•Provide training to new employees•Assist with escalations from Sales & implementation team•Troubleshoot complex technical issues

Develop WordPress sites using IDX plugin Frontend WordPress themes layouts using HTML5, CSS3, Java Script, WordPress, Chrome Developer toolsSet up DNS management and hosting, Domain Name Transfers, across DNS Hosting VendorsConfigure URL forwarding for website landing pagesOngoing client technical support and CRM Software TrainingDelivers high quality implementation services and defined deliverables to customers  Facilitates client onboarding experience by proactively engaging customers and anticipates client needs  Takes ownership of client issues and follows problems through to resolution Cooperate with team members via Project Management Tools (Salesforce Service Console)  Ensures completion of necessary client contracts  Aggregates and formats client lead data using MS Excel  Enters client data into proprietary software applications  Keeps accurate records and documents customer service actions and discussions  Works independently with minimal direction  Processes detailed work within assigned timeframes and without errors  Creates internal and client facing documentation of implementation processes  Maintains an orderly workflow according to prioritiesIntegrating CRM with third party email marketing systems/lead sources (MailChimp, FiveStreet)‌Develop client logos & background photos with graphic design processing software (GIMP, Adobe Photoshop)  Reports key metrics and process improvement recommendations Provide training and support to implementation staffPerforms other tasks as assigned

Responsible for helping clients configure and manage our hosted real estate website products. Assist external web developers & Realtors with the integration of our property search products into customdesigned real estate websites. Since Joining the team, I was able to learn the complex product very quickly and help achieve compliance with delivering on support SLAs. Each week I handle the most tickets and receive excellent reviews from our consumer base and upper management, was able to help descrease the 1st touch and resolution time tremendously. Work with Service Console & Desk CRM to track emails and phone calls. Also, provide training webinars for new clients and new B2B partners that are on-boarded. Very high call + email volume. Track bugs using Jira. Handle 100 - 200 tickets per week. Very knowledgeable using WordPress dashboard, some experience with Wix, Squarespace, & GoDaddy platforms. Experience with CSS, HTML, JavaScript

Professionally answer incoming customer calls/emails and ensure that issues are resolved both promptly and thoroughly  Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable  Provide quality service and support in a variety of areas including, but not limited to: payment processing, billing, maintain and update customer records, internal mail sort &distribution, customer surveys, customer campaigns, external mailings and system trouble shooting  Cautiously work with customers on balances due  Maintain a balance between company policy and customer benefit in decision making

Member Services: Supported end users with technical issues using Desk & Live Chat, issuing of refunds, & navigating through website. Help to develop strategy in resolving some of the more complex cases. Basic trouble shooting (e.g., clearing cache & cookies). Processed/reconciled check returns and ORCC/Telus returns. Filed Jira tickets to engineer team for problems that were reported and replicated. Supported users through live chat & emails. Attended daily meetings and provided feedback of trends along with feedback for the product itself. Performed data entry for turked bills through Plastiq's turking tool. Took escalations from remote support team and monitored their help request through Slack. Billing Support: Provided billing support using 2 separate admins with different logins and functions simultaneously. Have a proven ability to multi-task and work well under pressure. Assisted businesses through live chat and email with help using Plastiq's internal Business Portal, trouble shot issues that occurred with the use of this tool and filed Jira's for issues that were reproduced. Also assisted businesses, with refunds of their customers and handled emails from Business team.

Account Management. Perform emergency roadside remote assistance. Respond to high volume of inbound phone calls and emails. Provide friendly tutorials to subscribers. Complete investigation of regular infractions. Responsible for assessing fees, processing credit cards and answering billing questions. Processed new memberships & collected needed data electronically for insurance claims. Handling of mailing new member packets out and collecting key fobs for canceled memberships. In addition, I was responsible for providing email support for Carma Zoom & Carma Carpool programs along with documenting and submitting bug reports to engineers.

Email Support liaison for License+ program offered through USAA in addition to the support Liaison for RightTrack program offered through Liberty Mutual, handled escalated complex tickets from agents along with customers, worked closely with engineers on the development of tools to be built for internal admin and enterprise consoles, effectively managed email queues resulting in a 98% CSAT rating and a rapid response time to customers according to the industry's benchmark, also provided Tech Support for adapter and trouble shot issues that occurred when using iPhone or Android

Answer high inbound call volume & respond to clients via email, using Zendesk Ticketing system, provide web support for end users, assist with navigation through the website, trouble shoot issues that occur on the site and use bug tracking system to report escalated issues, provide support for iPhone's and Android devices, assist with training of new employees

Observation and participating in rotating banks game and verifying winning and losing bets, provided excellent customer service to all casino patrons, monitor games making sure of no cheating and make sure dealers are playing fair, asset protection, watch chips and make a count every 40 min. to ensure all monies were accounted for

General office assistance Filing of documents, Daily pick-up & distributing of mail, copying, mail letters/ parcel, box & label files, update control list of all files and keep list current, order office supplies & stationary, Loan Service Assistance: Assist with check run, mailing & reconciling direct deposit monies, deposit lenders money into their accounts, Monitor property taxes & insurance & composing letters for any borrower that is delinquent, invoicing, filing, ordering of supplies

Provided technical support, billing support, provided navigation assistance for users of the site, processed online payment for international and domestic users, responsible for trouble shooting problems that occurred on the site, Served as moderator of site postings made by members by making sure they were appropriate for site's guidelines, handled over a 100 call per day, answered 100+ emails per day, handled user escalations, also trained new employees