Experience

Freeman Motor Company - Luxmoto Auto Wholesale

• Sales Consultant

  • Dec 2018 - Present

  * 90 day monthly average of 17 cars sold * After 6mths of employment, was relocated to our newest location to help in its growth and success * Maintained a 113% ratio in 'new customer to sold' conversion rate - Take inventory walk to understand: vehicle by characteristic, capabilities and features, comparing and contrasting competitive models, and inspection - Develop buyers by maintaining: rapport, suggested trade-ins, meeting new prospects, greeting drop ins, responding to inquiries, recommending sales campaigns and promotions - Qualifies buyer by understanding buyer's requirements and interests, matching requirements and interest to various models - Knowledge of vehicle characteristics, capabilities, and features - Ample skill in negotiating, closing, rapport building, explaining provisions, and knowledge of the vehicle - Ample writing skill along with attention to detail to complete customer inquiries AND finance applications/paperwork that is required for purchasing a car - Provides follow up to Upper Management, direct Sales Manager, and customers before, during, and after the sale is complete



Squarespace

• United States
• Software Development
• 700 & Above Employee

• CUSTOMER OPERATIONS ADVISOR

  • Jun 2018 - Dec 2018

  - Respond to customer-submitted email requests and live chats in a timely manner - Troubleshoot and guide customers through website setup, including identifying system and site-specific website issues - Achieve set targets across pace, Customer Satisfaction and quality in email and live-chat - Stay up to date on new product features and improvements - Identify and communicate system issues to our Product Solutions team - Proactively create an ideal experience via chat and email with every customer - Handle multiple chats at a time (up to 4) with an above average NPS score - Sending an average of 10-13 emails an hour - Taking complex/technical instructions and converting them into laymen’s terms for easier resolution - Remote work - minimal supervisory needed; critical decision maker; time manager; recognize to utilize my internal resources when needed



Southern Pacific Brewery

• Assistant General Manager

  • Mar 2017 - Apr 2018

  * Execute opening and closing duties – opening shift, shift change, and closing shift procedures * Ensure food quality, food safety and store cleanliness. Follow health, safety and sanitation guidelines * Manage shift schedule and utilize deployment tools to maximize shift performance * Manage inventory needs by ordering, receiving and storing items according to procedures * Follow cash management and cash register policies and ensure all staff always follow procedures * Adhere to the needs of the business as each night develops; recognizing the needs of my team, our clients, and the brewery * Point of contact and decision maker during shift for any/all inquiries, accolades, and/or altercations



GoPro

• Iceland
• Software Development
• 1 - 100 Employee

• Customer Support Lead

  • Apr 2016 - Mar 2017

  *Executive Escalation Team - Provide support to customers who contact our C-Level executives directly, as well as internal support escalations. *Quality Analysis - Provide feedback and coaching via case reviews for both internal representatives as well as external reps in the Americas, EMEA, and APAC*New Hire/New Product Training - Traveled domestically and internationally to provide new product training, policy and process implementation, best practices coaching, and performance reviews for support vendor partners. Also helped coordinate, plan, and execute a New Hire Training course for new Customer Call Centers both domestically and internationally. *Process Improvement - With in house/other vendor Leadership, we work together to help refine internal processes. Work closely with Quality team to implement and utilize CSAT score information to drive employee performance improvements as well as CRM process improvements. *Tier II Technical Support - Supporting GoPro cameras, Desktop Editing Software Application, Android and iOS mobile apps, and mounting hardware while maintaining an average of 94% CSAT. Continue to expand proficiency in new releases within small time frame to provide in-depth customer support as well as employee coaching. *Order and shipping logistics support across the globe for sales orders, warranty exchange and replacements, and internal orders*Experience working with Salesforce CRM, Netsuite CRM, inContact, Confluence, Chatter, Excel, Five9, Litmos

• Technical Customer Support

  • Aug 2014 - Mar 2017

  *Tier II Technical Support - Supporting GoPro cameras, Desktop Editing Software Application, Android and iOS mobile apps, and mounting hardware while maintaining an average of 94% CSAT. *Chat Support Launch Team - Worked with a team of colleagues to launch and build out international chat and order support. *Community Hub Moderator Launch Team - Oversaw and helped structure our Community Page for customer interaction. Continued moderator support to help guide the Community Page accordingly. *Quality Analysis - Provide feedback and coaching via case reviews for both internal representatives as well as external reps in the Americas, EMEA, and APAC.* External Training Support - Traveled to other US facilities to provide new product training, policy and procedures, best practices coaching, and performance for quality review. *Order and shipping logistics support across the globe*Experience working with Salesforce CRM, Netsuite CRM, inContact, Confluence, Chatter, Excel* Represented and assisted GoPro at a number of trade shows and events providing insight to customer inquiries and embracing the GoPro enthusiasm!

