• Responsible for all top-tier client accounts• Train support representatives on the core company values and proper custom care practices.• Schedule online customer meetings and trainings via Zoom, GoToMeeting, or other online meeting applications. • Coordinate testing of JIRAs for Development staff to ensure timely testing completion for system updates.• Handle customer escalations in a friendly and professional manner, as needed. • Participate in daily management and inter-departmental scrums to ensure plan details and execution.• Coordinate and participate in weekly high-profile client calls to ensure healthy work relationships.• Review and take required action for any feedback provided by clients through our ticket and chat systems. • Update and maintain our online Support documentation to ensure the best customer experience.• Monitor and address any billing issues directly with client contacts.• Onboarding of new companies with coordination of large data conversion and client initiation projects.

• Licensed insurance professional working with new clients to ensure proper policy coverage• Identify potential client needs during personalized interviews• Cultivates relationships through genuine interaction• Builds customized case files to suite every client’s needs• Executes policies per company protocols• Collaborates with team members to improve client experience and retention

Over five years of direct client service has provided me an unique perspective into what recruiters need out of an Applicant Tracking System (ATS). I understand every aspect of our product offering and pass that information along to our client partners to ensure the highest ROI.

As Vice President of Customer Support, I am driven to provide the absolute best service for both my clients as well as my team. Each day provides unique challenges that are met with good communication, rapid assessment, and decisive actions. Understanding and utilizing the strengths of each team member allows for consistently high levels of work production and customer satisfaction.

Following my promotion to the Customer Support Team Leader position, my responsibilities grew to include team management, advanced client account onboarding, and training of new employees. As the team leader, my mission was to continue to provide the highest quality customer support while also managing other support staff members. As a vital member of the support staff, I contributed to our team's Bronze Stevie Award earned in 2019.

As a customer service representative, my mission was to provide top quality service to our company's current and growing customer base. My responsibilities included phone support, live chat support, email support, training recordings, and live training sessions. As a vital member of the support staff, I contributed to our team's Bronze Stevie Award earned in 2018.

Co-owner of a boutique spa and salon in historic St. Augustine, Florida.