Connor Swanson

• Strong communication, problem-solving, negotiation, training, and presentation skills
• Exceptional customer service advocate providing support with a focus on customer satisfaction and timely issue resolution
• Successful delivering within time-sensitive, high-pressure environments managing tasks across multiple simultaneous projects
• Fast learner that adapts and learns quickly to understand new products and systems at a broad and technical level
• Adept at analyzing and synthesizing complex information in order to deliver relevant messaging to audiences with different roles and skills
• Experienced with benefit-focused positioning over feature-focused positioning in promoting value for customers
• Talented technical writer including product documentation, best practices, enhancements, and root cause analysis

INFOR (April 2018 – Present)

Senior Product Support Analyst, Lawson SCM - Saint Paul, Minnesota

• Provide support and issue resolution to customer issues with a focus on root cause determination, customer satisfaction and resolution-time
• Subject matter expert for all concerns related to Infor Lawson Requisition Center, Procurement Punchout, Inventory Control and Warehouse 
• Deliver customer facing training, best-practice recommendations, and data analysis to improve efficiency
• Test and report code defects and functionality concerns to cross-functional development group 
• Serve as liaison and customer advocate during the development process for defect corrections and functionality enhancements
• Develop training documentation and materials, and deliver training to peers, new team members and cross-functional teams to expand breadth and depth of product knowledge
• Drove initiative to reduce total backlog by over 100% and high priority, aged issues to below 10% of total backlog through issue prioritization and collaboration with team members
• Maintained personal and team-wide customer satisfaction ratings above 4.8/5

 Senior Specialist, Space & Presentation - Minneapolis, Minnesota

• Successfully executed transition work for over 850 store remodels, including space change management and cross-functional team alignment
• Project management for execution tasks with team in Bangalore, India - including timing, execution tracking and training
• Managed space data and store planogram ties for Jewelry, Accessories & Shoes departments
• Adapted and reworked multiple tools and processes, allowing role savings of over 400 hours annually

Marketing and Communications Intern - Plymouth, Minnesota

• Drafted public facing press releases focusing on business developments, contracts and new products
• Reorganized internal customer database to better view relationships with high-profile clients and manage scheduled servicing

Coe College (Cedar Rapids, IA)

Bachelor of Arts – Awarded: May 2016

Focus: International Business/German

Awards: Trustee Scholarship, Academic Distinction Scholarship