- Created, Implemented, and Support the SEO Boost (Organic SEO) Add-on product that focuses on increasing the natural, organic search traffic to our client's websites- SEO Team Lead/Custom Design Team Lead- Increase clients online presence by improving page layout and keyword optimization throughout their website- Personally manage over 150 accounts as part of the SEO Boost program

● Provided Tier 1 Inbound/Outbound/Email technical support to all customers which may include individual consumers, graphics designers, and support counterparts who are diagnosing, troubleshooting, and updating print files, data spreadsheets, and online account information. ● Provided Tier 2 technical support to all customers who are using advanced graphics programs such as Adobe Photoshop, Adobe InDesign, Adobe Illustrator, and Corel Draw as well as customers who are working on an Apple (Mac) computer.● Reported design, reliability and maintenance problems or bugs to programming personnel for investigation and resolution ● Acted as an escalation point on critical customer issues brought to other departments, and provide feedback to the departments regarding the resolution of those issues. ● Resolved advanced level customer service complaints according to department standards. ● Worked collaboratively and coordinates with teammates and other departments to fulfill customer requests.● Provided Customer Support (Inbound/Outbound/Email) training for all new hires.● Provided ongoing technical and system upgrade training for current employees.● Developed and maintain current and accurate Customer Support training documentation● Created and maintain the internal Customer Support Wikipedia Knowledge Base● Created graphics files by customer request in a supporting role for the Design Services team● Reached out to existing customers via phone and email survey to gather feedback on their experience with our company● Designed, maintained, and compiled data from First Time Customer and Existing Customer Outreach surveys

● Provided order assistance to customers by liaising with designers, installers, and product manufacturers● Direct liaison to our main corporate vendor for customers that had made their “Hot List”● Interfaced directly with other departments to assure that all customer needs were met in a timely and cost effective fashion● Developed and delivered up-training for all Customer Support employees.

● Assisted customers in configuring their Windows operating system and Outlook Express to function with an ISP connection that shipped with their new computer● Helped launch the email support team for this ISP ● Received training on troubleshooting Dell computer hardware and Windows operating systems ● Supported Dell computer hardware and Windows operating systems via phone and email● Trained to support Adobe software in both a Windows and Mac environment● Supported Adobe software in both a Windows and Mac environment● Direct Liaison to Tier3 support at Adobe for their GoLive software