Daniel M.

Experience

• 

  The Center

  Sept 2015 - Dec 2015

  Counseling Assistant

  • Led a 40 minute long group session that I designed with the topic of Positive Psychology• Worked with counselors to learn about various counseling methodso Observed how the counselors interacted with the clients• Attended staff meetings, group counseling, and information sessions• Filed various types of paperwork

• 

  Waters & Sims Employment Services

  Sept 2016 - Nov 2016

  Human Resources Assistant

  • Worked directly with the Vice President/Director to manage various human resources documents• Organized a variety of documents for both employees and clients, including timesheets, forms, and informational packets• Developed various human resources-related documents for distribution to the firm’s employees (ie: schedules and incentive plans)

• 

  Monmouth University

  Sept 2016 - Dec 2016

  Clinical Research Assistant

  • Worked directly with Dr. Goodwin and other research assistants on a year-long psychological research project for the university• The topic of the study focused on stereotypes and stigmas toward television, movie and internet fandom• Compiled articles, perform data analysis, and presented findings to university faculty in the Psychology Department

• 

  Mental Health Association of Monmouth County

  Apr 2017 - Jan 2018

  Housing Navigation Case Manager

  • Helped lead entirely new Housing Navigation Program designed to aid homeless individuals to secure housing• Managed a caseload over 150 referred clients from the Monmouth County Division of Social Services • Performed detailed research, surveying, and intake process to match each referred individual with the best program(s) for his/her individual specific situation • Performed detailed data entry in Excel and HMIS, a national database for homeless individuals • Collaborated with a wide variety of county and state-wide organizations in order to provide aid to referrals Show less

• 

  Portmeirion Group Limited

  Jan 2018 - Sept 2019

  Assistant Product Manager

  • Constructed PowerPoint presentations showcasing all new productbeing launched• Designed and prepared images of products in Adobe Photoshop thatwere then used for presentations, brochures• Communicated with other offices in Connecticut, Canada, and theUnited Kingdom to coordinate resources needed for new product andvarious ongoing projects

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  Procare Solutions

  Oct 2019 - Jul 2021

  Customer Support Specialist

  • Received tickets, emails, calls, and chats via Zendesk, Intercom, andSalesforce handling customer questions and troubleshooting productissues• Handled around 30-50 chats/tickets per day• Handled and triaged both tier 1 and tier 2 support• Documented and escalated issues and product enhancements asJira tickets to our engineering and development teams – met weeklywith those teams to review these• Interviewed and trained new hires for the tier 1 customer support team• Provided customer product trainings as needed• Provided enterprise support Show less

• 

  Swoogo

  Jul 2021 - now

  • Handled tickets and live chats with customers via Zendesk whilemaintaining an active ticket load of around 50-100 tickets per week• Live calls with customers via video calls to troubleshoot live issues andquestions while screen sharing• Provided support for all customers – including enterprise customers• Handled tickets and calls for third-party tools that integrated with ourproduct (ex: Zoom, Salesforce, Marketo, EventMobi, HubSpot)• Coordinated with multiple internal teams to escalate customer issues• Created the Support team’s internal documentation using Notion• Helped review and improve our Help Center• Regularly escalated technical issues to our Product team via Jira• Met weekly with our Product team to review escalated tickets• Aided in company/team interviews as needed Show less

  • Senior Product Support Specialist

    Aug 2022 - now

  • Application Support Specialist

    Jul 2021 - Aug 2022