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• Helped review and improve our Help Center• Regularly escalated technical issues to our Product team via Jira• Met weekly with our Product team to review escalated tickets• Aided in company/team interviews as needed

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• Provided enterprise support

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