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 managing tickets using the Zendesk ticketing system. Also, Troubleshooting issues with HTML, SMTP Settings, integration and Zapier connections, API connections, Voip and Softphone settings, CRM and Contact management, workflows and lead distribution, Billing and Account Management. Provide Customer onboarding and training, as well was communicate and work with a fully remote technical support and management team to provide consistent high-quality service. PhoneBurner provides a SaaS solution (including integration with Salesforce.com and other CRM platforms) to increase Sales and Business Development team’s metrics by increasing the number of outbound dials and emails 3-4x over traditional methods.

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.• Work with management on refining and scheduling appropriate training sessions.• Develop training documents that support center operations. Write FAQ’s and Customer support documentation.• Create residual training pieces to foster growth.• Create daily, weekly, and monthly reports from ZenDesk and GoodData for ticket and customer tracking for entire concierge team and company stakeholders.• Frequently recognized as leader in KPI’s for live chat and phone calls• Assist with website bug reproduction and reporting and UAT testing new site features• Handle requests from Homesearch.com and Xome.com Auction Customers for online auctions of REO properties and explain auction process and inform auction team of issues that require escalation• Work with existing customers and real estate agents through the home finding and sales process to ensure satisfactory support is provided. Follow up with customers throughout lifecycle of process

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 Service and KioskLeave ManagementIncidents & PointsReports

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• Excellent written and verbal communication skills. • Experience using Remote Desktop, Virtual PC and Servers, and CPM machines to troubleshoot network and integration issues.

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• Assist with research and development of OCR Dictionaries and glyph recognition for PDF to Word Software for MAC• Design and write posts for company blog with technical and marketing focus on products in Blogger and WordPress• Burn CD’s and ship products• Process purchase orders in CRM for billing

Bellevue, Wa

.• 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• Author customer service policies and procedures manual• Communicate training materials and procedures to customer service staff in India via phone, chat and email• Conflict resolution via phone regarding contract disputes and billing issues with focus on customer retention• Write professional correspondence used for canned email and chat• Provide assistance to CS manager including setting appointments, scheduling conference rooms and venues, preparing reports, setting up trade shows and screening and interview of new staff• Train US and India based staff in customer service skills and problem solving• Supervise office staff in local and remote locations

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• Assist with research and development of OCR Dictionaries and glyph recognition for PDF to Word Software for MAC• Design and write posts for company blog with technical and marketing focus on products in Blogger and WordPress• Burn CD’s and ship products• Process purchase orders in CRM for billing