Experience

AltoIRA

• Software Development
• 1 - 100 Employee

• Customer Experience Associate

  • Jan 2021 - Present

  Nashville, Tennessee, United States



Dharma Merchant Services

• United States
• Financial Services
• 1 - 100 Employee

• Customer Service Specialist - Team Lead

  • Nov 2017 - Dec 2019

  Vancouver Washington Promoted to team lead, handling dozens of internal support queries per day by phone and email, while managing ongoing caseload of 30-60 cases with resolution times of 2-16 weeks. Phone time of 2-3 hours/day, de-escalating upset clients, deep account retention efforts. • Managed vendor relations for terminals, signage, shipping materials. Negotiated contracts, managed/audited inventory, purchased hardware. • Built entirely new company-wide processes to manage terminal deployments… Show more Promoted to team lead, handling dozens of internal support queries per day by phone and email, while managing ongoing caseload of 30-60 cases with resolution times of 2-16 weeks. Phone time of 2-3 hours/day, de-escalating upset clients, deep account retention efforts. • Managed vendor relations for terminals, signage, shipping materials. Negotiated contracts, managed/audited inventory, purchased hardware. • Built entirely new company-wide processes to manage terminal deployments. Programmed/tested/shipped dozens of credit card terminals per month. • Directed workload to appropriate employees, accepted inbound phone calls, logged activity in SalesForce, researched data issues, and "put out fires".

• Customer Service Specialist

  • Oct 2015 - Nov 2017

  San Francisco Bay Area Supported growing merchant base with phone support, new client communication, emailed inquiries, and credit card terminal deployment. Responsible for pre-qualifying sales leads, quickly prioritizing urgent clients, and maintaining a pleasant demeanor. • Prioritized marquee client care and acted as key client contact agent. • Managed client onboarding with welcome calls and document preparation. • Worked with multiple partners/vendors on behalf of clients to offer amazing support



Novitex Enterprise Solutions

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

• Contractor

  • Nov 2012 - Sep 2015

  Washington D.C. Metro Area •Developed, quality checked and managed digital filing system for critical ENRD documents including contracts, invoices, and inventory items. •Managed Internal Phone network installations, drafted and fulfilled phone order integrations according to DOJ business needs •Direct DOJ building services and provide a line of communication between clients and staff



FedEx Office

• United States
• Printing Services
• 700 & Above Employee

• Shipping Coordinator

  • Jan 2011 - Apr 2015

  Falls Church •Primary Supervisor in coordination and communication of all shipping activities and services. •Consulted clients, anticipated customer needs, provided alternatives and solutions.



Enterprise Rent-A-Car

• United States
• Real Estate

• Car Prep

  • Nov 2007 - Nov 2012

  Greensboro North Carolina