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Client Support Specialist

I have held a variety of project management positions including SaaS,(Telematics and Healthcare) Apple products (iPhone), Golf reservations management projects and, currently eLearning clients. I currently handle over 50 clients at a time and even more than that during our fall peak season.
All these positions have required me to be highly skilled in organizing, scheduling, tracking, communicating, and reporting…..these are the essences of successful project management.
I feel one of my strengths is communication…..whether it be with management or client level. I think come in “the side door of technology” actually helps in my communication with non-technical people.
With my degree in journalism, writing has always come easy. Again, dealing with a variety of audiences, I have gathered a lot of experience in knowing the audience and effectively communicating our message to them.
 
I have held a variety of Customer Service Manager positions over the past 15 years.
Most recently at Apple, Inc. where I managed a team of 12-18 iPhone Tier 2 technical support agents. Some of my responsibilities were:
Set and manage monitoring goals. • Participate in hiring, and training development as needed. • Perform HR and Administrative tasks. • Through editing and proofreading, work with Training Department to keep all KB’s, SGT’s and web support documents updated. • Conduct employee one on one’s. • Actively manage the performance of the team.


Develop a schedule for project completion with both the Sales Team and client.
Review and revise the deliverables schedule as needed along with continued communication with the client.
Create a detailed deployment plan which identifies and sequences the activities needed to successfully complete the deployment. 
Provide continued updates with the Sales Team throughout the course build outs.
Ensure that all projects are delivered on-time, accurate, within scope and within budget.   
Communicate any barriers that might affect meeting the agreed deployment deadline date. 
Work closely with the Engineering team for data exchange and portal configurations.
Manage changes to the project scope, project schedule, and project customization costs through Salesforce and Zendesk tickets.
Provide client follow up training and support after deployment.
Continue the process throughout any yearly renewals or government mandates.


Responsible for providing daily supervision and promoting the development of Technical Support agents handling SaaS issues from web based subscribers.  Set and manage monitoring goals  Participate in hiring and training development as needed  Perform HR and Administrative tasks  Conduct employee one on one's  Actively manage the performance of the team toward metrics  Define and deliver goals and expectations for direct reports  Measure and report attainment of goals  Seek and take action on improvement opportunities  Project Management – Developed internal “Watch List” Google Doc ranking 100+ agencies into status based categories for follow up communication 


Technical Support Supervisor

Fleet GPS/Telematics Management through SaaS Ensured customers’ success through the delivery of our Tier 1 & 2 technical support functions. Responsible for assisting in the setup and training of new customers, answering customer questions about Telogis products and services, researching or escalating cases that require additional attention to reach resolution, and helping users solve problems using Telogis solutions. As a Senior TSRs I set the example for quality customer service among the team, exercised leadership in coaching, guiding and training other team members, and demonstrate higher levels of maturity in the handling of support cases and escalations. Was assigned a lead role within the technical support team or as a dedicated service resource/manager for specific enterprise-level accounts such as Asplundh, Elektro (Brazil), Ford Crew Chief and Coca Cola. 


Account Manager

Responsible for providing daily supervision and promoting the development of iPhone Tier 2 agents for both Mac and PC platforms. • Set and manage monitoring goals. • Participate in hiring, and training development as needed. • Perform HR and Administrative tasks. • Through editing and proofreading, work with Training Department to keep all KB’s, SGT’s and web support documents updated. • Conduct employee one on one’s. • Actively manage the performance of the team • Define and deliver goals and expectations for direct reports • Measure and report attainment of goals • Monitor agent training requirements-SGTs, SPTs, roundtables and workshops. • Share best practices – report any pertinent partner site information. • Seek and take action on improvement 
opportunities. iPhone Tier 2 Technical Support Representative May 2007-November 2008 Applecare Training Experience • Partner Site iPhone Training: • iPhone New Agent Training: • iPhone Wireless Carrier Email Support Transition Training • Cu

iPhone Team Manager

Find out detailed information about Judy Cobb, Client Support Specialist in Austin, TX

Judy Cobb: Client Support Specialist in Austin, TX

Judy Cobb

WorkplaceAnswers

Kinnser Software

Telogis

Apple, Inc.

University of North Texas