Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Training
Generic

Cindy Loundagin

Parker,CO

Summary

Reliable and solutions-focused professional with progressive experience delivering high-quality technical support to customers in fast-paced high-demand environments. Experience supporting telecommunications, networking, and Software-as-a-Service products. Performance-driven skills with a proven ability to troubleshoot and resolve complex issues while maintaining exceptional customer satisfaction. Areas of expertise: Customer Support, Collaboration Leadership, Team Leadership, Strategic Planning, Contact Center Operations, Technical Support, Troubleshooting, Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Tier 3 Contact Center Engineer

RingCentral
06.2023 - Current
  • Managed over 800 cases a quarter, ensuring timely resolution and maintaining high standards of quality and customer satisfaction.
  • Provide Tier 3 level technical expertise to all RingCentral Contact Center customers.
  • Embrace technical escalations from all lower-level support teams, CSMs and Executives.
  • Investigate/reproduce product defects and provide details to inContact and Service Engineering.
  • Approve all support cases prior to escalating to (Contact Center) CC Partners.
  • Lead and manage operation incidents working with the NOC to provide thecustomer perspective of the incident.
  • Led quarterly enablement trainings for the support organization.
  • Maintained a high level of expertise and knowledge of RingCentral and Contact Center services, VOIP technology and networking hardware and software.
  • Applied expertise of network architecture required to support RC VoIP and Contact Center services.
  • Applied a high level of expertise towards difficult technical questions, solve technical problems and suggest appropriate workarounds.
  • Proactively utilize network performance monitoring tools to isolate and root cause issues.
  • Provide quick and accurate handling of support interactions - phone, chat, screen sharing and email.
  • Managed customer expectations and experience to deliver high satisfaction and increase retention.
  • Regularly achieved and exceeded service level agreements and quality/customer satisfaction targets.
  • Create, maintain and improve processes and procedures for diagnosing and resolving voice quality issues.
  • Developed and maintained customer-facing and internal knowledge-based articles for use in resolving technical issues.
  • Collaborated with cross-functional teams to ensure project alignment and successful delivery.
  • Mentored junior engineers on best practices in software development and project management.
  • Streamlined workflows by automating repetitive tasks, resulting in increased productivity.
  • Facilitated training sessions for staff on new systems and processes, improving overall team performance.
  • Established strong working relationships with clients through exceptional communication skills, fostering trust and collaboration.
  • Attended continued education courses to enhance skills and creativity.
  • Developed and implemented software solutions to enhance operational efficiency.
  • Evaluated emerging technologies to recommend tools that align with organizational goals.

Technical Lead

RingCentral
06.2022 - Current
  • · Acted as a liaison between TAM and UC/CC Tier 3 on customer concerns and escalations.
  • · Approved escalations for UC Tier 3 and CC Tier 3 by verifying no further action can be taken by ASE's or Technical Leads to resolve the issue. Ensure the correct escalation template is being used with all information and logs attached to the case.
  • · Monitored team rooms for UC and CC related questions and respond to team members who are requesting help.
  • · Attended conference calls with support engineers and customers if requested to help resolve ongoing issues.
  • · Took ownership of cases that are escalated through management or if resolution is not being identified by the current case owner.
  • · Provided Enterprise level technical support to all enterprise customers.
  • · Troubleshot and reproduced customer technical issues to resolution and/or escalates to next level of advanced support.
  • · Responsible for training customer administration of RingCentral platform.
  • · Responsible for training customer administration of Contact Center platform.
  • · Answered complex technical questions and offers workarounds for customer networks.

