● Assisted clients with technical support questions regarding their accounts. Worked on assisting clients through both email and phone conversations.● Worked with escalating cases when resolution was outside the bounds of the support role, while continuing to report back to the client on the details of the case.● Worked with Engineering teams on client issues, and followed up with clients on cases that were being worked on in an escalated manner.● Used both Zoom and GoToMeeting to assist clients with accounts in real-time screen sharing situations.● Collaborated with team members on cases and accounts that needed extra attention and assistance.

● Assisted clients with processing loans, withdrawals, exchanges, and roll-outs of 401Ks. Also assisted with any questions in regards to the 401K and appropriate plan guidelines for processes.● Obtained upskill training to work with clients on their Health and Wellness needs, such as Health Insurance and Life Insurance. Also obtained client specific training for IBM in both 401K and H&W.● Worked overtime when needed, especially during Annual Enrollment for Health Insurance. Assisted clients with signing up for their healthcare plans, and answered questions they had regarding them.● Used an extensive ticketing system and client feedback portal for issues that were outside of the realm of support, being a continuous advocate for clients no matter the issue and severity.

● As the lone customer-facing member of the Support team, provided high-level service to all customers with questions regarding our website optimization platform, including code implementation, keyword strategies and industry best practices.● Utilized GoToMeeting for real-time walkthrough of a customer’s accounts and included functionality.● Advised customers regarding the use of BoostSuite’s Co-Marketing tool, including article topics and related subject matter.● Provided billing support via phone and web cases.

● Provided technical support for students using Webassign.net.● Assisted students with site issues having to do with; Logging into their accounts, using access codes for textbooks, transferring access codes between classes, and submitting homework assignments through the site.

● Utilized art history background to provide design assistance and best practice regarding recommended image sizes and aided with image formatting problems.● Participated in additional training offered for Ruby on Rails, MYSQL, HTML and CSS Basics.● Gained basic competence with image manipulation software, including Photoshop, Adobe Illustrator and PicMonkey.com.● Assisted customers with billing related issues related to PayPal or other internal errors.● Provided general application support for customers via phone, chat and email, while working a variable schedule including some evenings and weekends.

● Subject matter expert on the iContact Email Marketing Platform, providing Level-2 technical support via phone, live chat and inbound emails for customers using the iContact Email Marketing platform.● After corporate acquisition by Vocus, also acted as first tier support for their Vocus Marketing Suite, PRWeb.com and HelpAReporter.com services.● Acted as mentor to new hires in the Technical Support Department with private documentation, coaching on shadowed calls and providing assistance with written responses to email and chat cases.● Performed initial triage on incoming calls for the Deliverability Department, and educated customers on best practices, industry standards and terminology.● Individually selected to assist with incoming calls for iContact’s Billing Department.● Assisted with HTML questions related to email composition and signup form creation.● Received corporate “Mr Bubbles” award for increasing employee morale and consistently achieving high scores on Quality Control metrics.● Developed excellent communication skills, written and verbal, which have been consistently recognized by senior management and the Quality Assurance Department.