Joann Simonelli Email & Phone Number

Norwalk, Connecticut

Responsible for all client interactions related to Support for the purpose of training and resolution of issues.Provided global client support and technical assistance via phone, online chat, and emailed requests.Responsible for all client interactions related to Support for the purpose of training and resolution of issues. ● Provided global client support and technical assistance via phone, online chat, and emailed requests. ● Delivered guidance and support on configuration of client's online registration forms, microsites, surveys, email invitations, data capture, and mobile applications. ● Provided clients with weekly web-hosted training on the use of the platform which includes all offered modules. ● Consulted clients with and execute projects on web design of their registration sites. ● Troubleshoot front-end technical issues and provide consultation on value-added services or alternative solutions. ● Escalate software issues to web developers for back-end technical coding resolution. ● Worked with technology and product management teams to develop and incorporate client solutions. ● Daily use of Zendesk and Jira software platforms; basic use and understanding of API, HTML coding, data analysis, URL masking and redirects, and other CRM platforms such as Salesforce, Marketo, Passkey. ● Achieved a high performing status for consistently being in the top 5 of all Support reps for quantity of tickets solved while maintaining excellent quality above 98% customer satisfaction. ● Consistently working on professional development by learning new enhancements in the platform, performing tests on ongoing issues, and providing accurate, thorough, and factual information to clients to meet SLA replies. ● Created and update client-facing knowledge base articles on different areas of the platform ● Assisted in onboarding new support agents on how to use the platform and triage client requests

Greater New York City Area

Responsible for all areas related to supporting clients and the sales team on all sponsorships of SES events, including but not limited to exhibitor customer support, vendor liaison and management, floor plan management and database management. This position works one on one with clients and vendors, ensuring customer satisfaction in all aspects of the business. Works closely with the sales team, marketing, operations, as well as, liaising with editorial and conference content staff in exceeding customer expectations prior to and during events.

Managed all accounts for after sales division in the North American region. Generated all invoices and contracts for after market business. Served as a direct point of contact to ensure that all customer questions, concerns and needs were met.

Managed the exhibitor sales database. Support to sales staff and executive personnel. Provided exhibitor support/customer service to over 1000 exhibitors. Generated daily batch and weekly sales reports.

Coordinated the processing of all sales contracts. Served as a lead support person for sales staff and clients.

Bs, Criminal Justice Law Enforcement

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