-Respond to customer inquiries via phone, email, and chat, providing efficient, accurate, and customer-focused resolutions.-Prioritize daily tasks and manage workflow using Asana, ensuring timely and organized responses to customer needs.-Diligently follow up on escalated issues until full resolution is achieved, ensuring customer satisfaction.-Develop and maintain an in-depth understanding of company platforms, features, and processes to provide top-tier customer support.-Effectively manage customer expectations and resolve issues, building strong, trust-based relationships.-Demonstrate strong problem-solving skills by identifying, evaluating, and implementing effective solutions.-Exhibit high emotional intelligence and a commitment to going above and beyond to ensure customer satisfaction.-Proven ability to collaborate with cross-functional teams to improve customer support processes and solutions.

-Proactively resolving client inquiries via multiple channels of communication: phone, email, and case support while maintaining a weekly calendar and expectation setting for best customer outcomes -Maintaining HUD industry knowledge and best practices to address questions and to solve complex problems resulting in higher product adoption-Educating and training clients on feature releases and/or additional functionality that will best meet their business goals-Proactively nurturing the client relationship to promote ROI, thus increasing retention, expansion and positive NPS reports-Evaluating clients’ current processes and configuring our solution to meet their needs while recommending companywide best practices to ensure long term success-Executing a high level of attention to detail during add-on software configuration to reduce user error when creating new programs-Collaborating with product, sales, finance and training to ensure customer escalations are resolved in a timely manner-Building value-based relationships with clients to create overall use and satisfaction with our solution

-Collaborated with members of the CS organization to complete project-based assignments within defined time frames-Set and managed customer expectations around case resolution and response times, adhering to established SLAs-Delivered high customer satisfaction by providing solutions to issues in a timely fashion, escalating to senior team members when necessary-Maintained a consistent 5 CSAT score while meeting other daily performance goals-Promoted customer stability and self-reliance through leveraging the internal knowledge base-Managed daily projects, while continuing to manage standard caseload (up to 30) of customer-facing/submitted daily support requests-Ensured accurate tracking of time, cases, projects, contacts, and accounts within designated systems, following internal best practices

-Coordinated 100+ daily driving routes for Fedex drivers, nationwide, ensuring drivers had correct locations for departure and arrival-Performed administrative documentation through TMS and Vector to confirm drivers’ routes were recorded for payroll-Maintained dispatch records per DOT guidelines while working closely with management to monitor any documentation discrepancies-Performed quality assurance checks onsite to ensure trucks were inventoried and recorded while training new employees on company SOP’s and daily responsibilities

-Managed communications with 10 national accounts to ensure all products were delivered on time while performing quality checks to maintain the client relationship-Coordinated inbound/outbound calls between internal personnel and customers employing creative problem resolution for escalated issues-Tracked 100’s of loads, daily to ensure timely arrival for retrieval or delivery of products, while documenting incident reports-Provided excellent customer service by tracking shipments, creating shipments, and answering various queries-Responsible for working in conjunction with UPS Account Executives and Sales Representatives to satisfy customer needs-Accountable for relaying information to customers regarding regulations on importing, exporting, and international customs in a comprehensive manner

-Helped dozens of customers daily through live support via phone, chat, or email, while troubleshooting to resolve technical issues-Trained customers on a case by case basis to ensure their products and services were functioning correctly thereby creating a positive customer experience -Employed teamwork and resourcefulness to ensure each customers' issues were resolved-Utilized an internal Apple "knowledge base" to refer to different solutions to provide customers-Maintained a 4.85 customer satisfaction score throughout the duration of my work experience