MC Trade - All-In-One Membership Management for Associations and Chambers of Commerce

MC Trade - All-In-One Membership Management for Associations and Chambers of Commerce- External Project Management for the Implementation of SaaS Solution(s) for new Clients including MC Trade (CRM/AMS), CommUnity, Classroom (LMS), & Weebly- Manage 15-25 projects simultaneously from Kick Off to Go Live- Establish & Maintain Project Plans and Timelines for Completion of Implementation to ensure a smooth, on-time implementation of our products and services using project management tools like Smartsheets, Zendesk, and Mavenlink- Cross-team collaboration with Sales, Data Specialists, Report Services, Technical Support, Product Development, and Client Success to support the implementation- Lead in the configuration databases in the areas of administrative, finance, and membership set up, keeping in mind clients' specific goals and industry best practices- Consult and strategize with clients to find solutions and workflows in the software to accomplish their goals and current and/or new processes- Train clients to use the software as well as provide product support after launch through graduation to to ensure new clients are equip to hit ground running and are supported as they do so- Experience with complex formulas in Microsoft Excel used to manipulate and format data to assist with data conversion- Basic knowledge SQL, CSS, and HTML languages to assist clients with various data and web tasks

MC Trade (Formerly WebLink International, Inc.) - All-In-One Membership Management for Associations and Chambers of Commerce● Tier 2 technical product support for an integrated database solution via phone, chat, and email/web tickets via Zendesk - including: ● REST API support● Bug management via JIRA● Web Design Troubleshooting (CSS/HTML)● CMS Support for our 3rd Party CMS Tool● Support Documentation Creation● Daily cross-team collaboration to aid our customers - Product, Development, Network Operations/Engineering, Data, Services, Customer Success, Sales, Onboarding, Web Development

● Technical product support via phone, email & chat for a growing SaaS start-up - 9.9/10 overall customer satisfaction rating - Maintained high volume caseload - 100+ closed support cases/week● Multiple years of experience using help desk software including Desk.com, Zendesk, & HelpSpot● Basic CSS & HTML coding knowledge for the purposes of design & troubleshooting coding conflicts● Experience using Firebug & in-browser developer tools for web page inspection● Cross-team collaboration - Development, Design, Product, Marketing, Experience, Finance● Collaboration experience via: Zoom, Skype, Hipchat, Slack, GoToMeeting, Trello, CloudApp, Jell● Backend & basic API experience with common software platforms including, but not limited to, the following: - CRMs - Salesforce - Email Marketing Platforms - Constant Contact - Payment Gateways - PayPal & Authorize.net - Help Desk Solutions - Desk.com & Zendesk● Responsible for producing customer educational resources & documentation - Produce & host live webinars - Create & publish knowledgebase articles - Create & publish how-to video tutorials - Contribute to blog content - Create macros & support response templates● Diagnose, report, & track software bugs & enhancements in collaboration with the Development Team via Github & JIRA● Provide support training & on-boarding for internal new hires● Evaluation resource for new product design & UI updates● Billing Responsibilities: - Process credits, discounts, upgrades/downgrades, & plan migration via Chargify & Authorize.net - Manage Chargebacks & billing disputes through Axia Financial - Manage Customer Affiliate program - Invoice generation & management via Freshbooks - Collaborate with sales representatives to help close deals - Work closely with VP of Finance in reconciling payments - Lead Internal Billing Training with Sales & Customer Experience Teams

For Senators Ron Alting & R. Michael Young● Manage constituent concerns, complaints, & communications via email, written mail, & phone● Filter communications from other elected officials, government agencies, lobbyists, & chamber of commerce members● Track, manage, & bring to resolution constituent workflow cases involving health care/insurance, food stamps, Department of Child Services, energy & utility assistance, unemployment assistance, PERF, Department of Revenue matters, taxes, & general assistance● Research public policies & legislation

● Correspond with Constituents, Special Interest Groups, & other Elected Officials on behalf of Senators● Manage constituents’ concerns via phone, written mail, & email● Research public policies

Amazingsocks.comUdi’s Gluten Free Foods ● Create web copy & blog contentCompendium Blogware (now part of the Oracle Marketing Cloud) For: ConnectMedia Ventures; hhgregg; Cactus Mailing; MBO Partners● Research consulting & freelance field; home appliances, mobile services, electronics etc.● Produce fresh blog content geared towards six-figure consulting/freelance practices & business products/services

Strategically planted relevant links across websites, forums, blogs, etc. to provide inbound traffic to companies’ websites and boost websites’ rank in major search engines

● Constructed and maintained company-wide client databases (Excel)● Created whole-office organizational system● Assisted financial planners/advisors