In this role, my responsibilities have expanded to include providing the COO with scheduled reporting on the current helpdesk and agent efficiency; working with the Content team to create and update messaging and support documentation; cross-training job duties with the Sales Manger and Technical Support Manager; assisting the Marketing department with our client ambassador program, special projects, and any customer service needs; research, development, and implementation of a new product operating platform (perpetual to subscription licensing) and the creation of all administrative and customer-facing systems necessary to support the new platform.

As Customer Service Lead, I was responsible for handling escalated customer service issues via email and phone; managing financial issues: refunds, double orders, credit card and PayPal disputes, payment issues; Supervising employees and reviewing cases to maintain company customer service standards; creating language and systems for the Customer Support Department in tandem with the Technical Support Lead to create systems, policies, schedules, documentation, and content; and strategizing with the COO, Director of Marketing, Technical Writer, and Technical Support Lead to continuously improve efficiency for sales, licensing, and support.

Began in 2007 with a role as a customer care representative at the front office desk. Responsibilities included phone reception; client and patient records management; client billing; patient triage; client financial counseling; client grief counseling. In 2009, I began my role as the clinic Pharmacy Technician and clinic Supply Manager. Responsibilities included patient prescription management and distribution; time-sensitive management of all customer charges for each patient; collaborating with doctors, technicians, and front office staff to ensure correct invoicing; supply inventory and order management for all surgical, pharmaceutical, pet diet, and office needs; assisting as-needed with customer care, reception, technician appointments, and office management.