Experience

Swoogo

• United States
• Software Development
• 1 - 100 Employee

• Senior Product Support Specialist

  • Aug 2022 - Present

  • Handled tickets and live chats with customers via Zendesk whilemaintaining an active ticket load of around 50-100 tickets per week• Live calls with customers via video calls to troubleshoot live issues andquestions while screen sharing• Provided support for all customers – including enterprise customers• Handled tickets and calls for third-party tools that integrated with ourproduct (ex: Zoom, Salesforce, Marketo, EventMobi, HubSpot)• Coordinated with multiple internal teams to escalate issues andprovide the best customer experience possible for our customers• Helped review and improve our Help Center to be as accurate andhelpful for our customers as possible• Regularly escalated technical issues to our Product team via Jira• Met weekly with our Product team to review escalated tickets• Aided in company/team interviews as needed Show less

• Application Support Specialist

  • Jul 2021 - Aug 2022



Procare Solutions

• United States
• Software Development
• 200 - 300 Employee

• Customer Support Specialist

  • Oct 2019 - Jul 2021

  • Received tickets, emails, calls, and chats via Zendesk, Intercom, and Salesforce handling customer questions and troubleshooting product issues • Handled around 30-50 chats/tickets per day • Handled and triaged both tier 1 and tier 2 support • Documented and escalated issues and product enhancements as Jira tickets to our engineering and development teams – met weekly with those teams to review these • Interviewed and trained new hires for the tier 1 customer support team • Provided customer product trainings as needed • Provided enterprise support Show less



Portmeirion Group Limited

• United Kingdom
• Glass, Ceramics and Concrete Manufacturing
• 100 - 200 Employee

• Assistant Product Manager

  • Jan 2018 - Sep 2019

  • Constructed PowerPoint presentations showcasing all new product being launched • Designed and prepared images of products in Adobe Photoshop that were then used for presentations, brochures • Communicated with other offices in Connecticut, Canada, and the United Kingdom to coordinate resources needed for new product and various ongoing projects • Constructed PowerPoint presentations showcasing all new product being launched • Designed and prepared images of products in Adobe Photoshop that were then used for presentations, brochures • Communicated with other offices in Connecticut, Canada, and the United Kingdom to coordinate resources needed for new product and various ongoing projects



Mental Health Association of Monmouth County

• United States
• Mental Health Care
• 1 - 100 Employee

• Housing Navigation Case Manager

  • Apr 2017 - Jan 2018

  • Helped lead entirely new Housing Navigation Program designed to aid homeless individuals to secure housing • Managed a caseload over 150 referred clients from the Monmouth County Division of Social Services • Performed detailed research, surveying, and intake process to match each referred individual with the best program(s) for his/her individual specific situation • Performed detailed data entry in Excel and HMIS, a national database for homeless individuals • Collaborated with a wide variety of county and state-wide organizations in order to provide aid to referrals Show less



Monmouth University

• Higher Education
• 700 & Above Employee

• Clinical Research Assistant

  • Sep 2016 - Dec 2016

  • Worked directly with Dr. Goodwin and other research assistants on a year-long psychological research project for the university • The topic of the study focused on stereotypes and stigmas toward television, movie and internet fandom • Compiled articles, perform data analysis, and presented findings to university faculty in the Psychology Department • Worked directly with Dr. Goodwin and other research assistants on a year-long psychological research project for the university • The topic of the study focused on stereotypes and stigmas toward television, movie and internet fandom • Compiled articles, perform data analysis, and presented findings to university faculty in the Psychology Department



Waters & Sims Employment Services

• United States
• Individual and Family Services
• 1 - 100 Employee

• Human Resources Assistant

  • Sep 2016 - Nov 2016

  • Worked directly with the Vice President/Director to manage various human resources documents • Organized a variety of documents for both employees and clients, including timesheets, forms, and informational packets • Developed various human resources-related documents for distribution to the firm’s employees (ie: schedules and incentive plans) • Worked directly with the Vice President/Director to manage various human resources documents • Organized a variety of documents for both employees and clients, including timesheets, forms, and informational packets • Developed various human resources-related documents for distribution to the firm’s employees (ie: schedules and incentive plans)



The Center

• United States
• Civic and Social Organizations

• Counseling Assistant

  • Sep 2015 - Dec 2015

  • Led a 40 minute long group session that I designed with the topic of Positive Psychology • Worked with counselors to learn about various counseling methods o Observed how the counselors interacted with the clients • Attended staff meetings, group counseling, and information sessions • Filed various types of paperwork • Led a 40 minute long group session that I designed with the topic of Positive Psychology • Worked with counselors to learn about various counseling methods o Observed how the counselors interacted with the clients • Attended staff meetings, group counseling, and information sessions • Filed various types of paperwork