- Business Rules
Ellie Mae Technical Support Wins HDI Pinnacle of Excellence Award
PLEASANTON, Calif. – January 25, 2017 – Ellie Mae® (NYSE: ELLI), a leading provider of innovative on-demand software solutions and services for the residential mortgage industry, today announced that the Ellie Mae Technical Support team was recognized with the HDI Pinnacle of Excellence Award for Team Lead Certification. HDI, the first professional association created for the technical support industry, offers resources, training, events and research to promote organization-wide success through exceptional customer service.
As part of the Ellie Mae Technical Support organization’s efforts toward continuous improvement, operational excellence and staff development, the team recently invested in several role-based training efforts through a comprehensive HDI-led curriculum. For each role, HDI provided curriculum, tools and techniques to make the individual, team and customer successful.
Course topics covered in the curriculum included:
- Essential leadership skills
- The meaning and importance of achieving and maintaining service levels
- Service delivery methods and techniques
- Total Contact Ownership
- Active problem analysis and effective troubleshooting techniques
- The ITIL® process of incident, problem, change, release, asset, and configuration management
- Overview of security and knowledge management
- Strategies for managing conflict
- Eight-step method for effective coaching
- Proven team-building and motivational techniques
- Essential performance metrics and key performance indicators
For this achievement, the Ellie Mae Technical Support organization will be recognized at the 2017 HDI National Conference & Expo in Washington, D.C. among more than 2,500 technology peers.
“Supporting our customers to ensure that they are successful and satisfied is our top priority at Ellie Mae,” said Jonathan Corr, president and CEO of Ellie Mae. “We are incredibly proud of our Technical Support team for winning the HDI Pinnacle of Excellence Award and for being recognized as a best-in-class customer support organization.”
About Ellie Mae
Ellie Mae (NYSE:ELLI) is a leading provider of innovative on-demand software solutions and services for the residential mortgage industry. Mortgage lenders of all sizes use Ellie Mae’s Encompass® all-in-one mortgage management solution, Mavent Compliance Service, and AllRegs research, reference and education resources to improve compliance, loan quality and efficiency across the entire mortgage lifecycle. Visit EllieMae.com or call 877.355.4362 to learn more.
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