Maddy Bender Email & Phone Number

Shippensburg, Pa, Us

-Acted as a consultant and provided clients with world-class support within a SaaS-based talent management platform. -Solved more than 15 tickets per day and generated a greater than 95% Customer Satisfaction score. -Identified, troubleshooted, and resolved issues encountered by users of the product and confirmed and reported bugs in the system.-Liaised with other teams, both internally with Support and externally across the company, to help generate the best client experience.-Developed expert knowledge of the product and created efficiencies within the product.-Became familiar with proprietary tools of the product, which included CSS and HTML for forms generation and site formatting, API’s and iFrames for further customization for the client, and integration exports and mapping for partner organizations.-Worked independently and exhibited self-discipline in a remote work environment while still forming conducive relationships with team members. -Used various technological tools throughout the workday, including Slack, Google Workspace, Zendesk, and Zoom to enhance the productivity and workflows needed to complete the target goals.

Chambersburg, Pennsylvania, United States

-Assisted Hospital Manager with daily tasks related to running the clinic, hiring new employees, and managing staff -Ensure day to day operations run smoothly while increasing team efficiency and confirming pets receive the best quality of care -Resolved customer complaints at the first point of contact and provided excellent customer service, helping enhance customer satisfaction scores and drove an increase in return visits and word of mouth recommendations-Helped maximize productivity at the clinic through improved workflow processes and technologies, increasing revenue and surpassing budgeted revenue for the year-Provided assistance in other areas of the hospital as needed

-Worked with owners to ensure the daily kennel operations run smoothly and efficiently, keeping a clean and safe facility at all times (always scoring outstanding during unannounced dog warden inspections)-Managed staff including interviewing, hiring, discipline, and scheduling to maximize staff skill sets and achieving high customer satisfaction resulting in expanded revenue and boosted pet reservations-Handle all customer complaints and resulting in fewer complaints and more return reservations at the kennel

-Resolved customer complaints or directed them to upper management, directed front desk CSR team members and assigned tasks as needed-Included all duties previously performed as a CSR

-Operated front desk; included answering phone calls, scheduling appointments and surgeries, handling walk-in patients, and handling urgent phone calls during business hours -Worked across multiple departments to assist in other areas of the clinic as needed

Master Of Science - Ms, Biology

Activities and Societies: Graduate Assistant

Bachelor Of Science - Bs, Biology

Activities and Societies: Alpha Phi Omega