As the Associate Application Administrator, I was a customer service and support evangelist, providing front-line application support to Thumbtack employees located in 3 offices. I assisted agents with troubleshooting, updating required software components, and providing application support for the Thumbtack suite of internal tools which included but not limited to Salesforce, Quiq, Okta, Five9, Guru, BrowserStack and Ironclad. I was able to quickly build relationships with customers, business partners, and IT team members alike. My excellent communication skills and a passion for technology and dedication to solving problems allowed me to be a helping hand for various teams at Thumbtack.

● Team SME on SalesForce & creates ad hoc reporting for managers and team members to help improve efficiency and CRM adoption● Provide stellar support to our top tier Pro’s while using strategic problem solving to overcome roadblocks● High performer on team exceeding goals while helping to foster a team environment for Q2 & Q3 ‘19● Served as team representative on the User Feedback group to transition to a new Success platform where I gathered feedback from the team and provided to the group

● Help develop the Build & Support processes for our HCM Product● Created ZohoDesk ticketing system & provided support handling tickets● Setup & Installed RingCentral VoIP phone system● Perform admin responsibilities for CRM reporting & field requirements● Manage the dealer on-boarding process for our SaaS products

*Primary point of contact post-sales for University Subscribers including onboarding, account set-up and retention*Conduct web training sessions for new enrollees & managers*Deliver Initial Performance Assessments to owners and managers*Implemented Zoho CRM & customized for our business needs

• On site sales & product presentations to 1,300 Franchise & Independent dealerships nationwide• Implemented dealership products to meet customer needs• Created ad hoc reports in Salesforce.com to monitor account status & set triggers to forecast potential issues• Produce weekly & monthly reports to track progress to goal on my book of business utilizing SalesForce.com• Spent 1-2 weeks per month on the road doing onsite sales, product implementation, and coaching best practices in the industry and online marketing to all levels of management at the dealership• Provided creative solutions to utilize the eBay Motors product to reach the dealerships sales objectives• Worked with 3rd party listing providers to resolve datafeed & template issues (vAuto, Homenet, VinSolutions, eBizAutos, AutoRevo, Auction123, & Dealertrack)• Provided feedback & coaching to salespeople on customer calls utilizing Callsource call recording• Collections calls with Accounts Payable to make sure accounts are current & they have contracts/invoices

• Onboard new & existing dealerships including dealer groups onto the eBay Motors platform• Analyze accounts needs and provide an appropriate consulting map• Train new hires on best practices, sales, and account development• Delivered tough messages regarding site and policy changes while maintaining 92.3% customer satisfaction• Provide creative solutions to dealerships unique business models & processes • Resolved datafeed issues with our software as well as 3rd party listing providers

• Prospected new accounts via cold calling across the U.S.• Followed up with leads that had expressed interest in products• Utilized Salesforce.com to create & track lead progress• Provided reporting on lead status to management• Responsible for sales, acquisition, and on-boarding of new dealerships

• Provided high performance customer satisfaction while resolving issues in one contact• Creative problem solving to resolve customer complaints• Resolved customer concerns in a high volume inbound atmosphere while also completing outbound campaigns• Logged customer contacts via Salesforce.com • Answered customer contacts via Live Chat, Email, and Inbound/Outbound Phone• Provided Top Customer Service while exceeding call/chat metrics