Addressed customer service related issues brought to my attention via social media, ticket escalations, and phone requests for management. Proactively monitored tickets and chats to ensure highest levels of service were being provided and coached team members where necessary. Developed internal programs that automatically escalated tickets to management attention based on certain criteria (i.e. excessive open time or excessive replies). Compiled monthly reports containing data from customer reviews. Responsible for hiring, firing, scheduling, and management of all employees. In addition, my duties included management of all aspects of web host billing department, process orders, perform audits, provide strategic advice in fraud prevention and chargeback reduction, and provide general billing-related customer service.

Provided consultation, advice, and strategic support to small to mid-size web hosting companies on one-time or long-term basis.

Responsible for the day-to-day operations of the company including: hiring, firing, and scheduling of employees; responding to customer service related issues brought to my attention through social media, ticket escalations, and requests to speak to management; proactively monitored ticket and chat systems to ensure high levels of service were being maintained; and assisted with technical support and billing related inquiries.

Responsible for all billing related tasks including: answering tickets and phone calls with billing related problems, processing orders, responding to chargebacks, and conducting routine audits of billing accounts. During my tenure with HostNine, I was able to net the company significant savings through a one-time audit of accounts on servers without being billed, and the automation of many billing related audits thereafter.

Responsible for all guest relations and customer service related work for a fine dining Italian restaurant with a 10-room Bed & Breakfast. My duties included management of employees, counting drawers, preparing financial reports, resolving discrepancies in cash, responding to chargebacks, and assisting B&B and restaurant guests with any concerns that they had.