Experience

MyTime

• Software Development

• Senior Customer Success Manager

  • Jan 2021 - Present

  Support and train MyTime users on our productsHandle inbound and outbound calls( that are deemed Tier 2) emails from customers to determine their challenge/questions and deliver a solutionMeet/exceed SLAs for response timesMaintain high level of satisfaction from customers (as measured by customer surveys)Handle cancellation requests and work to recommend solutions to keep the customers on board with MyTime softwareHelp to train and mentor Customer Success Managers on best practicesParticipate in client webinars that deliver best practices on the MyTime softwareBe the eyes and ears of the company: listen to feedback and report to the larger team to address customer needs Show less

• Customer Success Representative

  • Apr 2019 - Jan 2021

  Supported and trained MyTime users on ProductsHandled inbound and outbound calls, emails, and chatsIncreased customer engagement with MyTime productsUpsold MyTime products to address the client and their customer needsWork with Product, Marketing, and Sales teams to create features and products and ensured smooth implementation.Became the eyes and ears of the company: listened to feedback and reported to the larger team to address customer needs and desires.Communicated charge-backs to the correct party and submitted evidence against or accepted the charge-back accordingly.Wrote, Published, and Edited training documents for the help page. Show less



Overstock.com

• Market Partner Account Manager

  • Aug 2018 - Jan 2019

  Worked with external marketplaces to achieve additional views and sales of our products.Responded to marketplace account requests via telephone and email.Created new product pages through the marketplace accounts.Corrected, removed, and updated incorrect content.Developed processes and documentation procedures for our Customer Service teams to follow based on the requirements of the individual marketplace.

• Partner Account Manager

  • Nov 2013 - Aug 2018

  Developed deep knowledge of our partner businesses and enabled them to meet our company objectives.Created training documents and proccesses for specialized accounts to ensure proper and efficient management.Boosted sales and operation numbers with proactive account servicing and diligent relationship building.Addressed problems in a proactive and knowledgeable manner to maintain and enhance client satisfaction.Contacted partners as soon as issues arose to immediately find a resolution before the escalated.Introduced higher standards for account performance and increased efficiency by training on streamlined programs.Delivered a high level of service to clients to both maintain and extend the relationships for future business opportunities.Received promotion to manage senior level accounts. Show less

• Customer Service Representative

  • Oct 2010 - Nov 2013

  Recieved multiple positive reviews which acknowledged dedication to excellent customer service.Delivered exceptional customer service by maintaining extensive knowledge of products and services and creating a welcoming environment.Asked open-ended questions to assess customer needs.Ensured superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.Appointed to task force to design customer service procedures for our emerging Market Partner sales. Show less



Convergys

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Customer Service Representative

  • Aug 2008 - Sep 2010

  Answered customer questions and offered details about products and services. Documented and forwarded customer inquiries and complaints in a timely and empathetic manner. Promoted to the fraud team to document more major issues for expedited resolution. Answered customer questions and offered details about products and services. Documented and forwarded customer inquiries and complaints in a timely and empathetic manner. Promoted to the fraud team to document more major issues for expedited resolution.



Platinum Protection

• United States
• Security and Investigations
• 1 - 100 Employee

• Data Entry Specialist

  • Apr 2008 - Jul 2008

  Ran credit checks on potential customers. Set up accounts for the approved customers. Conducted both Pre and Post surveys with the customers. Activated the customer's account and systems. Received and submitted the customer's payment information. Ran credit checks on potential customers. Set up accounts for the approved customers. Conducted both Pre and Post surveys with the customers. Activated the customer's account and systems. Received and submitted the customer's payment information.