May 2021 - Member Concierge- Delivered real-time support to customers via LiveChat and email, ensuring prompt and efficient resolutions.June 2021 - Credit Lead (New Project)- Led the entire Credit Team, handling escalations and overseeing all credit-related processes.- Developed and implemented streamlined Credit Team procedures.- Collaborated with the Training Team to create workflows, add new articles to the knowledge base, and set up macros.- Identified and escalated issues beyond the Credit Team’s control and tracked potential trending issues.- Conducted one-on-one coaching sessions with Credit Specialists to enhance performance and knowledge.June 2022 - Technical Support Lead (New Project)- Managed technical escalations via Jira, ensuring timely and effective resolution.- Supervised the Technical Support Team, providing guidance and support.- Conducted one-on-one coaching sessions with Technical Support agents to foster growth and skill development.- Coordinated with various departments to resolve complex issues and escalate potential app/backend problems.

May 2018 - LiveChat Support- Provided technical assistance to customers via LiveChat (Snapengage) and email (Zendesk).- Conducted LMI sessions with customers as needed.May 2019 - Subject Matter Expert (SME)- Offered real-time support to L1 agents via Ryver.- Assigned agents for LMI sessions and managed alpha testing (dogfooding) of app versions.- Scrubbed and collated Bug Report and Feature Request data in Google Sheets for developers.- Managed spam/suspended tickets on Zendesk and tracked/reporting issues to developers.- Oversaw social media management across AppStore, Play Store, Trustpilot, Twitter, and Facebook.- Alerted server admins about potential VPN server issues.- Handled supervisor-level chats and emails.May 2020 - SME Process Lead- Supervised SME Teams, addressing both personal and work-related concerns.- Acted as the main point of contact for technical procedures and process improvements.- Conducted one-on-one coaching sessions and team huddles.- Collaborated with management to identify and implement process improvements.- Assisted the Process Improvement Manager in creating categories, triggers, and automation on Zendesk.- Managed data repositories for Zendesk, including categories, naming conventions, automation, triggers, and reporting.CertificationsLean Six Sigma: Yellow Belt Certified / Green Belt Trained

September 2015 - Phone Support- Provided real-time support to customers via phone calls.December 2015 - LiveChat Support- Transitioned to the Chat Team, handling multiple concurrent chats efficiently.2016 - TL Assistant - Chat Team- Assisted Team Leads in managing team scores, conducting huddles, and triad coaching sessions with the Team Manager.- Utilized Microsoft Excel for root cause analysis using customer interaction data.2017 - Nesting Mentor- Offered real-time support to newly hired agents post-training.- Conducted one-on-one coaching and huddle sessions to help trainees meet KPIs.- Managed trainee scores and handled escalated calls.2017 - May 2018 - Temporary Subject Matter Expert (SME)- Provided real-time support on the production floor.- Managed team scores, conducted team huddles, and handled supervisor calls, chats, and emails.- Managed the queue and approved lunch/breaks in the absence of workforce management.Certifications- ABC Team Lead Certification: A key requirement for becoming a Team Manager in the company.