In my role as a B2B Client and Technical Support Specialist, I specialize in navigating and resolving intricate challenges related to API integrations, access and permission issues, analytics requests, and the seamless onboarding of clients. I am dedicated to providing comprehensive multi-channel support, utilizing phone, email, and webform submissions to elevate the overall client experience. Beyond immediate issue resolution, I actively contribute to the development of valuable resources… Show more In my role as a B2B Client and Technical Support Specialist, I specialize in navigating and resolving intricate challenges related to API integrations, access and permission issues, analytics requests, and the seamless onboarding of clients. I am dedicated to providing comprehensive multi-channel support, utilizing phone, email, and webform submissions to elevate the overall client experience. Beyond immediate issue resolution, I actively contribute to the development of valuable resources, training materials, and documentation that positively impact both internal teams and clients.**Key Achievements:**- Surpassed team goals by an impressive 205%, consistently resolving an average of 250 Salesforce cases per month.- Utilized advanced tools such as Datadog and Postman to skillfully investigate and resolve complex menu and order integration API issues.- Expertly managed and tracked tickets in Jira, ensuring a streamlined and efficient resolution process.- Embedded myself in providing continuous support for our in-house e-commerce platform, contributing to its ongoing functionality and success.- Orchestrated comprehensive new hire training sessions, blending demos and Q&A sessions to guarantee a seamless onboarding process and equip team members with robust troubleshooting skills.- Forged a robust collaboration with product development and quality assurance teams, assuming the role of the voice of the customer (VOC) to proactively drive internal issue resolutions.- Collaborated closely with various third-party Point of Sale service providers, ensuring the prompt resolution of technical issues and exhibiting a proactive problem-solving approach deeply aligned with a customer-focused culture. Show less

As a Client Support Specialist, I specialized in providing comprehensive technical support to clients and collaborated with Customer Support Managers during client onboarding. I delivered assistance through various channels, including chat, email, and video calls. Beyond issue resolution, I actively engaged in developing resources, training materials, and documentation to enrich both internal teams and clients. Proficient in troubleshooting platform issues, I played a pivotal role in client… Show more As a Client Support Specialist, I specialized in providing comprehensive technical support to clients and collaborated with Customer Support Managers during client onboarding. I delivered assistance through various channels, including chat, email, and video calls. Beyond issue resolution, I actively engaged in developing resources, training materials, and documentation to enrich both internal teams and clients. Proficient in troubleshooting platform issues, I played a pivotal role in client onboarding, delivering training, and deploying CSAT survey strategies.**Key Achievements:**- Successfully resolved an average of 200 tickets monthly, surpassing team goals by 100%.- Orchestrated the setup and support of 3rd party integrations, such as SalesForce, HubSpot, and Zendesk, exceeding client expectations.- Leveraged tools like Postman and DataDog to investigate and resolve integration API issues, ensuring optimal platform functionality.- Assisted with client implementation, conducted client onboarding sessions, and formulated deployment strategies for the effective utilization of CSAT survey tools, ensuring client success.- Developed and maintained comprehensive internal and external help documents, including the creation of training videos for enhanced accessibility.- Escalated and monitored issues via JIRA tickets, collaborating closely with engineering teams to expedite resolutions and maintain a seamless and positive customer experience. Show less

As an Assistant Branch Manager, I managed all daily operations of a high-volume branch. I built a five-member team from scratch and oversaw the screening, interviewing, hiring, and training for new branch staff. My commitment to fostering a culture of continuous improvement extended to delivering ongoing staff training, ensuring the team remained current on all operational and procedural changes.**Key Achievements:**- Developed, implemented, and facilitated a new training… Show more As an Assistant Branch Manager, I managed all daily operations of a high-volume branch. I built a five-member team from scratch and oversaw the screening, interviewing, hiring, and training for new branch staff. My commitment to fostering a culture of continuous improvement extended to delivering ongoing staff training, ensuring the team remained current on all operational and procedural changes.**Key Achievements:**- Developed, implemented, and facilitated a new training program for branch staff.- Conducted thorough branch audits to guarantee compliance with banking regulations, effectively maintaining the security and operational integrity of the branch.- Monitored and maintained all branch staff's sales data, leveraging insights to implement targeted strategies that enhanced overall sales performance.- Led the team to achieve 110% of the sales goal within six months of completing the training program I developed.- Ensured the timely completion of staff performance reviews and development plans.- Led various high-impact projects, including testing a new online banking platform, implementing a CRM dynamic messaging system, and successfully launching the credit union's podcast, contributing to the organization's digital transformation and member engagement.- Actively participated in the ITIN (Individual Taxpayer Identification Number) program, contributing to the credit union's community-focused initiatives. Show less

