Worked as a Support Specialist. Responded to and engaged with Appcues customer’s inquiries or requests over the phone, email, and social media regarding product, functionality, account management, and billing.Analyzed, and escalated customer request tickets to appropriate teams or individuals.Worked extensively in Helpscout. Helped develop, author, and maintain SLA process and SLA process documentation.Helped to create and launch Twitter Support for Appcues

Worked as a Tier 1 Support advocate. Directly responded to and engaged with over 3 million customer’s inquiries or requests over the phone, email, and social media.Compared, analyzed, and escalated customer request tickets to appropriate teams or individuals.Worked extensively in Zendesk. Prioritized and responded to customer support inquiries regarding product, functionality, account management, and billing.Helped develop, author, and maintain product & process… Show more Worked as a Tier 1 Support advocate. Directly responded to and engaged with over 3 million customer’s inquiries or requests over the phone, email, and social media.Compared, analyzed, and escalated customer request tickets to appropriate teams or individuals.Worked extensively in Zendesk. Prioritized and responded to customer support inquiries regarding product, functionality, account management, and billing.Helped develop, author, and maintain product & process documentation. Show less

I worked at Indigo Payments as a Implementation Specialist. Here I assisted with on-boarding new merchants into our system.

I worked as a Tech Support Specialist supporting the MailChimp application. I took support tickets that required me to troubleshoot and assist users with various problems or issues they were having with the application. Some issues included, email delivery issues, HTML issues, and third party API integration issues.

I work in Tech Support by supplying technical and customer support for merchants with credit card machines as well as mobile payment processing and online point of sale processing software. I also conduct trainings with merchants on various terminals and virtual processing systems. I use email as well as chats to communicate with sales reps and merchants daily to schedule downloads, updates, and trainings.

I worked on restoring and updating the interior of Delta’s commercial planes. This included: working on side panels, working with the oxygen units, working with remaking the seats, as well as wiring new electrical panels.

I created and posted online advertisements for small businesses. The position required that I create excel spreadsheets for each individual entry. I used Microsoft Word and PowerPoint on a regular basis. The position also required a great amount of data entry.

I provided support to merchants in Chargeback situations. Issued debits and credits to merchants accounts along with providing documentation to Visa and MasterCard on Chargeback cases. This position required a very close attention to detail, insuring proper entering of credit card numbers into a database. This job helped me to increase my Microsoft Office skills as well as personal skills.