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● Responsible for providing customers technical support, system configuration, and troubleshooting of the LeadPerfection CRM platform tailored for the home remodeling industry.● Point of contact between the development team and the end users from all levels of the organization when requesting to implement new functions and features.● Active participant in weekly sprints and a voice for the users when presenting feedback about the CRM platform.● Designed and implemented custom HTML email templates based on the clients’ design specifications and are further configured for automated communication.● Actively provided suggestions on how to improve internal processes within the organization to better serve clients. This improved team efficiency and turnaround time by twenty percent.

Plantation, Florida, Us

• Engage in user support interactions via telephone, chat and email platforms and enter service tickets into incident tracking system to facilitate faster problem identification and resolution.• Actively identify and evaluate trends to present solutions and maximize efficiency, including a 40% reduction in issue-related calls to the Service Desk. • Empower company employees to resolve simple maintenance requests by drafting Standard Operating Procedures (SOPs) and training leadership on implementation and execution, which led to a significant decrease in customer support calls.• Analyze user concerns and issues and identify troubleshooting methods needed for quick remediation such as educating end users on simple resolutions.• Develop and test new service tools to improve Service Desk capabilities and process flow, which resulted in increased efficiency and productivity within the company.• Participate in strategic meetings to discuss customer concerns regarding product usage, promote improved user experience, and present possible solutions to recurring challenges.

• Worked closely across the Trading, Technology, and Operations departments to identify, research and validate trading strategies and to keep technology up to date for the financial advisors.• Analyzed and resolved customer support requests within the organization's issue tracking software.• Followed appropriate escalation procedures on complicated inquiries to ensure quality customer service.• Collaborated with the Finance department to generate daily, weekly, and monthly status reports.

Norwalk, Ct, Us

• Served as the business analyst for the Development Team and the liaison between domestic and international developers, analysts, and project managers to collaborate and expedite incident resolutions. • Conducted and supported new application implementation among internal departments to include partnering with international developers, determining scope of work, assisting to design new applications, and testing new features to ensure optimal functionality. • Installed, configured, maintained, and provided ongoing configuration management for the organization's custom application designed for customer management, payment processing, and request management. • Documented procedures and business processes, shared information with appropriate stakeholders, and translated client data and requirements into configuration data and requirements for process improvement.

Norwalk, Ct, Us

• Diagnosed and quickly resolved user system functionality issues to increase customer satisfaction. • Provided occasional Level 2 (Desktop) support for requests incidents and new hire orientations.• Helped streamline repair processes and update procedures for support action consistency.• Single-handedly provided IT support for HomeServe USA’s relocation from Florida to Connecticut to include providing 24/7 support, building a new Service Desk team, drafting Standard Operating Procedures (SOPs), and training new staff.

Norwalk, Ct, Us

• Responsible for retaining customers requesting to cancel their service plans.• Investigated and provided resolutions for account errors or inquiries.• Assisted with diffusing escalated customer issues.• Provided floor support training and onboarding for employees.

Norwalk, Ct, Us

• Educated customers on promotions to enhance sales.• Emphasized product specifications to meet customer needs.• Offered additional products during upsell opportunities.• Maintained customer accounts and relationships.