EXPERIENCELead Front-End Website DesignerGuide businesses to success online through their online presence.Follow procedures for consistency with website builds and expectationsfor clients. Produce success online.Design websites and dramatically simplify an overly-complex userinterface (WordPress) for the client, while preserving all functionalityTrain clients on updating their own website designs once built to helpincrease to increased their productivity, development & businessinvestmentGuide clients side by side through the process of website developmentto reach their online goalsDevelop beautiful interfaces with Beaver Builder with various cutting edgemodules and featuresCoordinate with team to exceed SLA (deadline) expectationsFront-end SEO expertiseTraining in design, color scheme, branding & marketing onlineExpertise in branding & marketing for business needs

Provided customer technical support and process sales for domains,hosting, SEO among all other online needs to drive business to their sites.Provided technical support and processed sales for domains, hosting,marketing tools, SEO (search engine visibility)Inbound and outbound callingMet and exceeded metric expectations for CSS, sales per day, NPSscoresFive-star agent within department rankingTop third ranking sales & support consultant within the salesdepartment

Credit Advisor- Call 100 to 150 businesses a day to educate and sell products to showcase companies credit and credibility- Inform businesses (small and large) of their business scores and ratings (Financial Stress Score, Delinquency Score, Paydex Score, etc.)- Educate companies on incomplete business reports

Order Coordination Management- Perform compliance checks/audits on paperwork submitted by sales and check inventory availability on used equipment with superior attention to detail- Obtain credit approval using Credit Score to determine customer rating- Enter (stage) orders in order entry process and track through eCommerce systems- Upload lease information into Oracle and CLAS leasing program and ensure output meets IKON standards- Review negative results from CLAS program with sales representative and obtain clarification. If necessary, reviews information with FMS and INCR- Ensure successful processing and timely deliverance of customer orders- Provide accurate cycle billing set-up on basic orders for reoccurring customer invoicing- Notify IKON of customer requests to extend term of machine trials- Perform other duties as assigned with strict deadlines- Work with relevant web-based administrative and reporting tools

Banking Service Specialist- Assist Schwab Bank clients to navigate our products and services including deposit accounts, online bill pay, money link, and debit cards through eCommerce systems- Demonstrate energy, empathy, and problem solving skills while delivering unparalleled value and outstanding service to our clients via the phone, taking approximately 30 to 60 inbound calls per day- Actively navigate between multiple computer programs at any one given time, on dual monitors, while speaking with clients or other Schwab team members- Collaborate with others on a small team of 10 -15 Schwab professionals to resolve complex client inquiries, and develop knowledge of Schwab products and services- Partner with other internal departments to resolve client questions and follow up accordingly until the issue is resolved- Serve as a subject matter expert to internal Schwab employees who have questions regarding bank products and procedures

Quality Assurance Representative III (Customer Dispute Analyst)- Assist 37 world-wide corporations including (General Motors, IBM, Bank of America, Pfizer, etc.) regarding health/insurance plans and provisions- Knowledgeable in Consolidated Omnibus Budget Reconciliation Act (COBRA)- Report and review trends with quality assurance procedures to improve Customer Support Services (CSS) call quality- Review recorded phone records for calls between Fidelity representatives and customers/clients for error determination and service related issues using NICE application- Qualified to partake in Personal Health Information (PHI) through risk and compliance- Managed 50% of volume with regards to customer dispute analysis for Fidelity Investment’s Southwestern Region- Maintain knowledge of EEO and OSHA policies- Meet/exceed Service Level Agreements (SLA) set for Customer Disputes Team (CDT) & process approximately 100 tape pull dispute case/item requests each month- Submit and receive approval on resource updates to improve overall quality- Analyze customer service representative errors and provide feedback/coaching to directors and managers on ways to improve customer service representative performance

- Utilize CRM in an inbound service call center to locate customer information and perform necessary transactions- Educate customers on alternative self-service communication channels - Provide expert plan knowledge on complex client issues- Interact with various business partners to help solve customer issues- Communicate specific coverage options, cost comparisons, life event processing and assist with problem resolution