Provide white-glove end-user support using cloud-based case management tools and VOIP technology to support SaaS platform for both agenda publishers and board members.Walking customers through using the tools and answering basic questions.Troubleshooting basic browser issues.Investigating and escalating technical issues to Tier 2.Provisioning of new account databases using IBM Notes and initial set-up of the site.Managed scheduling of on-call hours for the team.

Provide prompt and courteous phone and email technical support to club administrators and members in utilizing their SaaS platform.Worked with clubs on Starter and Builder pack needs (site set-up, configuring settings, moving content from existing site, etc).Fielded calls from potential clients and passing them to Sales.Generated, printed and mailed weekly renewal and new member letters for clubs including additional materials (patches, apparel, brochures etc).Tracked inventory… Show more Provide prompt and courteous phone and email technical support to club administrators and members in utilizing their SaaS platform.Worked with clubs on Starter and Builder pack needs (site set-up, configuring settings, moving content from existing site, etc).Fielded calls from potential clients and passing them to Sales.Generated, printed and mailed weekly renewal and new member letters for clubs including additional materials (patches, apparel, brochures etc).Tracked inventory of letterhead, envelopes and other office materials (apparel, patches etc). Show less

Supervised front end cashiers in a fast paced environment with many tasks to manage. Resolved all customer questions and issues brought to the service desk.Mentored a small group of cashiers to help them reach set goals.Placed weekly order of bags/front end supplies, staying within fluctuating budget parameters.

Inbound call center rep. Assisted customers with placing orders for commercial wall coverings. Arranged shipping, tracked orders through the entire process and resolved issues (mis-picks, damage, returns) via phone and email.

Creating documentation and report templates. Generating web page content from hard copy into Excel spreadsheets.

Provided front-line telephone and email support to hobby shop owners and consumer customers. Prompt handling of a wide variety of issues, from missing shipments to billing errors. Utilized keen problem solving skills on a variety of tasks. Listened and responded effectively to customer needs, communicating in a clear and professional manner. Adapted to the ever-changing issues and customer issues presented each day. Lead CSR for international sales issues.

Answered questions for techs to support them in assisting callers. Handled difficult calls and provided follow-up on the outcome. Generated weekly and monthly call reports. Created and documented call center processes, updating as needed. Reviewed tickets and monitored calls for quality assurance. Interviewed prospective employees.