Experience

• 

  Money Map Press

  • United States
  • Book and Periodical Publishing
  • 1 - 100 Employee

  • Senior Customer Support Advocate

    • Sep 2022 - Nov 2023

    • Promoted to Senior Customer Support Advocate in September 2022, combining previous Sales Development Associate responsibilities with expanded leadership duties.• Resolved complex technical issues escalated from the initial support tier, ensuring customer satisfaction.• Collaborated with the marketing team to develop online training courses on LearnUpon LMS, enhancing customer onboarding and product adoption.• Conducted pre-launch testing of promotional features, guaranteeing flawless functionality and user experience.• Created marketing campaigns from scratch for email blasts that enabled customers to purchase services.• Generated customized reports for franchises to track KPIs, enabling data-driven decision-making through ThoughtSpot (BITool).

  • Sales Development Associate

    • Jul 2017 - Sep 2022

    • Participated in daily cross-functional meetings to align sales, customer service, and marketing goals.• Managed and resolved sales order tickets using Google Suite and AdvantageCS CRM for efficient order processing and account maintenance.• Coordinated ticket escalation and resolution by collaborating with appropriate teams through JIRA.• Created and managed FAQ content for Help Center using WordPress, improving customer self-service.• Offered actionable insights to executives, fostering customer experience enhancements and continuous improvement.• Identified, reported, and tracked technical errors in promotional materials and websites to maintain quality.

  • Customer Service Representative

    • Oct 2016 - Jul 2017

    • Managed customer inquiries via phone, chat, and email, ensuring prompt resolution.• Guided customers through website navigation, service utilization, and order tracking.• Delivered clear, non-technical guidance to users, promoting seamless system adoption.• Onboarded new customers, providing training on system use and features.• Proactively engaged with prospective leads through cold calling to drive sales growth.• Collaborated with the Retention Team to address escalated cancellation requests effectively.• Provided actionable feedback to executives for enhancing customer experience.

• 

  The Valley Inn

  • Brooklandville, MD

  • Server

    • Oct 2014 - Jul 2016
    • Brooklandville, MD
• 

  RJ Bentley's

  • College Park, MD

  • Bartender and Server

    • Oct 2011 - Sep 2014
    • College Park, MD
• 

  Potbelly Sandwich Works

  • College Park, MD

  • Food Service

    • Jan 2010 - Oct 2011
    • College Park, MD