Experience

Beautiful.ai

• United States
• Software Development
• 1 - 100 Employee

• Customer Success Associate

  • May 2023 - Present



Opus Clip

• United States
• Software Development
• 1 - 100 Employee

• Senior Technical Support Specialist

  • Jan 2023 - Apr 2023

  ● Provided technical support to customers who use our live streaming tool, mostly via online chat, email, and video calls ● Answered customer questions and troubleshoot technical issues, and summarize common issues to compose and update FAQs. ● Identify, escalate, and track the progress of complex issues to the engineering & product teams with good details. ● Lent my in-depth knowledge of our live streaming tool and how it works. ● Stayed up-to-date on product updates and changes, play with new features and report glitches and bugs to assure product quality. ● Provided QA Support weekly, testing the latest app updates and bug fixes and escalating issues to the engineers ● Assisted Marketing with Outreach and Onboarding, as well as researching potential users. Show less



Lead Sherpa®, Inc.

• United States
• Real Estate
• 1 - 100 Employee

• Support Specialist

  • Mar 2022 - Aug 2022

  Deliver exceptional customer service while efficiently and effectively responding to inquiries, diagnosing and resolving issues, and guiding end users through technical issue resolution processes. Support and troubleshoot issues with web-based applications. Build rapport and demonstrate a professional demeanor while responding to customers via Facebook, Freshdesk, email, and phone. Translate complex technical concepts into simple language and communicate clearly to support customers. Prepare detailed and intuitive technical documentation to support customers in troubleshooting. Provide holistic customer support by proactively addressing and anticipating needs and concerns. Align objectives and bridge communications with customer success, product, and engineering teams to ensure timely issue resolution and overall customer success. Earn recognition for proactively monitoring and achieving performance goals and metrics, such as customer satisfaction and first response time; prioritize issues and tasks based on urgency. Navigate complex and escalated customer conversations with professionalism and expertise. Drive continuous improvement by identifying inefficiencies and implementing innovative solutions. Demonstrate a strong ability to execute sound and effective decisions in complex environments. Contribute to operational excellence by training, mentoring, and supporting new team members. Show less



Gusto

• United States
• Financial Services
• 700 & Above Employee

• Dedicated Support Representative

  • Jul 2021 - Mar 2022

  Educated and supported customers in utilizing company software while maintaining strong knowledge of current products, features, and updates. Fostered collaborative working relationships with cross-functional teams and advocates to influence and drive improvement across product development initiatives. Ensured customer satisfaction while responding to inbound inquiries by providing exceptional service and support across all interactions and maintaining a “search first” mentality. Gathered and communicated customer feedback to product development teams. Identified, documented, and reported software bugs and issues to product development and leadership. Participated in training and professional development to continuously learn and apply new skills. Complied with all internal and external regulations, protocols, policies, and best practices. Show less



Cognizant

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Software Support

  • Jan 2019 - Jul 2021

  Adapted to quickly changing priorities while handling high inbound technical phone call/email volumes. Maintained responsibility for troubleshooting, diagnosing and resolving complex technical issues. Drafted and maintained detailed documentation outlining all issues, comments, and resolutions in Salesforce and other software applications. Utilized Microsoft Teams and other inbound channels to respond to and address inquiries. Adapted to quickly changing priorities while handling high inbound technical phone call/email volumes. Maintained responsibility for troubleshooting, diagnosing and resolving complex technical issues. Drafted and maintained detailed documentation outlining all issues, comments, and resolutions in Salesforce and other software applications. Utilized Microsoft Teams and other inbound channels to respond to and address inquiries.



ALTHOFF CATHOLIC HIGH SCHOOL

• United States
• Education Management
• 1 - 100 Employee

• IT Intern

  • May 2018 - Jul 2018

  Leveraged technical knowledge and skills to update and clean student lab desktops, install and configure new projectors for whiteboards, update Apple TVs, and set up and configure new laptops for faculty. Established, maintained, and deleted user accounts in Windows. Tasked with updating iPads as well as backing up and restoring Apple accounts on new iPad. Transferred data from faulty to new hard drives. Leveraged technical knowledge and skills to update and clean student lab desktops, install and configure new projectors for whiteboards, update Apple TVs, and set up and configure new laptops for faculty. Established, maintained, and deleted user accounts in Windows. Tasked with updating iPads as well as backing up and restoring Apple accounts on new iPad. Transferred data from faulty to new hard drives.