Customer Support Supervisor

• Jul 2023 - Present

Primary duties involve managing a team of 13 people of the Customer Support teams; reporting directly to the COO; Additional duties: - maintaining a detailed and current knowledge of company workflow processes, scheduling and time-tracking, outage management, and customer assistance. - involved streamlining daily workflows, creating/updating department policies and monitoring established performance standards.- development of training processes for Customer Support team.

Customer Support and Data Integrity Lead

• Oct 2021 - Present

The Team Lead role is seen as the first “go to” person when others in the Data Integrity and Customer Support departments have questions. - This person has the patience and communication skills needed for training new employees and ensuring that existing employees are trained on new products or procedure changes. This role handles call escalations for both Customer Support and Data Integrity. Also, assist all CS team members with issues related to all FMLS products. - The Team Lead should be proactive in identifying opportunities where process improvements can be made and then take initiative to discuss these with the manager as well as implement new processes once approved. - This person is a central point of contact for the team and helps to maintain a positive atmosphere. Also acts as a liaison between company departments as needed. Data integrity of property content is of the up most importance and should be the priority goal for departments this role interacts with. Show less

Sr. Customer Support/Data Integrity Rep

• Sep 2019 - Present

Customer Support Rep II

• Sep 2017 - Present

Customer Support Representative

• Oct 2016 - Present

Client Support Specialist

• Jun 2016 - Oct 2016

• Provide front line support including phone and case volume for Client issue resolution • Handled incoming Accounts Receivable payments & E-Commerce purchases • Create and update case tickets in the CRM database, Salesforce, as required to appropriately route issue tickets or questions, and document resolution. • Provide correct and detailed information to relay back to product owners and technical teams • Gain and demonstrate ongoing industry, process and product knowledge • Work with the sales team and Success team to create the best Client experience possible • Work with internal technical teams to help resolve clients issues • Proactively work to prevent future client issues through attention to detail when working through current issue • Forge partnership with technical teams to aid in faster resolution of client issues • Worked on trial project, called SPOC(Single Point of Contact) to test a better customer experience for clients. Show less

Senior Support Technician

• Dec 2014 - Jun 2016

- Provided world class client support to yheir numerous software solutions, including; POP3/IMAP Email Hosting, DNS, TCP/IP & SMTP Troubleshooting, Microsoft Exchange and Active Directory Hosting.- Provide technical support for mobile applications (iOS, Android, Blackberry)- Act as a client liaison handling phone and email support requests, where you become an advocate for the resolution of client issues.- Helped clients understand how DNS records relate to them including A, MX, CNAME, and TXT/SPF records- Assist clients with Smarsh Encryption secure messages and Encryption/DLP.- Provided world class client support to our numerous software solutions with Microsoft Outlook, Icewarp, Microsoft Exchange and Active Directory Hosting.- Work closely with other departments in resolving issues and fulfilling all client requests, regardless of the nature.- Handle problem with recognition, research, isolation, resolution and follow-up for routine user problems. - Log and track calls using Salesforce, while maintaining detailed notes of the customer’s request.- Write and revise user training documents and procedures for internal uses, and to give out to clients using the Smarsh Platform.- Answer, evaluate, and prioritize incoming telephone, voice mail and e-mail requests for assistance from clients experiencing problems with software, networking, and other related technologies of the problems. Show less

Designated Support Agent

• Dec 2015 - Feb 2016

- Provided world class client support for Enterprise client during their internal migration period for the Smarsh Archiving Platform.- Acted as a client liaison handling email support requests between authorized Enterprise client and Smarsh Inc Customer Success Representative- Assisted internal representatives with mailbox reports, and running email searches for Compliance Reviews, and escalating Audit Requests.- Worked closely with other departments in resolving issues and fulfilling all client requests, regardless of the nature.- Handled problems with recognition, research, isolation, resolution and follow-up with specific internal contact.- Logged and tracked cases using Salesforce, while maintaining detailed notes for Enterprise company- Answered, evaluated, and prioritized incoming e-mail requests from the High-end Enterprise representatives experiencing problems with the Smarsh Archiving Platform. Show less

Office Assistant

• Sep 2013 - Nov 2014

- Managed server backups using VERITAS Backup Exec and SyncBackPro - Diagnosed and resolved any reported network issues - Analyzed and resolved reported end users computing issues - Performed maintenance to address performance issues, virus removal, driver issues and network issues - Evaluated technology use and suggested hardware and software improvements - Managed server backups using VERITAS Backup Exec and SyncBackPro - Diagnosed and resolved any reported network issues - Analyzed and resolved reported end users computing issues - Performed maintenance to address performance issues, virus removal, driver issues and network issues - Evaluated technology use and suggested hardware and software improvements

Game Advisor

• Sep 2011 - Sep 2013

- Supported Hardware & Software for all major devices from Microsoft, Sony, Nintendo, Android, & Apple - Supported Busiest store in the Southeast region - Monitored for potential security risks and thefts; diffused situations when needed - Supported Hardware & Software for all major devices from Microsoft, Sony, Nintendo, Android, & Apple - Supported Busiest store in the Southeast region - Monitored for potential security risks and thefts; diffused situations when needed

Sales Associate

• Sep 2009 - May 2011

- Assisted manager with review of quarterly & yearly sales from previous years - Transferred Sales information into Microsoft Access database - Greeted customers, determined customer needs, and directed them to specific sections as needed - Monitored basic security needs for the store - Assisted manager with review of quarterly & yearly sales from previous years - Transferred Sales information into Microsoft Access database - Greeted customers, determined customer needs, and directed them to specific sections as needed - Monitored basic security needs for the store