Experience

Ease

• United States
• Software Development
• 100 - 200 Employee

• Ease Customer Support Lead

  • Jan 2023 - Present

  Las Vegas Metropolitan Area

• Customer Support Representative Tier 1

  • Mar 2021 - Jan 2023

  United States

• Customer Support Agent Tier 1

  • Nov 2020 - Mar 2021

  United States



Nevada School of Professional Studies

• United States
• 1 - 100 Employee

• Student

  • Jun 2020 - Nov 2020

  United States Medical Billing & Coding



Ease

• United States
• Software Development
• 100 - 200 Employee

• Support Specialist

  • May 2019 - Apr 2020

  Las Vegas, Nevada Area



Nature's Lab

• United States
• Wellness and Fitness Services
• 1 - 100 Employee

• Sales Assistant

  • Aug 2018 - Nov 2018

  Las Vegas, Nevada Assisted both Operations leaders and Sales Leaders with reporting and data analytics. Managed relationships between lab personnel as well as third party manufacturing representatives, repair teams, and corporate departments. Negotiated pricing, contracts, and payment terms with suppliers and customers, and an internal sourcing department. Planned and executed meetings with manufacturing representatives.



Tesla

• United States
• Motor Vehicle Manufacturing
• 700 & Above Employee

• Analyst, Engineering Quality & Compliance

  • Jun 2017 - Jun 2018

  Las Vegas, Nevada Area Established and evaluated quality metrics, conducting trend analysis and provided corrective actions when necessary. Ensured designs were performed in accordance with applicable company processes and in compliance with all applicable state, federal and NEC requirements. Identified compliance risk and recommended solutions. Reviewed and assessed deviations; including tracking, follow-up, reporting and trending. Routinely provided both verbal and written feedback to employees, supervisors, and… Show more Established and evaluated quality metrics, conducting trend analysis and provided corrective actions when necessary. Ensured designs were performed in accordance with applicable company processes and in compliance with all applicable state, federal and NEC requirements. Identified compliance risk and recommended solutions. Reviewed and assessed deviations; including tracking, follow-up, reporting and trending. Routinely provided both verbal and written feedback to employees, supervisors, and management on the quality of performance being provided. Conducted in depth analysis of training, SOP's and Designs, supported training by providing suggestions on training content. Provided feedback and data at an individual and organizational level, and presented findings on trends, opportunities for training, coaching, and recommendations on process gaps. Updated databases to analyze (QA) data, identify trends, and generate reports/presentations for various levels of management. Performed all job duties and responsibilities in a compliant and ethical manner and in accordance with all applicable laws, regulations and industry codes. Show less



SolarCity

• United States
• Renewable Energy Semiconductor Manufacturing
• 700 & Above Employee

• Analyst, Engineering Quality & Compliance

  • Mar 2016 - Jun 2017

  Las Vegas, Nevada Area Established and evaluated quality metrics, conducting trend analysis and providing corrective actions when necessary. Reviewed and assessed deviations; including tracking, follow-up and reporting/trending. Provided both verbal and written feedback to employees, supervisions and management routinely on the quality of performance being provided. Ensured design was performed in accordance with applicable company processes and in compliance with all applicable state, federal and NEC… Show more Established and evaluated quality metrics, conducting trend analysis and providing corrective actions when necessary. Reviewed and assessed deviations; including tracking, follow-up and reporting/trending. Provided both verbal and written feedback to employees, supervisions and management routinely on the quality of performance being provided. Ensured design was performed in accordance with applicable company processes and in compliance with all applicable state, federal and NEC requirements. Updated databases to analyze (QA) data, identify trends, and generate reports/presentations for various levels of management. Applied critical thinking data at an individual and organizational level, and presented findings on trends, opportunities for training and coaching, and recommendations on process gaps. Provided training support by providing suggestions on training content. Performed all job duties and responsibilities in a compliant and ethical manner and in accordance with all applicable laws, regulations and industry codes.

