Devon Smith Jr Email & Phone Number

Atlanta, Georgia, United States

-Demonstrate a solid understanding of CallRail’s business rules as they relate to customers and all associated transactions.-Provide technical support and quality customer support to clients through Zendesk by calls and emails, also utilize Google meet for screen shares.-Document customer issues and steps taken in Zendesk.-Identify problems or conditions that adversely affect the customer’s interaction with CallRail.-Provide information about products and features to external customers.-Work directly with Strategic Accounts to ensure exceptional and prompt service (based on SLA) is provided to our high-value (based on Monthly Recurring Revenue) clients.- Take ownership and resolve complex technical tickets escalated from the Tier I Support team.-Assist with trending support issues and deliver training to the Tier I Support team as an ongoing learning objective.- Work as needed with Tier III support to provide feedback on customer issues and escalate tickets per process when applicable.-Complete every call/ticket by appropriately setting customer expectations for issue/problem resolution time frame and notify them of any updates.-Properly code trouble tickets using Ticket classification Guidelines. Utilize online resources to resolve customer troubles.-Actively participate in training classes to learn new products and features.Provide input for troubleshooting scripts and diagnostic tools.-Maintain ACD availability to answer all incoming customer calls in the queue with appropriate opening script, customer identification, Average Talk, and Wrap Up time objectives.-Utilized technical experience and aptitude with MySQL, HTML, CSS, JavaScript, REST API’s, Google Analytics, Salesforce and Google Ads while assisting clients.-Utilized support tools including but limited to Excel, Google Drive, Zendesk, and Target Process.-Collaborated across teams to convey what needs to be solved through slack.Provide mobile app support to customers using iOS and Android.

Atlanta, Georgia, United States

Demonstrate a solid understanding of CallRail’s business rules as they relate to customers and allassociated transactions.• Provide technical support to clients by telephone, chat, and email utilizing Zendesk.• Accurately document customer issues and troubleshooting steps taken in Zendesk..• De-escalate customer frustration and provide quality assurance approved customer service.• Properly code troubleshooting tickets using ticket classification guidelines in Zendesk.• Utilize online resources and team support channels in Slack to resolve customer troubles.• Actively participate in training classes in KnowBe4 SAML, Lessonly and Google Meets for new productsand features to our products and other CRMs including Google Ads, Google Business Profile, Facebook,Google Analytics, HubSpot, Housecall Pro, Instagram, Microsoft Ads, Salesforce, VWO, Wordpress, Zapierand Wix.• Number one in solved tickets for the technical support department in Dec. 21', Jan. 22’, Feb. 22’, March 22’.

Atlanta, Georgia, United States

• Secured service agreements with over 50 business spaces across USA to hold American Red Cross training events and internal business meetings. • Developed the standard phone and email script for the company to reach out to potential training partners that may be interested in donating their building space. • Utilized Microsoft Planner, One Note, Excel and Salesforce to track lease expiration dates, construction, and quick sales to identify need to begin new facility search process.• Leveraged Microsoft Word and Adobe pro to create and update facility reference guides to allow instructors to conveniently enter facility and train participants, and maintained a repository of guides to be accessed on Salesforce.• Developed and led a monthly facilities meeting with senior staff using Microsoft power point and Microsoft Teams.• Assisted the IT department in troubleshooting, solving and/or escalating technical issues external customers faced while signing up and/or completing American Red Cross training events.• Delivered customer service to over 300 organizations donating space for courses, maintaining a 95% customer satisfaction rating.• Conducted cold-calls and emails to at least 25 external customers a day with hopes of reaching an agreement.

Atlanta, Georgia

• Ordered and shipped supplies for American Red Cross instructional staff in SC, GA, AL, & FL.• Track facility and instructor supply inventory in SC, GA, AL, & FL using Microsoft excel.• Coordinated the removal of outdated training materials from large warehouses in SC, GA, AL, & FL.• Troubleshooted the developing process for instructors to order their own supplies.• Maintained internal customer morale by contacting instructors on a bi-weekly (at least) basis to check on their inventory and moral being.• Maintained external customer morale by contacting suppliers and following their best practices while ordering materials.

Atlanta, Georgia

• Certified Adult, Child, Pediatric First Aid/AED/CPR Instructor • Used effective communication skills to teach valuable lifesaving skills in an easy to understand format to the general public.• Coordinated with the host site to discover and follow established security measures to ensure proper entry and exit of their building.• Worked with little supervision in coordinating with businesses the requirements to train lay responders

Greater Atlanta Area

- Managed ingress and egress of 20,000 guests for various events including concerts, professional and amateur basketball games, conferences, and graduations.- Processed reports and kept management informed regarding any incidents or accidents occurring in and around the arena.- Delivered security for court, backstage, and special guest parking lot. Securing the premises while making sure guest enjoyed the arena experience.- Provided customer service to up to 20,000 patrons, by responding quickly and efficiently to inquiries.- Completed Disney Institute training twice for professional and leadership development.- Awarded Star Performer of the Year award in 2017 for guest services.

Greater Atlanta Area

- Kept a safe place of learning for students to understand the material being taught by developing and enforcingclassroom rules.- Planned, organized using Microsoft Windows O 365, and presented lessons that taught students and/ordispelled pre-conceptions about Earth Science.- Prepared objectives and outlines for class, following Earth Science curriculum requirements set by Atlanta Public School system.- Assessed students through class assignments and participation to evaluate abilities, strengths, andweaknesses.- Communicated performance and progress of students with parents/guardians.

Professional Certificate, Cyber And Network Security

The Georgia Tech Cyber and Network Security Boot Camp is a challenging, part-time program that takes a multidisciplinary approach.

Bachelor'S Degree, Biology, General