As a Call Center Specialist, I played a pivotal role in supporting a team of Premier Wealth Management Sales Representatives, consistently ranked among the top 20% of producers within the organization. In this dynamic Sales/IT Support role, I handled inquiries and service requests for high-net-worth accounts, focusing on IRA’s and variable annuities. Key responsibilities included assisting with general systems, order placement, and addressing issues related to money movement.**Key… Show more As a Call Center Specialist, I played a pivotal role in supporting a team of Premier Wealth Management Sales Representatives, consistently ranked among the top 20% of producers within the organization. In this dynamic Sales/IT Support role, I handled inquiries and service requests for high-net-worth accounts, focusing on IRA’s and variable annuities. Key responsibilities included assisting with general systems, order placement, and addressing issues related to money movement.**Key Contributions:**-Supported Premier Wealth Management Sales Reps, excelling in handling complex inquiries and service requests, with a focus on maintaining exceptional service for high-net-worth accounts.-Collaborated closely with Licensed Representatives, providing support with forms, workflow, and problem resolution, ensuring smooth operations and client satisfaction.-Played a crucial role in the New Business review process, ensuring that product selection adhered to the fiduciary standard, contributing to the integrity of the wealth management service.-Collaborated seamlessly with teams across multiple business units to facilitate the timely processing of service requests, money movement, and problem resolution, ensuring a cohesive and efficient workflow.-Provided comprehensive training to Premier Service level and Wealth Management Representatives on various systems, contributing to their skill development and enhancing overall team proficiency.-Recognized by management for expertise and leadership, I was asked to provide coaching and mentoring for new Call Center Specialists, fostering a culture of continuous improvement.-Provided essential IT support for the Premier Wealth Management Sales Reps, addressing issues across different platforms, contributing to the overall efficiency and effectiveness of the team. Show less

As a Customer OutreachCoordinator, I handled communication and outreach component for company projects, strategic initiatives, and key issues. My role encompassed developing and executing comprehensive communications work plans, creating impactful materials, and orchestrating team coordination and project management. I collaborated closely with local municipalities, businesses, project managers, media outlets, and various departments, providing updates and monitoring project statuses… Show more As a Customer OutreachCoordinator, I handled communication and outreach component for company projects, strategic initiatives, and key issues. My role encompassed developing and executing comprehensive communications work plans, creating impactful materials, and orchestrating team coordination and project management. I collaborated closely with local municipalities, businesses, project managers, media outlets, and various departments, providing updates and monitoring project statuses. Additionally, I crafted project graphics and maps for mailings, ensuring a visually engaging and informative outreach.**Key Responsibilities:**-Effectively communicate current and future products to customers through diverse channels, including phone, email, mail campaigns, and public events.-Drafted customer-facing letters and took charge of managing project websites and calendars, ensuring a seamless flow of information and engagement with our audience.-Created compelling project graphics and maps for mailings, enhancing the visual appeal and informational impact of outreach materials.-Analyzed engineering schematics to develop and deploy communication strategies for customer-facing projects, ensuring clarity and resonance with diverse audiences.-Assisted in onsite project inspections, ensuring strict compliance with business standards and reinforcing a commitment to excellence.-Coordinated seamlessly with local municipalities, businesses, project managers, media outlets, and various departments, fostering effective collaboration and communication across diverse stakeholders.-Managed project websites and calendars, providing real-time updates and maintaining an organized and accessible repository of project-related information. Show less

