Elizabeth Butler
Chinese Language and Literature graduate from University of Kansas with over 10 years experience in various project manager and support manager roles. Currently working as Support Team Lead at Agilysys (formerly Eatec).
| Headline: | Startup Member |
| Skills: | Business, Chinese, English, Languages, Leadership, Management |
| Interested in: | Finding team mates, Meeting new people, Professional opportunities, Recruiting for my startup |
| Schools: | University of Kansas |
WORK EXPERIENCE
| Employer: | Agilysys (formerly Eatec), Emeryville, CA |
| Position: | Support Team Lead |
| Time period: | January 2005 - December 2009 |
| Description: | • Designed and implemented procedures to accept new clients into the support department from the implementation department.
• Designed and implemented SLA for customer care issues including proper routing leading to expedited resolution of problems and greater customer satisfaction • Tracked issues post client upgrades to spot trends to report to development and other internal teams • Worked extensively with clients to support both their technical and operational requirements. • Collaborated with the Software Development Team on both enhancements for future versions of the software and urgent bug fixes for clients. • Developed and tested client software upgrade paths to move clients from much older software versions to the latest version. • Trained new hires on basic software use including basic troubleshooting processes and procedures. • Presented support department overview to clients both in person and on the phone. • Managed and developed staff by aligning their strengths with operational needs. |
| Employer: | Hosted Business Services, San Ramon, CA |
| Position: | Director of Customer Service |
| Time period: | January 2003 - December 2005 |
| Description: | • Played key role in the development of the Customer Service and Provisioning Divisions serving a client base that increased 200% in under two years.
• Recruited, hired and trained new direct reports including performance appraisals and professional development plans; provided coaching and feedback for up to 14 people. • Effectively interfaced with engineering team and telecommunications vendors and implemented two new telecommunications systems (Interactive Intelligence and Telephony at Work) resulting in more robust tools for clients, increased customer satisfaction, cost savings and the development of new revenue generating products. • Initiated and developed 1st and 2nd level technical support procedures to deliver better customer support and trouble tracking resolution. • Assessed company objectives, target markets and customer service delivery resulting in the development of new customer service training manuals. • Coordinated facilities relocation for 25 employees with zero impact to customer service delivery. |
| Employer: | Timeworks Clocks, Berkeley, CA |
| Position: | Customer Service Representative |
| Time period: | January 2002 - December 2003 |
| Description: | • Independently did callbacks on orders with missing credit card information. This extra effort brought in nearly $100,000 in additional revenue over a three-month period.
• Handled over 90 customer calls daily, processing and confirming catalog orders for retail establishments. • Ensured timely shipment of customer orders by tracking inventory and managing logistics with the shipping department. • Skillfully researched and resolved customer complaints and discrepancies; identified areas for operations streamlining and provided effective solutions for customer service quality improvement. |
| Employer: | AES NewEnergy, Walnut Creek, CA |
| Position: | Engineering Project Coordinator |
| Time period: | January 2001 - December 2002 |
| Description: | • Created MS Project Central On-Line Repository and coordinated multiple software development projects serving as communication hub for engineering teams in Northern and Southern California.
• Designed, wrote, and implemented end-user online documentation system using Robohelp. • Assisted third party vendors with integration and testing of financial software package that was delivered to the end users on time and on budget. • Prepared comparative analysis of competitors’ RFP; designed competitive, impactful marketing documentation prototypes and managed responses to updates in presentation package. |
| Employer: | Silicon Energy, Alameda, CA |
| Position: | Engineering Project Coordinator |
| Time period: | January 2000 - December 2001 |
| Description: | • Generated master schedule of all software development project plans for commercial building energy analysis platform.
• Used Peregrine to work with members of the Support Desk to insure timely and accurate resolutions to customer concerns. • Developed, wrote and maintained engineering intranet site (20+ pages- HTML) with frequently updated documents. • Evaluated and analyzed third party software (Caliber-RM, DOORS, and MS Project) for suitability and compatibility resulting in process development enhancement and improvements. • Took “ownership” of numerous special projects requiring code customization resulting in more efficient process management and communication between the Engineering and Professional Services groups. |
| Employer: | Pacific Bell, San Ramon, CA |
| Position: | Deployment Coordinator |
| Time period: | January 1999 - December 2000 |
| Description: | • Served as primary contact for Pacific Bell employees during a major deployment and replacement of PC equipment to make machines Y2K compliant and to meet leasing requirements.
• Diplomatically coordinated complex aspects of hardware and software deployments with outside vendors, internal clients, and technical teams. Managed all transition documentation for the on-site technical team. • Created and led critical client stakeholder meetings using PowerPoint presentations explaining the hardware change-out process. |
| Employer: | Kaiser Permanente IT Department, Walnut Creek, CA |
| Position: | Associate Business Analyst/Quality Assurance Project Controller |
| Time period: | January 1997 - December 1999 |
| Description: | • Participated in the development and maintenance of a complex rollout schedule for a highly aggressive NT deployment (180 servers at 40 different sites in 90 days).
• Calmly handled “crisis management” server deployment issues keeping all associates and stakeholders apprised of accurate equipment routing procedures. |
| Employer: | Universal Language Institute, Tokyo, Japan |
| Position: | Communications Trainer |
| Time period: | January 1995 - December 1997 |
| Description: | • Designed and taught Business English and Cross Cultural Communication courses to Fujitsu Inc.
senior management from technical and engineering divisions resulting in increased communication effectiveness and professional confidence. • Awarded renewable contract due to consistent superior ratings received from participants. |
EDUCATION
| University: | University of Kansas |
| Degree: | Chinese Language and Literature, BA |
INFORMATION
| Hobbies: | • SAG driver for the Grizzly Peak Century |
| Memberships: | • Vice President of the Willard Neighborhood Association |
Elizabeth is Following (7)
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We produce cooking content for TV and the Internet with a focus on easy to prepare, delicous and health concious. We only film professional chefs.
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