- Answers help desk requests via phone, email, and customer portal for Email Gateway Defense product- Prioritizes requests based on issue, severity, potential impact, management direction, and business goals- Researches and resolves issues by directly interacting with end users and applications through remote management and back-end tools- Escalates issues to higher level support representatives if fixes are out of scope- Submits tickets to spam analyst team for false positive/negative emails

- Answers help desk requests via phone, email, and customer portal for Email Gateway Defense product- Prioritizes requests based on issue, severity, potential impact, management direction, and business goals- Researches and resolves issues by directly interacting with end users and applications through remote management and back-end tools- Escalates issues to higher level support representatives if fixes are out of scope- Submits tickets to spam analyst team for false positive/negative emails

- Verifies valid subscription of products and customer information for technical support- Creates technical support tickets for customers - Transfers customers to appropriate call queues to be assisted by a technician

- Executed store business operations within a management team setting- Drove sales plan and conversion through customer interactions demonstrating the “Behaviors to Win”- Completed general store operations including opening and closing to ensure asset protection and optimal functionality

- Trained 2-3 new associates per week on POS and MPOS devices- Supervised up to 6 associate cashiers per shift during transactions- Troubleshoot system software to ensure optimal functionality- Used strong customer service to grow customer retention and ensure a positive shopping experience

- Data Entry: Assembled various membership lists into a single database using MS Excel for ease of access forchurch staff to query and export- Maintained Constant Contact database of active users, failed emails, and non-openers.- Reviewed analytics of Constant Contact in order to provide monthly reports to Church Administrators.