Technical Account Manager

RingCentral
Centennial, CO
03.2020 - 06.2022
  • Earned Q2 excellence.
  • Served as Contact Center Reporting subject matter expert (SME).
  • Identified customer’s network architecture to extend relevant to RingCentral Office Services.
  • Understood customer’s device and endpoints to the extent relevant to RingCentral services.
  • Collaborated with the customer on outstanding issues, as well as the preferred method of contact for ongoing dialogue.
  • Understood the technical training needs the customer’s Help Desk may need for supporting RingCentral services and developed associated training plans and timelines.
  • Managed customer expectations and experience to deliver high customer satisfaction and increase retention.
  • Ability to communicate effectively with key leaders, including C-level executives, to listen and understand the business needs of the customer.
  • Demonstrated the ability to see the bigger picture and proactively recommend innovative solutions and effectively communicate changes. Ensured these actions align with the customers business needs, helping them achieve success.
  • Recommended network hardware, software, and platform-specific design elements.
  • Collaborated with internal departments to facilitate customer need fulfillment.
  • Created a TAM weekly Q&A sessions for TAMs to collaborate within support and hosted RingCentral internals from other departments for meet and greets.
  • Provided excellent communication and productive weekly Service Reviews with assigned accounts. This reduced escalations to management and leadership.
  • Quickly provided resolutions and workarounds to my assigned accounts.
  • Continued education courses which allowed higher level discussions regarding customer collaborations.
  • Promoted to TAM level 2 and 3.
  • I closely worked with the CAP team to meet with escalated customers regarding Contact Center Reporting needs.
  • Provided training to fellow TAMs and volunteered to mentor.
  • Provided an open-door communication policy to all assigned accounts. Communication is key for the customer experience and relationship.
  • Developed strategic account plans to enhance customer engagement and retention.
  • Coordinated cross-functional teams to resolve complex technical issues efficiently.
  • Conducted regular business reviews, aligning solutions with client objectives and needs.

Support Engineer

RingCentral
02.2019 - Current
  • Earned Q3 Excellence Award.
  • Achieved the most closed cases over 5 months throughout the year.
  • Won most surveys at least 6 months throughout the year.
  • Diagnosed and troubleshoot all RingCentral UC and CC use cases.
  • Provided Enterprise level technical support to all Enterprise customers driving optimal customer satisfaction.
  • Troubleshoot and reproduced customer technical issues to resolution and/or escalations.
  • Applied expert knowledge of RingCentral services and VOIP technology.
  • Oversaw training customer administration of RingCentral platform.
  • Answered complex technical questions and offers workarounds for customer networks.
  • Provided quick and accurate handling of support interactions – phone, screen sharing and email.
  • Followed up with customers, ensuring customer is up to date and satisfied with resolution.
  • Collaborated with cross-functional teams to improve product knowledge and streamline support processes.

Massage Therapist and Physical Therapy Assiatnt

Foothills Integrated Health
03.2016 - 02.2019
  • Conducted comprehensive client assessments to determine specific therapeutic needs.
  • Developed personalized treatment plans based on individual client goals and conditions.
  • Performed various massage techniques, including Swedish, deep tissue, and sports massage.
  • Maintained cleanliness and organization of treatment rooms to ensure a safe environment.
  • Educated clients on self-care practices and wellness strategies post-treatment.
  • Collaborated with healthcare professionals to integrate holistic approaches into recovery plans.
  • Implemented feedback systems to improve service quality and client satisfaction rates.

Instructor

Denver School of Massage Therapy
02.2016 - 03.2017
  • Delivered comprehensive massage therapy curriculum covering Anatomy, Kinesiology, ethics and other massage therapy modalities.
  • Integrated real world clinical scenarios to prepare students for certifications and professional practice.
  • Mentored and coached students fostering professional growth and confidence.
  • Assessed student performance through practical evaluations and feedback from our hands on experiences.
  • Ensured instruction aligned with state licensing and certification standards.
  • Organized workshops to introduce new techniques and modalities in massage therapy.
  • Utilized various teaching methods to accommodate different learning styles effectively.

Education

Professional Massage Therapy Program -

Denver School of Massage Therapy
Aurora, CO

Skills

  • Microsoft Office Suite
  • UUcass
  • CCasS
  • VoIP Technology
  • SIP
  • RTP
  • QoS
  • WAN/LAN
  • Azure
  • API
  • C
  • Postman
  • Salesforce
  • Wireshark
  • HTTPS
  • Application logs
  • Audio Dump files
  • Studio Scripting

Websites

Certification

  • SSCA SIP
  • Kibana Certification
  • Wireshark Certification
  • CXone Nice Reporting
  • CXone WebRTC
  • CXone Platform
  • AI Introduction and Machine Learning

Timeline

Tier 3 Contact Center Engineer

RingCentral
06.2023 - Current

Technical Lead

RingCentral
06.2022 - Current

Technical Account Manager

RingCentral
03.2020 - 06.2022

Support Engineer

RingCentral
02.2019 - Current

Massage Therapist and Physical Therapy Assiatnt

Foothills Integrated Health
03.2016 - 02.2019

Instructor

Denver School of Massage Therapy
02.2016 - 03.2017

Professional Massage Therapy Program -

Denver School of Massage Therapy

Training

  • Networking Plus Training
  • Empirix Training
  • Postman API Training

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Cindy Loundagin