Managing support cases using online Freshdesk ticketing system providing technical support. Leading web meetings with customers to troubleshoot issues using Microsoft Teams. Providing customer support while adhering to strict SLAs for response and restoration times. Communicating directly with developers to resolve issues. Lead trainer of newly hired support personnel. Troubleshooting SSO Issues with Cloud Accounts.Key Results:• Training new employees after only 2 months in position• Consistently reaching daily ticket goals up to 70 per day• Created and maintained Onboarding Manual for Support Department• Collaborating with developers and other departments to resolve customer issues

Managed cases and requests using online tools, including Zendesk ticketing system, and provided technical product support. Managed bugs in JIRA. Answered and assisted with phone calls directly from customers who needed further help. Provided customer service while adhering to strict SLAs for response and restoration times. Identified problems to troubleshoot them and to find workaround resolutions.Key Results:• Promoted from Customer Service Manager to Technical Support• Consistently reached 90-95% SLA for all cases• Given multiple tasks when short-staffed due to reliability and capability to learn new tasks quickly • Collaborated with other departments when essential to customer satisfaction

Managed the Customer Service Department consisting of 3 employees. Ensured that all customer requests were handled in a timely manner and distributed appropriately.Key Results:• Promoted from Customer Service Representative to Customer Service Manager• Given special projects by other departments due to proven diligence and hard-work known through the company

Filtered and answered emails and phone calls from customers. Processed orders from individual customers as well as large corporations.Key Results:• Created new template emails for FAQs• Recommended ways to improve the SOP for more efficient processing of orders and answering emails that were implemented

Made 50+ cold calls daily to find locations for healthy vending machines. Providing top-notch customer support to personally assigned clients of the company.Key Results:• Top sales numbers after only 3 months and was awarded Employee of the Month in April• Asked to mentor new employee due to high performance

Managed 20 retail accounts providing quality customer service, creating invoices, credit memos and following-up on vendor payments; Processed orders for retail accounts including Whole Foods stores.Key Results:• Demonstrated the ability to fill in at a moment’s notice, quickly mastering new systems, processes and workflows• Assisted customers with concerns and questions on a daily basis via email and phone calls• Processed multiple orders daily from start to finish – from entry in system to shipment

Handled daily A/P processes; supervised A/P clerks; managed and oversaw the timely, accurate processing of invoices, purchase orders, expense reports, credit memos and payment transactionsKey Results:• Managed the accurate and timely processing of up to 250 invoices daily for brokerage firm• Assisted CFO with reports consistently maintaining accuracy• Consistently received good performance reviews; Regarded for accuracy and dependability• Promoted from part-time Accounts Payable Clerk to full-time Accounts Payable Manager supervising two clerks

Quality customer service via telephone and email inquiries and requests. Summarized Research/Development testing and generated reports for CEO. Assisted with ISO/FDA certification and quality assurance.

Assisted physician with office procedures related to fertility treatment. Worked directly with patients to ensure quality care. Responsible for scheduling of appointments and notifying physician and other office staff of any changes.•Certified Phlebotomist - performed blood draws multiple times a day•Main assistant in charge of Sperm Preparation for IUI•Instructed patients on IVF preparation instructions, step-by-step process including multiple daily injections