Cara Kovach Email & Phone Number

San Francisco, California, United States

*Fosters a safe and supportive environment in online communities where members feel valued.*Utilizes various admin tools to manage incoming support requests and violation reports.*Carefully reviews each inquiry with a high level of detail, identify appropriate courses of action, and remove abusive content.*Collaborates with team members to strategize solutions and escalate issues as needed.*Reviews potentially sensitive user generated content and adheres to threat of harm and abuse guidelines.*Provides insights and reporting information to create cohesive workflow and transparency.*Reviews and removes sensitive and offensive content.

Delivered quality customer service for this marketing and data analytics company. Established and maintained customer relationships, supported customers with assistance on using company products and tools, and oversaw digital marketing channels.Provided customer service using multiple count and order systems and online interfaces.Ensured superior customer service by actively listening to client concerns and delivering effective and timely solutions.Achieved 25% increase in sales by providing customer assistance with use of company products and tools.Achieved 98% customer satisfaction rating over 48-month period of time.Achieved 30% improvement in customer satisfaction on consistent basis by providing expert conflict resolution and problem-solving.

Orlando, Florida Area

Managed product delivery and provided customer support. Assessed customer product needs and expectations, researched and analyzed issues, and performed root cause analysis of product issues. Facilitated product planning and development, provided support for scheduled jobs, maintained compliance with processes and procedures, and assisted with product delivery/improvement. Communicated directly with customers, kept customers apprised of project status, and monitored customer satisfaction.Used multiple channels/platforms for providing customer support, including email, chat, and ticketing systems.Spearheaded analysis and troubleshooting of processes/data for product delivery.Recognized by management for delivery of exceptional customer service.

Fort Myers, Florida Area

Directed sales support for this marketing data solutions company. Identified and referred sales opportunities to sales executives. Assisted inside sales division, assessed customer marketing needs, and made customer recommendations on appropriate solution offerings. Managed national key account generating $90k in annual sales, provided 100% accuracy, and met all deadlines.Served as subject matter resource and mentored members of 10-person team.Utilized multiple count and order systems.

New York

Responsible for maintenance issues relating to Global Price Database, a vital repository of end-of-day pricing, corporate actions, and cross-references for equity and fixed income securities delivered by major vendor feeds, and used for key internal financial decision making. Responsible for extracting, transforming and loading the described data to the database. Responsible for data entry. Diagnosed and corrected data problems and discrepancies (data cleansing). Monitored feed loader processes, systems, and databases. Responded to user requests and handled technical inquiries, including developing solutions to user needs utilizing the data warehouse.Designed, implemented and maintained web based on call support web page detailing monthly coverage and support notification information. Enhanced, maintained, and supported internal web sites. Created and designed new web pages that included system and vendor documentation, user request logs, list of current users, data quality routine functions, and projects. Created, maintained Excel spreadsheets/graphs, detailing Sybase, Unix, and vendor errors, which served to facilitate a comprehensive error management history tool.