Previous title: Application Support SpecialistTechnical onboarding/offboarding employeesExecute SQL database changesChange/create workflows

Previous Titles: Success CoachClient Success Operations LeadSuccess Support Specialist o Work cross-functionally with accounting to assess and audit client accounts. o Connect with clients to empathetically move them to another TC when business dictateso Create and executed reporting for Transactly Connectionso Created and manage the process for weekly Credit reports o Worked with the Sales team to identify clients to approach clients to transition to a subscription modelo Collaborated with Sales Director / Consultants to be sure their knowledge of client is correct o Create custom reports within Hubspot o Serve as Customer Success Hubspot stakeholder/experto Serve as Customer Success CS Tool stakeholder/expert o Work with full operations team ( sales, success, Tc operations, product) team to ensure processes are working towards optimal o Collaborate with the Director of Strategic Partnerships to ensure details on current partnerships and specific resources that are needed to improve processes are maintainedo Called clients and create relationships (previous part of position)o Collaborate with team members, senior leadership, and key stakeholders to develop and deploy new customer success processes and playbooks. o Coordinate CS team tickets for faster outcomeso Collaborate with internal department leaders in product, sales, accounting, and tc operations to define and implement best practices for issue resolution and communicationo Coordinate data to help stakeholders make decisions on processes and staffing

Duties:Handled all customer service for 70+ partners, 3,000+ partner clients, and 400,000+ customerso Worked cross-functionally to verify financial transactions and technical questions from customerso Resolved/responded to all tickets within 2 hours▪ Tested issues for reproducibility and escalated development issues to in-house GeoTix development. Documented any issue that couldn’t be duplicated. Led meeting with product development weekly to give insight into ongoing issues.▪ Wrote FAQs and knowledgebase documentation▪ Gathered product feedback and gave recommendations from the customers▪ Stayed up-to-date with new development items to keep the best opportunities and the best ways to solve a problem in mind

Managed contracts with clients. Managed all parts of their day-to-day business .• Was responsible for managing all customer service issues for five service contracts. Handle all customer service inquiries via phone and email, with up to 70 calls and 100 emails daily. • Created and documented processes ranging from refund processes and chargebacks to phone sales and csv fulfillment

• Managed complex caseloads for 4 attorneys• Worked cross-functionally with different departments to manage discovery processes efficiently and allow sufficient time for attorneys to prepare cases for various hearings.Previous Titles: Legal Assistant

• Called victims of domestic violence, and sent out victim impact statements. Helped victims to be comfortable being active in the criminal justice system.• Served subpoenas

•Accompanied victims to court proceedings and provided victims answers to all criminal justice system questions•Managed Project to update loads of files