As an Inventory Tech Support Specialist, I played a vital role in providing technical support for all inventory-related processes, encompassing contract fulfillment and account maintenance. My role extended to collaborating with various departments and external vendors to ensure the timely resolution of inventory and website data issues. Notably, I established and maintained data feeds from various vendors, including vehicle OEMs, showcasing a commitment to seamless data… Show more As an Inventory Tech Support Specialist, I played a vital role in providing technical support for all inventory-related processes, encompassing contract fulfillment and account maintenance. My role extended to collaborating with various departments and external vendors to ensure the timely resolution of inventory and website data issues. Notably, I established and maintained data feeds from various vendors, including vehicle OEMs, showcasing a commitment to seamless data integration.**Key Responsibilities:**-Led teams of 5-10 employees on diverse projects, including the rollouts of the New Billing System, New Phone System, and SalesForce integration, demonstrating proficiency in project management and successful implementation.-Served as a Nesting Coach, taking charge of training new representatives, handling escalated calls, supporting senior dealer concierges, and assisting with Tier I and II tech support issues across multiple Cox Automotive sites.-Developed and delivered comprehensive inventory system training to staff, sales teams, and end-users, ensuring a high level of proficiency and understanding.-Created and maintained inventory integrations for all Cox Automotive sites, establishing and managing partnerships with various third parties for seamless data exchange.-Provided technical support via phone, email, and webforms to auto dealer partners, showcasing adaptability in communication and issue resolution.-Assigned in the management of escalated call queues, resolving customer service concerns promptly and effectively.-Ran queries using SQL, utilizing data for the creation of reports and troubleshooting inventory-related issues. Compiled and presented various reports to the sales and senior leadership team, contributing valuable insights.-Achieved the top customer satisfaction score for 13 consecutive months, reflecting a commitment to excellence in service delivery. Show less

Developed and maintained strong relationships with business clients, providing tailored waste management solutions to meet their specific needs and enhance operational efficiency.Conducted market research to identify potential clients and generate leads, resulting in a significant increase in the sales pipeline and conversion rates.Presented waste management services and solutions through effective communication and product demonstrations, addressing client concerns and objections to… Show more Developed and maintained strong relationships with business clients, providing tailored waste management solutions to meet their specific needs and enhance operational efficiency.Conducted market research to identify potential clients and generate leads, resulting in a significant increase in the sales pipeline and conversion rates.Presented waste management services and solutions through effective communication and product demonstrations, addressing client concerns and objections to secure new contracts.Collaborated with cross-functional teams, including operations and customer service, to ensure seamless service delivery and client satisfaction.Managed the entire sales cycle from prospecting to closing, achieving and consistently exceeding monthly and quarterly sales targets.Utilized CRM tools to track sales activities, manage client accounts, and analyze performance metrics, informing strategy adjustments to maximize sales effectiveness. Show less

Acted as a primary point of contact for resolving customer inquiries and issues, ensuring prompt and effective resolution to enhance overall customer satisfaction.Managed escalated customer concerns related to product returns, exchanges, and service inquiries, consistently achieving a high resolution rate.Oversaw internal knowledge bases, ensuring accurate and up-to-date information was readily available for team members, facilitating efficient problem-solving.Performed quality… Show more Acted as a primary point of contact for resolving customer inquiries and issues, ensuring prompt and effective resolution to enhance overall customer satisfaction.Managed escalated customer concerns related to product returns, exchanges, and service inquiries, consistently achieving a high resolution rate.Oversaw internal knowledge bases, ensuring accurate and up-to-date information was readily available for team members, facilitating efficient problem-solving.Performed quality assurance reviews of team members' cases, providing constructive feedback and coaching to improve performance and service quality.Supported workforce management efforts by analyzing staffing needs and scheduling to optimize team performance and customer service delivery.Collaborated with store management and various departments to streamline processes and improve operational efficiency, reducing average resolution time by 30%.Developed training materials and conducted workshops for team members on conflict resolution strategies and customer service best practices, fostering a culture of excellence.Analyzed customer feedback and trends to identify areas for improvement, implementing changes that contributed to an enhanced shopping experience and increased customer loyalty. Show less

Delivered exceptional customer service while engaging with clients to identify their needs and recommend tailored wireless solutions, achieving and exceeding sales targets consistently.Educated customers on product features, plans, and promotions, fostering informed purchasing decisions and enhancing customer satisfaction.Conducted thorough assessments of customer accounts to identify opportunities for upgrades and additional services, resulting in a 25% increase in average transaction… Show more Delivered exceptional customer service while engaging with clients to identify their needs and recommend tailored wireless solutions, achieving and exceeding sales targets consistently.Educated customers on product features, plans, and promotions, fostering informed purchasing decisions and enhancing customer satisfaction.Conducted thorough assessments of customer accounts to identify opportunities for upgrades and additional services, resulting in a 25% increase in average transaction value.Collaborated with team members to create a dynamic sales environment, participating in team meetings and sharing best practices to improve overall performance.Utilized CRM tools to track leads, manage customer interactions, and report on sales activities, ensuring accurate forecasting and performance metrics. Show less

