Experience

Accountable2You

• United States
• Consumer Services
• 1 - 100 Employee

• Customer Support Manager

  • Sep 2021 - Present

  Williamstown, Kentucky, United States I have the privilege of leading & coaching a growing team of Customer Support and Technical Support professionals every day. I'm responsible for managing the daily operations of the Customer Support department. I'm also responsible for promoting, hiring, and onboarding new Customer Support team members. I work with the leadership team to plan the future direction of Customer Support as a department, and to set annual and quarterly goals.

• Sr. Customer Support Specialist

  • Apr 2020 - Present

  Provided technical product support for thousands of customers via email and live chat. Mastered technical troubleshooting for our SaaS app across a range of different platforms and operating systems. Handled complex customer and technical conversation escalations for the Customer Support team. Coordinated daily work schedules and priorities for the Customer Support team. Created and maintained public Support site articles and internal knowledge base content… Show more Provided technical product support for thousands of customers via email and live chat. Mastered technical troubleshooting for our SaaS app across a range of different platforms and operating systems. Handled complex customer and technical conversation escalations for the Customer Support team. Coordinated daily work schedules and priorities for the Customer Support team. Created and maintained public Support site articles and internal knowledge base content. Researched, planned, and implemented a department-wide volunteer scheduling system for covering holiday shifts. Trained and mentored new hires on the Customer Support team. Interfaced with Dev/Prod team to escalate bugs and feature requests.



Cody Lutz Media

• Commercial Photographer

  • Mar 2017 - Present

  Cincinnati, OH



Answers in Genesis

• United States
• Non-profit Organizations
• 200 - 300 Employee

• Photographer

  • Mar 2017 - Apr 2020

• Event Coordinator

  • Jan 2013 - Apr 2020

  Managed event logistics and operations for the executive office, including support staff, retail and exhibit spaces, and volunteers. Coordinated an average of 60 events annually at different stages of development, keeping detailed records and reports. Managed retail spaces, ordering, POS systems, and sales staff at events, producing over $500,000 in sales annually. Produced marketing content, including writing video scripts, social media copy, and event photography… Show more Managed event logistics and operations for the executive office, including support staff, retail and exhibit spaces, and volunteers. Coordinated an average of 60 events annually at different stages of development, keeping detailed records and reports. Managed retail spaces, ordering, POS systems, and sales staff at events, producing over $500,000 in sales annually. Produced marketing content, including writing video scripts, social media copy, and event photography. Led and trained hundreds of teams of new volunteers, creating positive team environments and camaraderie. Streamlined event procedures by developing and writing new training processes and materials. Negotiated agreeable arrangements with new internal and external customers, and generated contracts.

• Warehouse Inventory Specialist

  • Apr 2012 - Jan 2013