Experience

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  Stringcan

  Aug 2013 - Apr 2014

  • Produced two webseries: Zipline and Hoosier Hometown Heroes. • Worked with clients to deliver results by working with video, CRM Platforms, social media, and other digital communication techniques.• Worked with the team to develop and implement outbound call campaigns. • Worked primarily with video to help clients get recognized on the web.• Worked with Social Media to promote videos after completion.

  • Client Success Represenative

    Nov 2013 - Apr 2014

  • Visual Media Intern

    Aug 2013 - Nov 2013
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  Panasonic usa

  Aug 2015 - Aug 2016

  Operator

  • Developed and operated data driven leaderboards using VIZRT for specialized events. • Set up, troubleshooted, and operated the new large screen video displays at the Indianapolis Motor Speedway for large events, including the Indianapolis 500, Brickyard and private gatherings.

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  Blackbaud

  Jun 2016 - Jul 2017

  Customer support analyst

  • Provided a range of services to assist customers in making use of Blackbaud's software.• Troubleshot reported incidents and answered questions about software functionality.• Duties expanded in early 2017 to handle escalated issues.

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  Determine

  Jul 2017 - Oct 2018

  Customer support specialist

  • Professionally and diligently served contract management and sourcing professionals using the Determine Platforms, averaging 30+ customer interactions per day. • Assisted with Salesforce administration and technical writing.

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  Rue gilt groupe

  Oct 2018 - Apr 2020

  Customer experience specialist

  • Supervised two other agents in a call center environment supporting an E-Commerce website. • Handled regular and escalated customer contacts in a timely and professional manner.• Helped create and configure IVR Phone Tree, Helpdesk and Zendesk Instance.• Coordinated with the business operations lead to prioritize and track website defects and spearheaded UAT and regression testing processes. • Worked to provide daily financial/traffic reporting that summarized six different data streams. Show less

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  Spotme

  Jan 2021 - May 2024

  • Served as a key escalation point for challenging customer issues, demonstrating expertise in problem resolution and timeliness. • Facilitated collaborative and engaging team meetings for the Customer Support team, hosting or co-hosting weekly. • Managed and optimized team members' schedules to ensure efficient allocation of resources for optimal customer support.• Took charge of the US on-call shift schedule, coordinating seamless transitions and providing timely responses during critical periods.• Provided coverage and support for leadership during their absence, ensuring continuity of exceptional customer support. Show less

  • Senior Customer Support Specialist

    Feb 2022 - May 2024

  • Customer Support Specialist

    Jan 2021 - Feb 2022
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  Unisys

  Jul 2024 - now

  Master technican service desk

  ● Supports, troubleshoots, and resolves end user issues in the custom software applications for clinical trials via phone and email.● Documents all call information according to strict QA and internal standard operating procedures.● Monitors team mailbox emails and triages incidents for other team members.