● Primary technical contact for enterprise accounts ● Maintains and cultivates customers' technical relationships from troubleshooting issues, filing & advocating for enhancements, and participates in the overall account management support ● Manages customers' cases, expedites resolution times, manages sensitive and business critical issues● Acts as the liaison and customer advocate inside DocuSign● Acts as a trusted technical advisor for DocuSign products and advanced DocuSign features

● Served the SaaS team's highest tier of customer support with an emphasis on integration consultation● Advised Centercode customers on how to integrate outside systems into their Centercode implementation to perform automation, as well as communicate and exchange data seamlessly● Maintained, developed, and fine tuned Centercode's entire platform knowledge base for search optimization and chat bot utilization● Developed full platform feature guides, technical integration guides, how-to articles, and platform troubleshooting articles ● Technical & team lead of the SaaS team● Primary escalation point for all complex technical customer support issues● Liaison and customer advocate to the Engineering team● Provided customers with alpha, beta, and delta testing best practices consultation through live chat, email, and virtual meetings● Vetted, submitted, and validated bugs and feature requests using Jira● Internal platform and internal technical support

● Advised Centercode customers on how to integrate outside systems into their Centercode implementation to perform automation, as well as communicate and exchange data seamlessly● Maintained, developed, and fine tuned Centercode's entire platform knowledge base for search optimization and chat bot utilization● Developed full platform feature guides, technical integration guides, how-to articles, and platform troubleshooting articles ● Technical & team lead of the SaaS team● Primary escalation point for all complex technical customer support issues● Liaison and customer advocate to the Engineering team● Provided customers with alpha, beta, and delta testing best practices consultation through live chat, email, and online meetings● Vetted, sbumitted, and validated bugs and feature requests using Jira● Internal platform and internal technical support

● Managed the customer health of 1/3 to 1/2 of all Centercode customers using tech touch strategies● Maintained, developed, and fine tuned Centercode's entire platform knowledge base for search optimization and chat bot utilization● Developed full platform feature guides, how-to articles, and platform troubleshooting articles ● Technical & team lead of the SaaS team● Primary escalation point for all complex technical customer support issues● Liaison and customer advocate to the Engineering team● Provided customers with alpha and beta testing best practices consultation through live chat, email, and online meetings● Vetted, submitted, and validated bugs and feature requests using Jira● Internal platform and internal technical support

● Maintained, developed, and fine tuned Centercode's entire platform knowledge base for search optimization and chat bot utilization● Developed full platform feature guides, how-to articles, and platform troubleshooting articles ● Technical & team lead of the SaaS team● Primary escalation point for all complex technical customer support issues● Liaison and customer advocate to the Engineering team● Provided customers with alpha and beta testing best practices consultation through live chat, email, and online meetings● Vetted, submitted, and validated bugs and feature requests using Jira● Internal platform and internal technical support

● Advised customers on beta testing best practices with an emphasis on scaling customer testing programs● Maintained, developed, and fine tuned Centercode's entire platform knowledge base for search optimization and chat bot utilization● Developed full platform feature guides, how-to articles, and platform troubleshooting articles ● Technical & team lead of the SaaS team● Primary escalation point for all complex technical customer support issues● Liaison and customer advocate to the Engineering team● Provided customers with alpha and beta testing best practices consultation through live chat, email, and online meetings● Vetted, submitted, and validated bugs and feature requests using Jira● Internal platform and internal technical support

● Provided Centercode customers with platform support and beta testing best practices● Troubleshot platform issues, submitted and vetted bugs into Jira, moderated platform feature requests into Jira● Responded to high volume of support tickets and and support chats quickly and efficiently, number in the mid-thousands per year

● Acted as primary liaison between Capario and Change Healthcare (acquiring company) to merge Enrollment work-flow procedures● Analyzed and reorganized implementation guidelines and procedures that increase efficiency department-wide.● Awarded highest rank in productivity● Served as primary contact for entire Electronic Data Interchange (electronic billing) department● Fielded questions from medical providers and insurance companies● Researched and troubleshot enrollment support cases● Delegated support requests to team members and ensured timely delivery of solutions

● Edited and examined engineering designs for formatting and aesthetic errors.● Processed sales orders and updated inventory through company's internal software system.● Worked with Production Data Management (PDM) system to generate reports, update product data.● Oversaw digitization of document management system, successfully processing over 20 years of paper documents.● Served as desktop/IT support for the engineering and sales department.

● Reviewed payroll, performance evaluations, Workman’s Compensation and I-9 forms. ● Processed employment paperwork. Ran background checks with E-Verify and ADP.