Laura Sherritt Email & Phone Number

Henderson, NV, US

Las Vegas, NV

Las Vegas, NV

Consultant providing technical support/training to administrators, call center managers, and agents using the PhoneBurner system, operating systems, browsers, extensive Excel/CSV formatting and preparation. Duties include managing, creating and organizing the Support Knowledge base for internal and external use, Taking support calls, live chat, email and.

Seattle, Washington

Provide technical support to New Construction Builders and Account managers to assist with New Construction listing feeds, troubleshoot issues and help with xml code. Help set up accounts and logos for Builders.

Bellevue, Washington

• ZenDesk Administrator /Zopim Chat Administrator/Five9 Dialer software
• Set up and manage functions of team service desk and keep ticket workflows and statuses up to date.
• Set up ticket conditional formatting and system emails and notifications/automations/triggers.
• Leadership of a Xome Concierge Team.
• Handle escalated calls and be available when an advisors appears to need assistance.
• Monitor queue and track inbound calls. Keep advisors aware of inbound calls, calls waiting, and abandonment rate, etc., track KPI’s.

Bellevue, WA

Technical support for Time Equipment Company, NW distributor of InfoTronics Attendance Enterprise software (web enabled time and attendance software)Attendance Enterprise is a full-featured time and attendance system that improves employee time tracking, scheduling and reporting.Payroll PoliciesWorkforce ManagementSchedulingBenefit Accruals Employee Self.

Bellevue, WA

• Technical Support and reporting for education based software.
• Basic SQL Server queries to locate issues in database to resolve customer issues and pull report data using joins
• Able to use SQL to update, insert or create new tables in a database
• Investigate and collect information from customers regarding technical support issues and track issues through the lifecycle through Support, Development and resolution.
• Train and supervise new tier 1 staff
• Demonstrated ability to learn new organizational processes, workflows, policies and procedures with minimal ramp-up time

• Working to provide high quality customer service and technical support for Solid Converter PDF, Solid Capture, and Solid PDF tools software.
• Demonstrate difficult procedures to non-technically skilled customers
• Clearly collect and record information regarding software bugs and customer issues
• Reproduce customer issues in various scenarios and report findings to QA manager and engineers
• Remote desktop to testing machines in office
• Follow regression testing plans

Bellevue, WA

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• Set up and develop Customer Service team in startup company; including involvement in interview loops, hiring decisions and creating job descriptions
• Schedule employee’s and track performance metrics
• Intake new online tutors, perform background checks
• Train tutors via online whiteboard platform
• Provide support to customers seeking tutoring and help with technical issues

• Customer Sevice/Tech Support, Shipping, CD production, some Software QA and testing, Website/keyword optimization.
• Demonstrate difficult procedures to non-technically skilled customers
• Clearly collect and record information regarding software bugs and customer issues
• Reproduce customer issues in various scenarios and report findings to QA manager and engineers
• Remote desktop to testing machines in office
• Follow regression testing plans