Daniel M. Email & Phone Number

Denver, CO, US

• Handled tickets and live chats with customers via Zendesk whilemaintaining an active ticket load of around 50-100 tickets per week
• Live calls with customers via video calls to troubleshoot live issues andquestions while screen sharing
• Provided support for all customers – including enterprise customers
• Handled tickets and calls for third-party tools that integrated with ourproduct (ex: Zoom, Salesforce, Marketo, EventMobi, HubSpot)
• Coordinated with multiple internal teams to escalate customer issues
• Created the Support team’s internal documentation using Notion

Denver, Colorado, United States

• Received tickets, emails, calls, and chats via Zendesk, Intercom, andSalesforce handling customer questions and troubleshooting productissues
• Handled around 30-50 chats/tickets per day
• Handled and triaged both tier 1 and tier 2 support
• Documented and escalated issues and product enhancements asJira tickets to our engineering and development teams – met weeklywith those teams to review these
• Interviewed and trained new hires for the tier 1 customer support team
• Provided customer product trainings as needed

Middletown, NJ

• Constructed PowerPoint presentations showcasing all new productbeing launched
• Designed and prepared images of products in Adobe Photoshop thatwere then used for presentations, brochures
• Communicated with other offices in Connecticut, Canada, and theUnited Kingdom to coordinate resources needed for new product andvarious ongoing projects

Red Bank, NJ

• Helped lead entirely new Housing Navigation Program designed to aid homeless individuals to secure housing
• Managed a caseload over 150 referred clients from the Monmouth County Division of Social Services
• Performed detailed research, surveying, and intake process to match each referred individual with the best program(s) for his/her individual specific situation
• Performed detailed data entry in Excel and HMIS, a national database for homeless individuals
• Collaborated with a wide variety of county and state-wide organizations in order to provide aid to referrals

West Long Branch, NJ

• Worked directly with Dr. Goodwin and other research assistants on a year-long psychological research project for the university
• The topic of the study focused on stereotypes and stigmas toward television, movie and internet fandom
• Compiled articles, perform data analysis, and presented findings to university faculty in the Psychology Department

Red Bank, NJ

• Worked directly with the Vice President/Director to manage various human resources documents
• Organized a variety of documents for both employees and clients, including timesheets, forms, and informational packets
• Developed various human resources-related documents for distribution to the firm’s employees (ie: schedules and incentive plans)

Lakewood, NJ

• Led a 40 minute long group session that I designed with the topic of Positive Psychology
• Worked with counselors to learn about various counseling methodso Observed how the counselors interacted with the clients
• Attended staff meetings, group counseling, and information sessions
• Filed various types of paperwork

B.A., Psychology And Sociology Minor

Activities and Societies: I took an International Service Seminar: European Semi-Abroad Course - The course’s topics revolved around.

Web And Interactive Media & Computer Engineering

Completed coursework in web design and computer engineering.

High School Diploma, General Studies

Activities and Societies: -Track and Field -Marching, Jazz, and Concert Band -Soccer