Hellen M. Email & Phone Number

Boston, Massachusetts, United States

Chestnut Hill, Massachusetts, United States

Braintree, Massachusetts, United States

Provide exceptional support via various channels to all UpTogether users, including but not limited to members, fund applicants, and partners. Support platforms include:• Zendesk Suites (Tickets, chat, Articles)  Berbix Stripe Slack Email Clubhouse• Regularly attend team meetings and training.• Constantly investigate and report UpTogether bugs (technical issues) to team lead with appropriate steps taken• Work on miscellaneous tasks related to… Show more Provide exceptional support via various channels to all UpTogether users, including but not limited to members, fund applicants, and partners. Support platforms include:• Zendesk Suites (Tickets, chat, Articles)  Berbix Stripe Slack Email Clubhouse• Regularly attend team meetings and training.• Constantly investigate and report UpTogether bugs (technical issues) to team lead with appropriate steps taken• Work on miscellaneous tasks related to investigating members/applicant’s application status, payment status, invite code status and communicate with applicant in target language via tickets or chat support (Spanish) . Show less

Needham, Ma

Promoted to this role after demonstrating exceptional skill and leadership. Spearheaded front line operations by providing support, and using Salesforce to track and resolve errors, and review status updates of cases escalated by Account Managers. Streamlined activity for inbound customer requests, processing refunds in collaboration with the accounting department, and processing cancellations and customer-billing information. Completed on-boarding and off-boarding activity, and ensure… Show more Promoted to this role after demonstrating exceptional skill and leadership. Spearheaded front line operations by providing support, and using Salesforce to track and resolve errors, and review status updates of cases escalated by Account Managers. Streamlined activity for inbound customer requests, processing refunds in collaboration with the accounting department, and processing cancellations and customer-billing information. Completed on-boarding and off-boarding activity, and ensure deactivation of systems and tools upon termination. • Implemented solutions to address weak processes and to enhance systems• De-escalated customer issues by teaming with key account, product and engineering staff • Served as a subject matter expert in Customer Support policies• Fostered a cohesive team environment by publishing communications to update the global sales team • Supported sales functions by assisting customers with the self-assisted purchase path Show less

Needham, Ma

Promoted organizational growth by proactively identifying weaknesses in processes, and conceptualizing solutions the support improvement initiatives. Exercised consistent communication with customers via phone and email, and track tickets to detect any issues or delays. Collaborated with global sales managers to maintain continuity of project status across the board. Additional duties included responding to region-specific requests, overseeing Account Manager follow-up activity, and delivering… Show more Promoted organizational growth by proactively identifying weaknesses in processes, and conceptualizing solutions the support improvement initiatives. Exercised consistent communication with customers via phone and email, and track tickets to detect any issues or delays. Collaborated with global sales managers to maintain continuity of project status across the board. Additional duties included responding to region-specific requests, overseeing Account Manager follow-up activity, and delivering Customer Support training to new Account Managers. • Quickly resolved customer related issues to restore satisfaction and loyalty• Improved overall productivity through creating a ticketing system to handle high volume issues on a global platform Show less

Boston, Massachusetts, United States

Translated assessments reports for students in the Special Education program to provide to parents and caregivers.

Greater Boston Area

Guest Relations Coordinator, 10/2012 to November 2014Optimized operations and overall productivity by training new hires on Standard Operating Procedures (SOPs) and the loyalty program. Addressed special requests by internal departments while overseeing daily VIP arrivals and room assignments. • Enhanced staff performance through providing in-depth training regarding completing accurate cash transactions• Prevented downtime by handling inventory and ensuring the availability of all… Show more Guest Relations Coordinator, 10/2012 to November 2014Optimized operations and overall productivity by training new hires on Standard Operating Procedures (SOPs) and the loyalty program. Addressed special requests by internal departments while overseeing daily VIP arrivals and room assignments. • Enhanced staff performance through providing in-depth training regarding completing accurate cash transactions• Prevented downtime by handling inventory and ensuring the availability of all supplies on hand to perform daily functions• Drove guest loyalty program success by diligently processing and enrolling new members Show less

Boston, Massachusetts, United States

Skillfully performed a range of functions that include handling all guest correspondence, answering calls and recording the details of each guest interaction to ensure proper follow up. Managed scheduling and a complex calendar to maintain reservation information. • Consistently exceeded guest expectations and repeatedly received satisfactory feedback by anticipating their needs, and maintaining consistent communication pre and post event• Assured guests an outstanding experience by… Show more Skillfully performed a range of functions that include handling all guest correspondence, answering calls and recording the details of each guest interaction to ensure proper follow up. Managed scheduling and a complex calendar to maintain reservation information. • Consistently exceeded guest expectations and repeatedly received satisfactory feedback by anticipating their needs, and maintaining consistent communication pre and post event• Assured guests an outstanding experience by greeting and directing patrons of meeting spaces during high volume periods Show less