• Design Hotline Technician

  • Oct 2015 - Mar 2016

  Answered phone inquiries from internal sales and design departments for external customers regarding system designs. Independently sourced appropriate solutions to questions and concerns regarding system designs. Worked with sales teams to review site plans, and make changes to the design from the original sale, and to meet customer requirements to reach the final compliant engineering design. Worked to effectively communicate changes and solutions to meet customer requests. Mastered… Show more Answered phone inquiries from internal sales and design departments for external customers regarding system designs. Independently sourced appropriate solutions to questions and concerns regarding system designs. Worked with sales teams to review site plans, and make changes to the design from the original sale, and to meet customer requirements to reach the final compliant engineering design. Worked to effectively communicate changes and solutions to meet customer requests. Mastered all processes, protocols and technical aspects of solar designs, job flow and requirements as outlined by building departments and utility companies. Communicated with internal teams and management to improve SolarCity processes. Exceeded individual and team quotas and goals.



UPS Supply Chain Solutions

• United States
• Transportation, Logistics, Supply Chain and Storage
• 700 & Above Employee

• Corporate Social Media Representative

  • Nov 2011 - Jun 2015

  Las Vegas, Nevada Area Maintained customer relationships through social media engagement, as well as educating customers on the tools that helped them get the most out of UPS' services. Winner of the 2012 Gold for Front-Line Customer Service Team of the Year as part of the UPS Corporate Social Media Team.

• Technical Support

  • Nov 2010 - Nov 2011

  Las Vegas, Nevada Area Worked with customers and companies to identify, troubleshoot, and resolve problems when using UPS web based & software based shipping systems in the United States and Canada. Accurately logged and kept records of customer queries. Provided solutions and feedback to more efficiently help customers & employees to fix problems. Dispatched field technicians, and drivers to visit customer if the problem is more serious or urgent. Tested and repaired faulty equipment, both on the phone and… Show more Worked with customers and companies to identify, troubleshoot, and resolve problems when using UPS web based & software based shipping systems in the United States and Canada. Accurately logged and kept records of customer queries. Provided solutions and feedback to more efficiently help customers & employees to fix problems. Dispatched field technicians, and drivers to visit customer if the problem is more serious or urgent. Tested and repaired faulty equipment, both on the phone and using remote connections.



Bankcards / E-services Citigroup

• Customer Service & Sales Representative/Technical Support

  • Oct 2008 - Jul 2010

  Provided incoming customer service and technical support for card members. Resolving complex questions requiring an in depth knowledge of credit policies and procedures via telephone. Assisted future customers with completing credit card applications, ensuring all security measurements were followed when verifying callers. Offered a wide variety of products and services to meet the card member needs, while resolving complex questions requiring an in depth knowledge of credit policies and… Show more Provided incoming customer service and technical support for card members. Resolving complex questions requiring an in depth knowledge of credit policies and procedures via telephone. Assisted future customers with completing credit card applications, ensuring all security measurements were followed when verifying callers. Offered a wide variety of products and services to meet the card member needs, while resolving complex questions requiring an in depth knowledge of credit policies and procedures. Remained compliant and updated on all federal laws and security measures to ensure safety and security of customer information. Assisted clients in navigating and troubleshooting Citibank managed web sites with safety, security and integrity. Show less



Smart City Networks (SCN) / Priority Networks Inc

• Customer Service Representative

  • Mar 2005 - Aug 2008

  Built relationships with show management, clients, personnel and facilities staff using phone, e-mail and face to face communication to coordinate smooth, seamless execution of service. Reviewed and recorded incoming data for facilities in regards to events and order placement, payment, confirmations and revisions. Staffed service desks during events, dispatched technical staff, prepared, delivered, and installed equipment, took customer service surveys and attended pre-convention… Show more Built relationships with show management, clients, personnel and facilities staff using phone, e-mail and face to face communication to coordinate smooth, seamless execution of service. Reviewed and recorded incoming data for facilities in regards to events and order placement, payment, confirmations and revisions. Staffed service desks during events, dispatched technical staff, prepared, delivered, and installed equipment, took customer service surveys and attended pre-convention meetings. Performed troubleshooting, input all customer issue tickets in AESOP/RT systems, and dispatched technical staff to resolve problems. Show less



Pet-Co

• Animal Care Specialist

  • Oct 2004 - Mar 2005

  Responsible for the overall effective operations within the area of aquatics, reptile, bird and small companion animals. Maintained all live animals and merchandise within the department.



Iowa Lakes Community College

• Higher Education
• 100 - 200 Employee

• Art Room Assistant

  • Jan 2003 - Apr 2003

  Cleaned and organized studio main area and the firing room for safe and efficient use. Researched and refurbished college table loom unit with the use of Internet Explorer.