Risa Peterson

• Facilitated onboarding of new team members, emphasizing product usage and customer service standards.
• Coached and mentored Support team to enhance product issue resolution and client satisfaction.
• Implemented performance improvement feedback mechanisms to promote individual growth within the team.
• Educated team on proactive support techniques to achieve Time to Resolution and CSAT goals.
• Assisted with challenging client requests, mitigating escalations effectively when necessary.
• Led ongoing training sessions focusing on customer service excellence and technical product expertise.
• Monitored ticket queues, addressing tickets proactively to maintain workflow efficiency.
• Enhanced documentation and processes in Confluence for continuous improvement.

• Mentored support team in managing difficult client conversations and escalations.
• Responded to advanced ticket inquiries in team channels, enhancing colleague support.
• Drafted and implemented new process workflows
• Organized Team Confluence documentation to streamline access to resources.
• Led internal quarterly Smart Square CSR audits for quality assurance.
• Increased user adoption rates, fostering strong relationships with clients.
• Provided exceptional customer service across diverse client portfolios, including Strategic tier clients.
• Leveraged advanced technical knowledge in open shift incentives and Financial Dashboard intricacies.

• Managed day-to-day functions of Client Services Staff to ensure effective customer engagement.
• Executed recruitment processes to select and retain top talent for optimal team performance.
• Monitored Service Ticket timelines, ensuring adherence to SLA targets for timely resolutions.
• Identified process improvement opportunities to enhance overall efficiency and productivity.
• Developed training programs, customer service strategies, and quality measurement standards.
• Tracked customer support metrics to pinpoint issues and advise relevant departments on solutions.
• Skilled in Microsoft Office Suite, JIRA

• Directed day-to-day functions of Client Services Staff to optimize customer engagement.
  Conducted recruitment and selection processes while fostering employee development.
  Ensured timely management of Service Ticket timelines in line with SLA objectives.
  Defined and improved operational processes for enhanced productivity.
  Developed training programs focused on customer service initiatives and process documentation.
  Tracked customer support metrics to pinpoint issues and recommend organizational solutions.
  Demonstrated proficiency in Microsoft Office Suite, JIRA, ConnectWise, and Microsoft Dynamics.

manage a team of Customer Support Specialists. Together, we support our nationwide network of over 80,000 post-acute care providers and hundreds of client users.
•Implemented several programs and policies, including: Employee Development program, Quality Assurance Rewards and Recognition, attendance policy, and more
• Manage/Support a team of up to 12 employees, for a 24/7/365 customer support team.
•Maintain/Support a network of over 80,000 post acute providers
•Vast experience communicating with and providing world class customer service directly to our clients, as well as utilizing relationship building skills with all levels of management