Led a team in providing exceptional customer service and technical support for online banking services, ensuring a seamless experience for clients.Specialized in supporting money management software integrations, assisting clients with setup, troubleshooting, and ongoing usage to optimize their banking experience.Managed relationships with business clients and overseas customers, addressing complex inquiries and providing tailored solutions to meet their unique banking… Show more Led a team in providing exceptional customer service and technical support for online banking services, ensuring a seamless experience for clients.Specialized in supporting money management software integrations, assisting clients with setup, troubleshooting, and ongoing usage to optimize their banking experience.Managed relationships with business clients and overseas customers, addressing complex inquiries and providing tailored solutions to meet their unique banking needs.Developed and implemented training programs for team members on best practices in online banking support and money management tools, enhancing service delivery and customer satisfaction.Collaborated with cross-functional teams to identify and resolve technical issues, contributing to a significant reduction in customer complaints related to online banking functionalities. Show less

Opened and managed new deposit accounts, ensuring compliance with banking regulations and delivering exceptional customer service, resulting in a 20% increase in account openings.Proactively sold a range of deposit and credit products, contributing to branch sales goals and enhancing customer financial well-being; consistently achieved monthly sales quotas.Managed a personal lead pipeline to identify and pursue new business opportunities, fostering strong client relationships and… Show more Opened and managed new deposit accounts, ensuring compliance with banking regulations and delivering exceptional customer service, resulting in a 20% increase in account openings.Proactively sold a range of deposit and credit products, contributing to branch sales goals and enhancing customer financial well-being; consistently achieved monthly sales quotas.Managed a personal lead pipeline to identify and pursue new business opportunities, fostering strong client relationships and generating a 15% increase in referrals.Trained and mentored a team of 5 Junior Personal Bankers, equipping them with the skills and knowledge to meet and exceed their sales quotas, leading to a 30% increase in team performance.Collaborated with local businesses to organize offsite events, promoting bank products and services to increase community engagement and drive new client acquisition. Show less

Provided in-depth process, transactional and technical support to internal and external clients in a high volume contact center averaging 100 calls per day.Provided Tier III online banking including support for Quicken, QuickBooks.Processed Visa and MasterCard claims.

Supervised and mentored a team of tellers, ensuring adherence to operational procedures, compliance policies, and customer service standards.Coordinated daily teller operations, including scheduling, cash management, and balancing branch cash vaults to ensure accuracy.Provided guidance on complex transactions, addressing escalated customer concerns to maintain a high level of client satisfaction.Led training sessions for new tellers, fostering development and improving team… Show more Supervised and mentored a team of tellers, ensuring adherence to operational procedures, compliance policies, and customer service standards.Coordinated daily teller operations, including scheduling, cash management, and balancing branch cash vaults to ensure accuracy.Provided guidance on complex transactions, addressing escalated customer concerns to maintain a high level of client satisfaction.Led training sessions for new tellers, fostering development and improving team performance.Collaborated with branch management to meet sales and service goals, actively promoting bank products and services to customers. Show less

Delivered exceptional customer service by efficiently handling transactions including deposits, withdrawals, and payments.Educated customers on bank products and services, enhancing cross-sell opportunities and contributing to branch sales targets.Assisted with resolving customer inquiries and issues, ensuring satisfaction and fostering long-term relationships.Maintained accurate records of cash and transactions while adhering to all security protocols and compliance… Show more Delivered exceptional customer service by efficiently handling transactions including deposits, withdrawals, and payments.Educated customers on bank products and services, enhancing cross-sell opportunities and contributing to branch sales targets.Assisted with resolving customer inquiries and issues, ensuring satisfaction and fostering long-term relationships.Maintained accurate records of cash and transactions while adhering to all security protocols and compliance regulations.Collaborated with team members to streamline operations, enhance service quality, and achieve daily branch goals. Show less