Knowledge Management Analyst· Created, edited, published, and curated knowledge resources for company clients as well as company employees.Technical Support Specialist· Researched and resolved back-end software issues for a wide range of software products.· Worked closely with Business Analysts to improve product functionality to act proactively with potential product issues.· Excelled in a team-based environment to coordinate and resolve issues, ultimately becoming captain of a software support team.Professional Account Manager· Responsible for personally handling over 75 client accounts, with clients responsible for up to $75k in revenue.· Actively communicated daily with clients via phone and email to best address client needs.· Represented the company at several company-held client conferences to showcase client-engagement and growth opportunities.

Knowledge Advisor· Assisted frontline agents in researching product questions via email, phone, and chat.· Performed Quality Care projects to help agents with first contact resolution.· Handled escalated product and service issues relating to product concerns.Professional Account Manager· Assisted clients directly in a call-center type environment with payroll questions, with a focus on small business clientele. · Helped clients to understand bookkeeping, payroll, and tax-related topics.

Store Director· Managed several locations in the North Central Illinois region, with staffs totaling over 25 employees.· Responsible for accurate record keeping, file management, inventory, business goals.· In charge of hiring and training new employees, as well as general turnover.

Experience with Inventories and Loss PreventionExperience with Many Types of Conflict ResolutionResponsible for Staff Management and Store GoalsResponsible for Daily Business Management

Responsible for Stocking, Sales, and Customer ServiceExperience with Shelving and OrganizingOften Responsible for Running Separate Discount Books LocationExperience Resolving Guest IssuesOften Stayed for Overtime Projects

Experience in Customer ServiceExperience in Sales of PromotionsResponsible for Cash Handling Including Bank DepositsIn Charge of Sales Goals for Entire Staff