Founder at Everetics. On a mission to unlock revenue through Customer Support and Service excellence

Customer Success, Support, Service, and Experience are the new business battlegrounds. But are you ready to win?

As a multiple industry award-winning Support Leader for over 20 years, I have transformed and scaled Support and Service for B2B businesses of all sizes, from billion-dollar enterprises to start-ups, generated customer loyalty, and driven business growth. The good news? You, too, can differentiate yourself and your business with a practical and strategic approach to delivering Support and Service to your customers. 

Everetics helps customer-focused companies and leadership maximize their potential and scale outstanding customer support and experiences. We offer tailored services, from consultations, mentoring, and coaching to revenue modeling and our comprehensive Support Readiness Assessment. Our personalized offerings are designed to fit your specific needs and industry landscape.

Differentiate, and win, with excellent Customer Experience -> Customer Success, Support and Service.

Shane Smith

Amira Learning

• Provide well-thought out direction to help customers deploy and maintain Amira
• Author and review knowledge base content to promote support scalability and improve self-service capabilities
• Own driving global product or implementation issues to a resolution or decisions
• Craft a broad range of process improvements, including designing analytics, within the Support Team
• Proven track record of leading high-performing support team to deliver exceptional customer experiences. Skilled in leveraging technology, including Salesforce administration, to streamline support processes and drive efficiency. Adept at fostering a customer-centric culture and implementing strategies to enhance customer satisfaction and retention.

Director of Customer Support

• Resolve technical escalations, including identification of cause and issue resolution
• Exceed customer expectations on response quality, timeliness of responses and overall customer experience
• Set up our Tier 2 and 3 systems for success
• Provide well-thought out direction to help customers deploy and maintain Amira
• Author and review knowledge base content to promote support scalability and improve self-service capabilities
• Own driving global product or implementation issues to a resolution or decisions
• Craft a broad range of process improvements, including designing analytics, within the Support Team

Sr. Technical Support Specialist

Vector Solutions

Troubleshoot and test customer issues over the phone, email and through remote assistance software.
Learn the setup of our LMS and business application of Vector Solutions products.
Provide first and second level problem resolution for customers with application problems.
Ensure objectives and service level agreements (SLAs) are met.
Provide resolution of issues for clients, liaise between clients, customer success team and development team.
Utilize our case management system, keep track of your own support tickets, and follow through to completion.
Provide accurate and timely support by documenting all issues and resolutions.
Maintain communications with customers during the problem resolution process.

Technical Support Specialist Tier 2

Technical Support Specialist

Call monitoring for the Verizon Networkfleet team both pre-qual and sales and Mercedes-Benz Mbrace teams. Keeping detailed spreadsheets of completed calls, for around 35 agents at any given time, and agent scores that are submitted to the Verizon client. Uploading completed score cards on sharepoint and keeping in communication with supervisors regarding low scoring calls and auto fails for the agents. Providing constructive criticism to assist agents in bettering their scores. Assisting the quality team with the weekly and monthly drawings held for the agents, and creating the “sweet call” golden tickets for the monthly drawings. Assisting with the monthly Quality newsletter that's sent to all agents in the Networkfleet and Mbrace teams. Providing ideas and solutions to problems the teams seem to have at any given point when it comes to quality and their scores. I've also helped to train both agents and fellow quality team mates.

Quality Assurance Specialist

Millicorp

Customer Care Specialist

Starwood Hotels & Resorts Worldwide, Inc.

Platinum Concierge

As the Director of Customer Support at Amira Learning, I lead a team of dedicated and skilled professionals who provide exceptional service and solutions to our customers. Amira Learning is the leading provider of an AI-powered reading assistant that help children learn to read fluently and confidently. I have years of experience in technical support roles, working with various learning platforms and technologies.

My core competencies include problem solving, troubleshooting, communication, collaboration, and employee training. I enjoy working with customers and internal teams to resolve technical issues, improve processes, and enhance product quality. I also author and review knowledge base content, design analytics, and drive global product or implementation issues to resolution. My mission is to help customers deploy and maintain Amira, and to ensure their success and satisfaction. I am passionate about education and technology, and I believe in the power of Amira to transform the lives of learners and educators.

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The Battle

Shane Smith

Laurie Wutzke

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