership, LinkedIn - 2022
- How to Present and Stay on Point, LinkedIn - 2022
- The 4 Essential Roles of Leadership, FranklinCovey - 2020
Timeline
Product Support Manager
ActiveCampaign
03.2022 - Current
Senior Product Support Manager
Airspace Technologies
01.2021 - 03.2022
Senior Software Support Manager
GoSpotCheck Denver
01.2017 - 01.2021
Senior Technical Support Analyst
GoSpotCheck Denver
05.2015 - 01.2017
Bachelors of Specialized Studies - Communication And Marketing Management
Ohio University
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