Experience

Ease

• United States
• Software Development
• 100 - 200 Employee

• Director of Customer Support

  • Mar 2023 - Present

• Customer Support Manager

  • Feb 2022 - Feb 2023

• Senior Team Lead

  • Apr 2021 - Mar 2022

  Developed the Premium Support Department from the ground up and cultivated a boutique team focused on providing a well rounded, luxurious and tailored customer support experience♦ Created all internal processes and procedures for the department♦ Hired, trained, and mentored a team of highly proficient individuals♦ Maintained SLA's within 98%-100% week over week for each individual client ♦ Lead a company wide project to transition 7 platforms into one within a 2-3 month time period during the busiest season for the company Show less

• Customer Support Representative

  • Sep 2018 - May 2021

  Resolve inquiries received in a timeframe consistent to department and team service levels and goals while collaborating with internal teams and clients to achieve desired results. ♦ Own and address customer needs and product issues from inception to resolution♦ Maintain and create detailed documentation through logging of support cases, email, and knowledge base articles for customer and internal use



BRIO Tuscan Grille

• Restaurants
• 100 - 200 Employee

• Server

  • Mar 2017 - Sep 2018

  Deliver an exceptional fine dining experience to each guest through knowledge of company policy and expectation. ♦ Increase restaurant revenue through suggestive selling ♦ Particularly effective in providing excellence in hospitality services with a honed ability to work in multicultural environments ♦ Ability to be patient under stressful circumstances and maintain pleasant demeanor at all times Deliver an exceptional fine dining experience to each guest through knowledge of company policy and expectation. ♦ Increase restaurant revenue through suggestive selling ♦ Particularly effective in providing excellence in hospitality services with a honed ability to work in multicultural environments ♦ Ability to be patient under stressful circumstances and maintain pleasant demeanor at all times



MARKET GRILLE CAFE

• United States
• Food and Beverage Services
• 1 - 100 Employee

• Server

  • Jan 2014 - Jan 2017

  Assist guests with recommendations to ensure high check averages by suggesting and upselling additional food and beverages to increase restaurant sales and guest satisfaction. ♦ Responsible for training and mentoring new servers ♦ Frequently assisted colleagues during rush periods to facilitate teamwork ♦ Strong rapport with a multitude of guests; one of the most requested servers ♦ Proficient in handling large parties and banquets of 50 plus while still maintaining a high level of quality service Show less