Steven Masters Email & Phone Number

Austin, Texas Metropolitan Area

As a the Lead Analyst for the DISCO Desk team, I have to remain agile and flexible in order to accomplish a bevy of requests. My core duties remain the same, in that I help clients troubleshoot problems and realize their goals for using DISCO; I now also:- Welcome new clients into the DISCO with their initial onboardings- Field escalation calls from my team- Train clients and internal users in how to use DISCO- Help develop internal workflows, in addition to assisting clients with their own- Handle one-off requests that may not be fully supported within the DISCO app

This role was a combination of the prior two, in addition to training my team to handle the same sort of tasks. As the Senior on the team, I am also responsible for handling more complex client requests.

Austin, Texas, United States

The Project Analyst role involved helping client achieve their goals in DISCO by:- Understanding what the client wishes to achieve- Developing workflows for clients to use the system efficiently- Training out clients to become more self-service- Utilizing all aspects of the DISCO platform to complete client-requested tasks

Austin, Texas Metropolitan Area

In this role, my core job duties were: - Respond to and resolve technical issues for clients via phone, email, and chat.- Escalate complex issues to the appropriate level of support.- Document all technical issues and resolutions in the knowledge base.- Stay up-to-date on the latest product released- Work with other departments to improve the customer experience.In addition to these core duties, I also helped play a vital role in building and maintaining relationships with clients. We are the first point of contact for clients who are experiencing technical problems, and we need to be able to quickly and efficiently resolve those problems. My team also needs to be able to build rapport with clients and make them feel comfortable reaching out for help in the future.

Houston, Texas

At GoCo, my duties ranged across a wide variety of tasks, but always keeping our clients first. Recurring tasks included: - Updating payroll for our customers in various systems, such as ADP, Quickbooks, and Gusto- Building open enrollments for companies to renew benefits- Answering incoming contact requests via phone and emailSpecial projects at GoCo include assisting with new hire training, developing curriculum and help articles, running time-use analysis on processes we had in place, and assisting in implementing the SCRUM method.

Houston, Texas

I provided support for our clientele, helping them to achieve their goals for all aspects of eDiscovery, including setting up ingests for new data to review, setting up review stages to easily review data within a matter, and producing the documentation to opposing counsel, and everything in between. In addition to this, I provide technical troubleshooting support to ensure the DISCO platform is working as designed, and assisting in maximizing our client's resources to ensure a smooth experience. I achieve this by keeping up to date on weekly platform and feature releases, bug fixes, and by taking advantage of testing environments to remain familiar with the system.My duties were done across several different schedules, meaning that if I were working normal business hours, I would be in the office; however, if the schedule needed someone to work off-hours, I would do so remotely from home.

Austin, Texas Area

I started Expedia as an overnight service representative on a small (4-8 people) team in an inbound, customer-facing center, consisting of assisting customers (both property owners and travelers) with website functionality, computer and mobile troubleshooting, and billing inquiriesDesignated overnight team trainer for floor training (after employees left new-hire training), filled in when leads were on vacation, before accepting a position as an overnight manager. My duties changed to more of an administrative-task focus, escalated call situations, filling in for absent team members, as well as continuing training on both new and experienced reps.Helped pilot several new programs on the overnight team, which involved a large degree of self-sufficiency and autonomy

Austin, Texas Area

Received cases from other departments for handling, and efficiently come to a fair resolution between customer and dealership; run reports and assist with special projects as assigned; helped pilot new departments and internal processesProvided assistance and admin support to my team as a “team captain” and filled in for the team leadReviewed agent's customer-facing resolutions and determine if proper and take corrective action if needed

Corpus Christi, Texas Area

Contracted work for Verizon WirelessData entry in a customer-friendly environment regarding customer concerns with billing and coveragePerformed first-tier mobile-device technical troubleshootingProvide assistance to the team as a “Team Mentor” and fill in for the team lead when needed to

Performing first tier technical troubleshooting, billing support, and answering general knowledge questionsData-entry in a customer-driven and customer-friendly environmentTop sales agent for product up-sells and cable/landline/internet bundles and stand-alone packagesProvide support to the production floor as a “Mentor”; answering questions and taking escalations, providing sales assistance for new agents

Contract writer for a musical journalism website. Duties involved scheduling travel for interview opportunities that the company set up for me, interviewing musicians, and scouting for new, local, and unknown musicians to provide publicity

In-house technical support (including network device integration, hardware troubleshooting, software installation, and minor on-site repairs for desktops, laptops, and office equipment)General clerical duties, including database updating, phone duty, and client intakeAided Parole Officers with daily work, assigning housing plans and release plans on a regular scheduleKept a running inventory of site supplies and ordering items as needed