• Food Runner/Bar Back/Cashier

  • Apr 2013 - Apr 2015

  * Only employee to be trained in 3 verticals within the restaurant: Food Runner, Bar Back, and Lead Cashier. * Assisted General Manager with tasks/runs/office duties when necessary. * Offered Prompt and friendly delivery of food to our guests ensuring a more than pleasurable experience. *Assisted in stocking and bussing stations throughout the restaurant providing team support. * Responsible for helping set up the bar during opening shifts and closing down the bar completely during closing shifts. This responsibility is usually only given to Bartenders. * Well versed in ALOHA, our ordering software. * Was the voice and face as lead cashier to assist our fun patrons.



Susan Scherman Fine Art

• Administrative Assistant, SSFA/ Susan Scherman Fine Art

  • Jan 2010 - Nov 2012

  * Recruited after one, one hour session of training on Apple Products. * Trained Owner/CEO Mrs. Scherman on the use of her computer and multiple applications such as iWork, Microsoft Office, Outlook, her iPhone, and other Mac/Internet related applications. * I managed both Mrs. Scherman's work and personal calendar keeping up with events, birthdays, gallery openings, and travel. * Monitored SSFA website and researched artists for possible new clientele with SSFA. Also scheduled meetings, locations, and time of shows. * In charge of planning all travel arrangements, research and contact Art vendors/companies for events, created presentations displaying current/related artwork for vendors and upcoming shows, and was liaison/assistant to all art shows. * Handled all basic general office duties, filing, ordering supplies, correspondence, data entry, mail.



Demandforce

• United States
• Software Development
• 1 - 100 Employee

• Senior Technician

  • Nov 2011 - 2012

  * Providing next level assistance to clients and a support staff of 10-15 regarding technical issues related to Demandforce software. * Work with all levels of management, including, Director of Client Services and Head of Technical Support, to resolve concerns stemming from our clients. * Consistently reporting to management, direct staff, and our clients regarding new or related technical issues while maintaining and being aware of technical knowledge or lack of. * Multitasking while working with clients and able to exceed exceptional support. * Versed in different levels of customer service: Email, Phone, Chat, and Social Media (including Twitter, Facebook, and LinkedIn.) * Remote into our clients computers to assist in remedying or updating software hiccups. * Update and report to our Engineering and Integration teams with issues that need resolution. * Promoted to Senior Technician after 6months. * Gladly allowing time to be a direct contact for work or non-work related issues with my staff/co-workers.



VerticalResponse

• United States
• Technology, Information and Internet
• 1 - 100 Employee

• Customer Relations Specialist

  • Jul 2010 - Nov 2011

  * Commandeering the ‘front lines’ of support by responding promptly and thoroughly to customer inquiries via Email, Chat, Phone, and Social Media. * Reviewed all outbound email campaigns for illegal or offensive content. * Cultivate and expand our customer facing knowledge base by creating documentation and guidelines using our Intranet database distributed to all employees. * Provide hands on technical and creative assistance in editing and fixing customer emails using HTML. * Via meetings or Excel reports, providing valuable feedback to Product Development, Marketing, and Engineering Teams. * Act as relief manager while overseeing a unit of 10 employees. * Assist with the training of all new hires in the operation and management of business programming systems. * Coordinate special events and conduct workshops to enhance employee morale and promote fun and diversity in the workplace.



Apple Inc.

• Computers and Electronics Manufacturing
• 1 - 100 Employee

• Specialist

  • Feb 2008 - Jul 2010

  * Chosen as Lead Mentor for Mentor Program designed to maintain the most up to date information about Apple Products and Software to a team of 10 co-workers. * Core responsibility of maintaining or exceeding an overall exquisite customer experience at the Apple Retail Store. * Educated and influenced consumers regarding the purchase of Apple products. * Conducted daily Workshops speaking to a group of no less than 8 consumers about different Apple products and software. * Helped educate and teach our One to One customers, for one hour per client, through hands on training designed by Apple, specifically for the Apple products and software. * Adhered to strict company policy with regards to privacy of new products and proprietary information. * Chosen as an iPhone Expert handling all sales, education, and set up of iPhone interactions. * Provided necessary laughter when appropriate and worked diligently with my team (co-workers) to make our work experience rewarding and fun.