Experience

Tridiuum (now Lucet)

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• Customer Support Analyst

  • Sep 2021 - Present

  - Prioritize, troubleshoot, and resolve customers' software issues- Determine if reported issue is a bug or a feature- Escalate bugs to engineering and product teams- Work closely with engineers to fix bugs and issues, and report back to customers with deployment resolution- Identify customer configuration needs and communicate them cross departmentally to product and engineering teams - Prioritize, troubleshoot, and resolve customers' software issues- Determine if reported issue is a bug or a feature- Escalate bugs to engineering and product teams- Work closely with engineers to fix bugs and issues, and report back to customers with deployment resolution- Identify customer configuration needs and communicate them cross departmentally to product and engineering teams



SCANTEK :: Infomanagement Solutions

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

• Software Support Manager

  • Jan 2020 - Sep 2021

  - Wrote automation applications for production- Created and administered repositories in document management software platforms (Laserfiche and Treeno)- Solved technical issues for end-users- Trained end-users and administrators on software use- Troubleshoot software and hardware issues- Debugged and ran data migration automation scripts- Developed custom solutions for client needs- Worked with clients' IT teams to migrate data, deploy document management solutions, and administer software platforms



The Guitar Center Company

• United States
• Retail
• 700 & Above Employee

• Customer Service Manager

  • Apr 2018 - Feb 2020

  - Supervise a sales team of 13 associates, making them successful by ensuring all of our customers receive the highest quality of service, expertise, and attention- Train associates in basic to advanced point of sale database functions and proven sales techniques, methods, and behaviors- Track my store and sales team performance against the district, region, and chain, keeping myself and the management team updated with hourly, daily, and weekly reports with analytical details- Resolve customer, employee, technical, and interpersonal issues beyond expectation in a timely manner- Manage online sales orders and update eCommerce platform with fluctuating store inventory- Communicate with customers, track clientele, and solve any issues using SMG360 CRM- Cultivate business through direct involvement in all associates' customer interactions, sales and metrics, and store operations- Influence the culture and behaviors of my team by jumping into difficult situations, exceeding expectations, and maintaining a positive attitude- Mediate employee disputes as needed and rectify customer service issues- Run and analyze store credit application reports, credit authorization transaction reports, ensure all funds and transactions are accurate and accounted for, and prepare daily store bank deposit

• Assistant Manager

  • Oct 2017 - Apr 2018

  - Focused on selling and customer interactions while driving the sales team to push and grow controllable metrics such as Private Label Credit Cards, Loyalty Club Cards, Warranty Attachment Rate, and Average Unit Price- Generated leads for long term, high end sales, organized and prioritized leads based on urgency, customer needs, and quality of sale, and followed up with leads to close sales and ensure customers were highly satisfied- Built and negotiated quotes for package deals for churches, studios, schools, and other businesses, followed up with sent quotes and closed sales

• Sales Associate

  • Jun 2013 - Oct 2017

  - Generated multiple, loyal tier 1 customers by sharing my wealth of gear knowledge and ensuring every customer left with exactly what they needed and feeling ecstatic about their purchase- Surpassed expectations of controllable metrics, particularly Warranty Attachment and Average Unit Price- Maintained high Sales Per Hour while completing tasks delegated to me by managers- Established trusted, long term relationships to keep customers loyal and highly satisfied