Provided timely customer support to retail customers via email, chat and phone. Accurately responded to product and shipping inquires, documented and resolved damaged product reports all while ensuring that each customer had the best customer service experience possible• Used customer management tools and order tracking systems such as Zendesk, Shopify, Blue Cherry and Global-e to document, research, and resolve negative customer experiences• With empathy, acknowledged and took accountability for each issue reported, owning each report until an actionable resolution was found• Collaborated with support groups to discuss and streamline work processes

Maintained an in-depth understanding of Cash Management solutions to effectively provide support to clients during implementation process• Responsible for validating system setup, testing and defect tracking on Test and Production environments for Go-Live• Supported clients with testing, training and data migration planning; including data analysis, migration and validation • Completed post-implementation tasks and assisted with turn-over of clients from Implementations to Production Support

Quality Assurance Analyst - Web services and Mobile application (January 2012 - May 2018)• Performed functional, regression, stress and end-user interface software, Cash Management web services and Mobile manual application testing in a SCRUM/Agile testing environment• Created and executed test cases based on functional specifications and business requirements• Thoroughly documented and reported software defects to Development using bug tracking systems• Installed software patches, migration and client-specific scripts on SQL and Oracle databases• Working knowledge of branding and compiling Android and iOS mobile applications• Bug Tracking Tools and Repositories used: Agile Central, Jira, SalesForce, StarTeam and TestLinkProfessional Services - Product Specialist and Trainer (February 2007 – December 2011)• Maintained an in-depth understanding of Cash Management products to effectively provide support and training to clients during project implementation period• Created project-specific documentation for on-site training, webinars and teleconferences• Assisted clients with data migration planning and implementation conversions; data analysis, migration and validation • Effectively interacted with Project Managers and Business Analysts daily to assist with resolving and documenting product issuesApplication Support Representative and Team Lead (September 2005 – February 2007)• Provided technical support and training to customers of the Cash Management system• Created job-aids and provided training for new team members• Managed customer concerns with focus and empathy; reduced customer escalations by 75%• Promoted to Team Lead March 2006

BellSouth Technical Support Center October 1997 – November 2004 Training Team Lead/Trainer – Atlanta and Alabama Offices (Sept. 1999 – Nov. 2004)• Implemented, scheduled and facilitated internal help desk training for seventy-five member staff• Supervised new employees during eight-week training classes, including maintaining attendance records and performance evaluations• Performed annual reviews of work instructions and training documentation to ensure compliance with ISO standards Technical Support Representative (Oct. 1997 – Sept. 1999) • Provided tier-one application and hardware support to BellSouth Telecommunications employees over a nine-state region on various tools and applications used internally• Used REM/Vantive trouble-tracking system to document trouble reports and resolution• Organized and participated in support teams to plan resolution of critical outages

• Provided tier-one support of Microsoft Word and PowerPoint applications• Assisted customers with installation and configuration of associated software and hardware• Documented over one hundred calls each shift using the REM/Vantive trouble-tracking system