Emily Dean
About Emily Dean
Emily Dean is a Senior Manager of Technical Support at Takeoff Technologies, Inc., with a background in product knowledge management at athenahealth. She holds a Bachelor of Business Administration in Marketing from the University of Maine and has experience in workforce management and quality program development.
Work at Takeoff Technologies
Emily Dean serves as the Senior Manager of Technical Support at Takeoff Technologies, Inc. since 2022. In this role, she has developed a workforce management strategy aimed at maintaining consistent customer service levels and optimizing resource utilization. Additionally, she initiated a comprehensive quality program that involved selecting a cost-effective vendor and tool to conduct 100% quality assurance on all Technical Support tickets. This program established a feedback loop designed to enhance the overall customer experience.
Previous Experience at athenahealth
Emily Dean worked at athenahealth in various roles from 2016 to 2022. She began as Manager of Product Knowledge in Belfast, Maine, for two years before advancing to Senior Manager of Product Knowledge, where she served for four years. In 2022, she briefly held the position of Senior Program Manager for Virtual Onboarding. During her tenure, she steered complex projects by collaborating with key stakeholders to drive organizational design initiatives, providing recommendations based on data analysis.
Education and Expertise
Emily Dean earned her Bachelor of Business Administration (B.B.A.) in Marketing from the University of Maine, completing her studies from 2004 to 2009. Her educational background has equipped her with the skills necessary for her roles in technical support and product knowledge management, contributing to her strategic approach in workforce management and quality assurance.
Background in Banking
Before her career in technology and support management, Emily Dean worked as a Teller at Bank of America from 2006 to 2009. This early experience in the banking sector provided her with foundational customer service skills and an understanding of operational processes, which have been beneficial in her subsequent roles in technical support and management.
Team Expansion Initiatives
In her current role at Takeoff Technologies, Emily Dean led the strategic expansion of the Technical Support team by establishing a new office in Pune, India. This initiative focused on recruitment, operational management, training, and process improvement, demonstrating her commitment to enhancing team capabilities and service delivery.