• Oversee three-tiered support system• Serve as incident manager for off-hours support items• Coordinate and draft root cause analysis documents• Cross-collaborate with Development, Quality Assurance, Product, Service Delivery, Account Management, Risk & Governance, IT, and Release Engineering to resolve customer requests, system defects, and increase customer satisfaction

• Managed a team of six Systems Research Analysts• Served as technology representative on the daily operations stand-up focused on coordinating support personnel and prioritizing ticket work to meet service level agreements• Maintained on-call schedule and served as on-call backup• Recruited for the Systems Research Analyst position and assembled a team to hire well-rounded candidates

• Triaged and resolved system issues by writing and analyzing SQL queries, performing UI testing, and reviewing product documentation and use cases• Maintained a working knowledge of EDI information in both fixed-length and comma-separated formats• Participated in an on-call rotation to provide 24/7 emergency support for clients and internal stakeholders• Monitored and corrected potential fraud cases for off-hours support• Managed multiple customer tickets simultaneously… Show more • Triaged and resolved system issues by writing and analyzing SQL queries, performing UI testing, and reviewing product documentation and use cases• Maintained a working knowledge of EDI information in both fixed-length and comma-separated formats• Participated in an on-call rotation to provide 24/7 emergency support for clients and internal stakeholders• Monitored and corrected potential fraud cases for off-hours support• Managed multiple customer tickets simultaneously, ensuring case-related information and activities were accurately documented and progress updates were sent to both clients and account managers in a timely manner• Worked closely with Engineering, Development, and Product teams on technical escalations, product improvements, and documentation maintenance• Mentored and trained new hires Show less

* Provided first tier support for Advicent Partners in the United States and Canada through professional phone and email communications* Advised Partners on technical and software solutions through troubleshooting standards and practices* Strategically collaborated with colleagues in order to successfully analyze and take action regarding Partner inquiries* Consistently received positive marks from Partners through survey metrics* Persistently expanded a growing… Show more * Provided first tier support for Advicent Partners in the United States and Canada through professional phone and email communications* Advised Partners on technical and software solutions through troubleshooting standards and practices* Strategically collaborated with colleagues in order to successfully analyze and take action regarding Partner inquiries* Consistently received positive marks from Partners through survey metrics* Persistently expanded a growing index of financial planning knowledge and vocabulary* Assisted with several cross-functional projects including communicating and coordinating security certificate updates for Partners, initializing the relationship for new Partners through Welcome Calls, and processing and activating Education Licenses for our collegiate Partners Show less

* Consistently lead representatives in sales categories such as Revenue Earned per Hour, Average Ticket Price Sold, Tickets Sold per Hour, and Multiple Game Sales* Spoke with several customers on a daily basis (over the phone and face-to-face)* Focused on maximizing sales and providing exceptional customer service* Created solutions that work for both the customer and the organization* Utilized techniques and strategies to cross-sell and up-sell in order to boost… Show more * Consistently lead representatives in sales categories such as Revenue Earned per Hour, Average Ticket Price Sold, Tickets Sold per Hour, and Multiple Game Sales* Spoke with several customers on a daily basis (over the phone and face-to-face)* Focused on maximizing sales and providing exceptional customer service* Created solutions that work for both the customer and the organization* Utilized techniques and strategies to cross-sell and up-sell in order to boost revenue Show less

* Served as the primary liaison for the SOCCER.COM brand in planning and preparing a retail environment at the USA Cup in Blaine, Minnesota* Built brand awareness for our partner with $250K in sales in just a one week period* Heavily advised on product selection, design, & quantities* Effectively organized retail space layout in an efficient manner* Managed eleven interns throughout the duration of the event

* Set departmental record of $1.2 million in sales through consumer conversion* Prospected 300 Tournament Directors (client prospects) nationwide* Successfully contacted and converted 44 prospects into SOCCER.COM clients* Shipped between 50 and 100 Tournament Support Packages to each client* Distributed free SOCCER.COM gift cards to players, coaches, and parents at onsite retail events* Set departmental record of $450k in sales over just four retail… Show more * Set departmental record of $1.2 million in sales through consumer conversion* Prospected 300 Tournament Directors (client prospects) nationwide* Successfully contacted and converted 44 prospects into SOCCER.COM clients* Shipped between 50 and 100 Tournament Support Packages to each client* Distributed free SOCCER.COM gift cards to players, coaches, and parents at onsite retail events* Set departmental record of $450k in sales over just four retail events* Created retail shops at four major youth tournaments across the United States* Worked directly onsite with current partners such as Nike, Puma, and Adidas* Implemented promotional materials and ideas while onsite Show less

* Advised residents on academic, personal, and career affairs* Created, planned, and executed educational, social, and recreational programs* Created promotional material for programs* Organized activities and events for the various programs* Delegated program responsibilities to my colleagues* Provided service and security for the residence hall community at the front desk