I have held a variety of positions within Shutterfly in my 9 years of being with the company. I started out as a customer success agent, and within one year was hired as a Training Coordinator specializing in the agent nesting period. This involved creating training material, setting up a designated area for the agents to begin their first week of calls, in classroom training, and planning offsite events. Shortly after, I was selected to become a Service Cloud Ambassador. We worked with Service Cloud Administrators and project management in breaking down and customizing exactly how we would like our new CRM to be built. We would also test the new features and assisted training in creating material once it was time to train. I trained our Customer Success Team on the new CRM and covered all its new features, and continued to assist off and on for years to come. For my work with Service Cloud and training, I was given a "High Five" Award, that is only given to 5 employees in the entire company per year. I was given a plaque and a $500 gift card.Afterward, I was hired on as an Advanced Resolution Specialist, where I was only there a month due to being encouraged by management to apply for the Leadership role that had just opened up. I interviewed for the role alongside another colleague, where only one position would be available after our busy season. I was selected over my colleague to stay as a permanent Team Lead. In 2019, I applied for and was offered the position for our Cross Functional Support Team, which is now my current role. The responsibilities on our team are insurmountable. We work with almost every department within the organization on various tasks including (but not limited to): My primary focus and expertise is in sales tax exemption and compliance, including Multijurisdictional regulations.Respond to BBB complaintsProcess CS check requestsInvestigate high refunds/gift certificatesAssist legal in Subpoena requests Process Government 889 requestsAssist customers with image requests for deceased accounts, following legal guidelinesWorking in partnership with Customer Success and our printing facilities with:Expediting and Quality Checking Orders, including high profile customersInvestigating order issues reported by our printing labs, and triaging those issues to ensure they're fixed.