Gillian Thompson Email & Phone Number

Pompano Beach, Fl, Us

Managed the ongoing projects for the Application team using Asana.Carried out Quality Assurance testing prior to release to the clients.Worked with the clients on User Acceptance Testing and ensuring asuccessful launch.

Assisted client in developing and maintaining a Mental Healthrelated course on Kajabi.Managed client's personal website on Wix.Created sales campaigns (evergreen funnels) using Active Campaign,Deadline Funnel and Zapier.Completed minor design and video editing work using Canva,Photoshop and iMovie.

• Supported the e-Builder product through Salesforce and JIRA.• Maintained high levels of Customer Satisfaction tracked through NPS (Net Promoter Score).• Performed upfront/preliminary incident analysis to understand the impact, severity and risk of the problem.• Worked cross organizationally to ensure problems are solved promptly and effectively.• Communicated highly technical information to both technical and nontechnical personnel.• Minimized issue resolutions time-frames through case aging metrics.• Provided effective customer support in a 24/7 production environment.

• Supported AP & AR products through Microsoft’s CRM & JIRA while maintaining high customer satisfaction. • Tracked and provided SLA metrics by utilizing Alertsite & compiled billing data for the accounting department. • Managed relevant client information on SharePoint to assist in resolving cases. • ISO 9001: 2015 certified internal auditor; successfully completed two internal audits and one external audit. • Troubleshooted errors by utilizing SQL queries to search client databases. • Created documentation to outline resolution steps and document new processes.• Onboarded prospective EDI vendors through account creation, connection testing and file transmission testing.

Boca Raton, Fl

• Acted as the first point of contact for students via email and in-person visits. • Assisted students with questions relating to Information Technology class during office hours. • Assisted professor with any course related tasks.

• Front desk reception (answer questions in person and via phone). • Greeted and checked in members to ensure quality guest service. • Assisted with the planning and designing of events. • Assisted members with exercises if requested. • Day-to-Day operations (equipment check, enforce policies, ensure areas are clean and organized).

• Review requirements specifications and technical design documents to provide timely and meaningful feedback• Create detailed, comprehensive and well-structured use cases and test cases• Estimate, prioritize, plan, and coordinate testing activities• Identify, record, document thoroughly and track bugs• Perform thorough regression testing when bugs are resolved

• Support the Professional Services Dept. with the Service Delivery System.• Routing request to the correct Project Manager for action.• Follow up with request to ensure SOW has been created and set up.• Set up projects and billing in OpenAir.• Run OpenAir weekly time entry and ensure all users are up to date with all daily time.

• Assist customers with the status of their order both over the phone, chat, and support system.• Assist customers with any problem or issue they may have (damages, incorrect item, late shipment, canceling orders, etc.)• Input tracking into orders.• Communicate with the customer eloquently over the phone and via email.• Cross train in other Customer Service functions.

• Communicate with callers in a friendly, professional, and time efficient manner.• Assist with the sorting of files to be placed in the repository.• Handle confidential documents and information with a high degree of discretion and sensitivity.• Carry out tasks within a specific time frame to meet deadlines.• Process incoming and outgoing mail.• Number and log correspondence on minute sheets enclosed.• Scan permanent records.• Adequately dispose of records that have reached the retention period.

Master Of Science (M.S.), Information Technology Management

Bachelor Of Business Administration (B.B.A.), Management Information Systems (Mis)

Associate Of Arts (Aa), Business Administration, 3.81 Gpa

Activities and Societies: Honors Society, Phi Theta Kappa, Aspira ClubGraduated with the highest honors - Magna Cum Laude.

Associate Of Arts (Aa) In Business & Computer Science

Activities and Societies: Campion College Swimming Team, Interact Club, Peer CounselingA/Level Caribbean Studies, A/Level Communication.

Diploma

Activities and Societies: Peer Counseling, Interact Club, Campion College Swimming TeamPassed 9 CXC subjects:- Biology, English.