▪︎ Managed up to 20 projects simultaneously.▪︎ Created project plans to clearly define requirements from each party. ▪︎ Hosted weekly calls and provided status emails throughout the week to ensure project completion by the deadline.▪︎ Developed client relationships by building trust and providing a smooth transition to customer success team. ▪︎ Worked with support and engineering teams when needed to ensure successful implementation.

▪︎ Collaborated with the team to develop a quality assurance process that would provide quantitative data. ▪︎ Analyzed and refined the QA process to ensure optimum efficiency and accuracy.▪︎ Automated reporting and collaborated with Salesforce administration to make data more accessible. ▪︎ Playbook audit scores increased by 28% ▪︎ Call and implementation audits scored at 99.5% and 97.1% respectively. ▪︎ Created video tutorials, documentation, and hosted training calls to bridge knowledge gaps within the provisioning team.▪︎ Trained the implementation specialist team and hosted individual calls when needed to review specific topics.▪︎ Assisted the implementation team when needed by taking ownership of projects to help offset volume.

▪︎ Utilized problem solving to troubleshoot software issues via phone, chat, and email.▪︎ Met or exceeded monthly case close goal for three consecutive quarters. ▪︎ Took lead on major automotive client accounts. ▪︎ Hosted internal trainings for both US and international support agents. ▪︎ Conducted interviews for new hires and collaborated to discuss hiring decisions. ▪︎ Fully trained new hires to ensure success in new role.

▪︎ Built client relationships with Fortune 500 companies to ensure retention and success of the account throughout the partnership.▪︎ Complete data entry of ticket inventory, quality assurance checks, process shipments, invoicing, reporting, and accounting.▪︎ Lead live software training webinars.▪︎ Analyze, identify, and recommend process improvements.▪︎ Used systems such as Zendesk, Jira, Salesforce, and Confluence.

▪︎ Designed and created websites according to client's needs.▪︎ Maintained and updated sites as needed.

▪︎ Expanded knowledge on DNS, SEO, web design, and coding while assisting customers with their websites. ▪︎ Utilized multi-tasking skills by taking up to three chats at a time and/or emails. ▪︎ Consulted with customers to help them find the products they need to reach sales and contact goals. ▪︎ Used systems such as Zendesk, SnapEngage, HipChat, and Slack.

▪︎ Supported Nike customers via chat and email to help them find the best products for their specific athletic needs and goals.▪︎ Provided product information and order status updates. Issued promo codes and discounts when necessary to ensure positive customer experiences.

▪︎ Assisted customers with payments, online navigation, making purchases, filing fraud reports, filing disputes, linking accounts, and resolving declines.▪︎ Used problem solving and communication skills to de-escalate calls.