Customer Support Manager (Level 2)

• May 2021 - Present

Customer Support Hero

• Apr 2019 - May 2021

Owner / Web Developer

• May 2007 - Dec 2019

– Design, development and testing of client websites and applications– Building and selling of WordPress themes, plugins and static site templates – Providing highly rated customer support to earn repeat business– Tutorial writing for Envato Tuts+ – Design, development and testing of client websites and applications– Building and selling of WordPress themes, plugins and static site templates – Providing highly rated customer support to earn repeat business– Tutorial writing for Envato Tuts+

Quality Review

• Sep 2015 - Apr 2019

Full-time, remote worker for Envato’s world-leading digital marketplaces and network of sites.– Testing WordPress items submitted by authors to ThemeForest– Reviewing code and design to ensure products are high quality– Providing detailed feedback, advisement, and coaching to item authors– Coordinating with our remote team to ensure review consistency and fairness– Following internal policies, company values and industry best practices

Senior Support

• Feb 2012 - Aug 2015

Full-time, remote worker for Envato’s world-leading digital marketplaces and network of sites.– Giving web-based customer support across all Envato market sites– Testing features of the Envato sites and reporting issues to developers– Connecting with customers to solve issues using social media– Providing team leadership, direction, coaching and mentoring – Point of contact and subject matter specialist for the team– Interviewing and training new team members

Web Designer / Developer

• Jan 2006 - May 2011

The web developer, web designer, and analyst for Essentia Health. (Formerly Dakota Clinic / Innovis Health) Reduced costs by eliminating outsourcing to contractors and focusing on developing and maintaining web-based applications internally. – Design, development, and testing of corporate internet and intranet sites – Automation of manual business processes to improve accuracy and efficiency – Administration of the Learning Management System (E-Learning) – Maintenance of existing web content, programming, and databases – Administration and training of internal SharePoint sites and portals – Management of multiple ongoing projects and support issues – Providing customer support and training

Web Developer

• Mar 2003 - Dec 2005

Transitioned into full time employment after starting with a web design / development internship under the direction of the Account Executive. – Design and development of new and existing websites – Working with client ideas and issues via phone, email and in person – Presenting project concepts to clients and team members Transitioned into full time employment after starting with a web design / development internship under the direction of the Account Executive. – Design and development of new and existing websites – Working with client ideas and issues via phone, email and in person – Presenting project concepts to clients and team members

Web Developer

• May 2004 - Aug 2004

– Maintaining websites over the university summer break – Solving website issues on departmental websites and applications – Maintaining websites over the university summer break – Solving website issues on departmental websites and applications