PROJECT 2

Objective: Track and mitigate client issues arising from bugs, communicate daily with development teams about all open issues, and ensure thorough testing of solutions before client implementation to ensure customer satisfaction.

Role: As the primary contact for all U.S. accounts of i2c, Inc., an international electronic transaction processing and application development company, I provided comprehensive support for over 100 small independent chain markets. My responsibilities included:

• Providing terminal and WebPOS tech support.

• Acting as the sole U.S.-based hardware tester, performing all QA and QC for new version rollouts and bug-fix patches.

• Installing and shipping all hardware point-of-sale devices to customers.

• Conducting training via web video, remote VPN, and phone, while tracking all training concerns and customer issues for resolution.

• Maintaining and growing client relationships, ensuring customer satisfaction and support.

Process:

Client Support and Relationship Management:

• Maintained relationships with all U.S. accounts, ensuring ongoing satisfaction and addressing any concerns promptly.

• Provided end-to-end support from account creation through ongoing technical and user support.

QA and QC Testing:

• Conducted rigorous QA and QC testing for each new software version and bug-fix patch.

• Identified, tracked, and documented all known issues, communicating these to the overseas development teams daily.

Bug Tracking and Resolution:

• Monitored and mitigated the impact of bugs on client operations, ensuring all issues were resolved before client implementation.

• Tested all solutions thoroughly, ensuring they met client needs and were free from issues before deployment.

Installation and Training:

• Installed and shipped all hardware point-of-sale devices to customers, ensuring seamless integration with their existing systems.

• Conducted comprehensive training sessions using web video, remote VPN, and phone, addressing all training concerns and ensuring clients were confident in using the new systems.

Outcome:

• Successfully doubled the number of U.S. accounts from 50 to 100, supporting approximately 100 to 200+ stores.

• Managed all aspects of customer support, including QA/QC, tech support, user training, bug tracking, and account management.

• Significantly improved customer satisfaction, contributing to securing the next round of funding and expanding into vertical markets and big-box stores.

Impact: This project highlights my ability to manage client relationships, provide comprehensive technical support, and ensure high-quality software and hardware solutions. My role was pivotal in expanding the company's U.S. market presence and enhancing customer satisfaction, demonstrating key skills in user experience research, problem-solving, and effective communication.

Key Skills Demonstrated:

User Experience Research and Feedback Integration - 20%

Problem Solving and Bug Tracking - 20%

Effective Communication and Collaboration with Development Teams - 20%

Project Management and Implementation - 20%

Training and Support Documentation - 10%

Customer Relationship Management - 10%

Here is a pie chart illustrating the task distribution for Project Two. The percentages are approximate and demonstrate the focus areas within the project:

Here is a graph that show Key Skills Demonstrated & Detailed: