Integration Services Coordinator

• Jun 2021 - Present

Lead Customer Support Specialist

• Jul 2019 - Jun 2021

• Join the Digital Product Support team, assisting the Product Managers in identifying and resolving escalated tickets• Ensure product knowledge remains current• Manage phone, email, and electronic orders and inquiries within 24 hours• Communicate professionally with instructors and students to happily resolve inquiries• Effective Cross-Department Communications • Maintain organized email and electronic filing system for various references and reports• Assist with special projects and reports as needed

Customer Care & Sales Support Specialist

• Nov 2017 - Jul 2019

• Field domestic and international phone, email, and online orders and inquiries including digital and print product• Field instructor and student inquiries and communicate effectively with F.A. Davis educational consultants and regional managers• Filter leads via email to uncover potential business for our sales force to close• Filter technical support inquiries regarding product• Maintain organized email and electronic filing system for various references and reports• Assist Manager of Customer Care & Sales Support, Regional Sales Managers, Marketing & ConventionCoordinators, and Educational Consultants with special projects and reports as needed

Customer Service Associate

• Oct 2013 - Sep 2015

• Provided escalated support for customers of The Wall Street Journal and Barron’s.• Communicated with customers via telephone, e-mail, and written letters to assist them with inquiries and feedback on content, website format issues, and marketing campaigns.• Supported team and internal departments by maintaining wiki website and implementing an advanced monthly Executive Complaint Tracker through Google Sheets that was used by upper management for reporting purposes.• Proactively contacted customers to mitigate potential delivery problems identified by analysis of internal daily reports. Escalated unresolved issues to Circulation Managers.

Business Development Intern

• Dec 2012 - Oct 2013

• Reported directly to the President and created PowerPoint presentations for use during featured guest speaker events.* Interacted with clients while assisting digital producer during photo and video shoots for promotion through social media.• Compiled media kit templates for clients. • Reported directly to the President and created PowerPoint presentations for use during featured guest speaker events.* Interacted with clients while assisting digital producer during photo and video shoots for promotion through social media.• Compiled media kit templates for clients.

Development Dept Intern

• Sep 2007 - Mar 2009

• Extensive Excel and PowerPoint management• Visited housing sites to evaluate conditions • Extensive Excel and PowerPoint management• Visited housing sites to evaluate conditions

Technical Intern

• Sep 2006 - Mar 2007

• Assisted the mechanical engineering department with CAD drawings• Conducted thermal and stress analysis reports• Assembled components used by the United States military. • Assisted the mechanical engineering department with CAD drawings• Conducted thermal and stress analysis reports• Assembled components used by the United States military.