Alen Cantrell Email & Phone Number

Remote

Remote

• Write and develop approximately 380 Help Center articles for Products, Software, & Knowledge including creating and editing videos for articles using Adobe Premiere Pro.• Continuously train and mentor all Success Representatives and new hires with all questions issues and concerns.• Successfully handle and assist escalated customers.• Managed the ZenDesk help desk, increasing the team’s efficiency and collaboration by developing macros and custom views for agents, using triggers for SLAs, and creating and applying tags for metrics.• Provide feedback calls to customers for feedback on products and feature requests by setting up a weekly 15-minute call to provide a status update on the customer's account and request feedback on their experience, resulting in a 4+ star rating on company products. • Implemented SupportSync to track and manage all returns and repairs for company products by delivering over 80% increase in efficiency metrics with Customer Success Department.• Managed all orders and returns using Amazon Seller Central, NewEgg, Walmart Seller Central, Shopify, eBay & Quickbooks.• Used YouTube to post videos on companies' behalf and monitor/respond to comments on the companies' behalf.• Monitor Social Media and respond to tweets, messages, etc., to achieve customer satisfaction.• Resolved customer inquiries by answering Amazon questions on behalf of the company via Amazon Seller's Central.

• Omni-channel support (including SMS Chat/integrated CRM chat, phone, email simultaneously).• Addressed customer issues and escalations daily through multiple channels including social media sites such as Amazon SellerCentral Reviews, Twitter, Facebook, and Ebay.• Troubleshoot hardware, software, and network issues for scanners and programs.• Update/create tickets in Zendesk.• Conducted analysis of customer service metrics and identify areas for improvement. Provided feedback to the management team to address concerns and improve customer satisfaction.• Helped analyze and triage app/interface issues in live time and regularly synced with our development team to find resolutions.• Communicate with coworkers using Slack.• Create and fulfill orders through Shopify and TradeGecko.• Screen Share with customers to resolve issues with computer programs on Windows and MAC using ZoHo.• Walk Customers through assigning Static IPs to their Raven Scanners.• Help facilitate phone/chat/email sales for 4 scanner SKUs.• Analyzed console/system logs for errors and resolutions.• HIPAA trained.

Grove, Oklahoma, United States

• Provide excellent customer service and technical support through phone and email.• Troubleshoot hardware and software of electronic gaming machines for various errors.• Remote desktop support for software-related issues of electronic gaming machines.• Remote configuration and installation of gaming machines, APC batteries, and server software.• Resolve issues Internet companies(such as AT&T, Frontier, Cox, Centurylink, etc.) for down internet connections, scheduling, and troubleshooting.• Create tickets for all issues using BMC Service Desk Express.• Create and modify procedures for new and existing employees.• Train new Customer Service employees.• Travel Coordination & Coordination of Service techs for installs and upgrades. • Maintain and replace parts of Desktops.• Test software/hardware of slot games and manual assembly of slot games.• Email out monthly questionnaires to facilities for overall performance.• Create and maintain a schedule for Customer Service.• Analyzed console/system logs for errors and resolutions.