Experience

TouchPoint Software

• United States
• Software Development
• 1 - 100 Employee

• Client Account Representative

  • Feb 2023 - Present

  -Independently processes and responds to routine questions, processing issues, and requests according to company defined procedures. -Thoroughly analyzes issues and requests and clearly communicate them verbally and in writing using company approved methods and tools. -Makes customers and their needs the primary focus of one’s actions by developing and sustaining productive customer relationships. -Ensures application of best practices through consistent evaluation of key metrics, independently driving process improvement efforts to advance account standing. -Acts as a positive representative of the company, both internally and externally, in accordance with written principles of the organization without direction or oversight from management. -Keeps account manager or superior informed of significant issues on a timely basis. -Seeks guidance from the appropriate account manager or supervisor on significant non-routine issues. -Possess a thorough understanding and ability to explain and promote our web-based services. Show less



Canvas Church

• Lenoir City, Tennssee

• Worship Leader

  • Jan 2010 - Sep 2023

  As a worship leader my goal is to lead this church into the presence of God. By praying over and meditating on the set lists each week, leading very detailed and prayed over practices with the band, offering training for the band members, and continually bettering my walk with God I feel I can accomplish with the band. As a worship leader my goal is to lead this church into the presence of God. By praying over and meditating on the set lists each week, leading very detailed and prayed over practices with the band, offering training for the band members, and continually bettering my walk with God I feel I can accomplish with the band.



Ministry Brands

• United States
• Software Development
• 200 - 300 Employee

• Engagement Manager

  • Apr 2018 - Jan 2023

  -Manage subordinate staff in the day-to-day performance of their jobs -Accountable for aspects of the client relationship after year 1; training Engagement team on technology, communication, review and comprehend reporting metrics around clients to identify areas for improvement -Lead Engagement team in exceeding our Clients’ customer service expectations -Use methodical processes to identify and collaborate with other teams to resolve complex customer issues -Escalation point for any "At Risk" clients developing strategy to ensure retention goals -Communicate via phone, email, and help desk ticketing system. Coach clients on using their account, understanding our platforms/services, reading reports, as well as informing them of industry recommendations, system troubleshooting, various data entry assignments, system walk-through, etc. -Talk with the church, ministry, and non-profit staff from across the country -Develop a comprehensive understanding of common objectives and typical ministry challenges faced by customers to appropriately map EasyTithe features and associated business benefits to address their needs -Create and implement work procedures that will enhance the organization and departmental service delivery, operating procedures and standards -Assist the Success Director in new hire interviewing, and performance evaluations -Manage and approve team timesheets for non-exempt employees -Make sure our product management team knows what challenges our customers are having using the software -Develop strategic advisory skills in an organization that is very supportive of personal development -Resolve customer trouble tickets as needed -Utilize Microsoft Dynamics CRM and HubSpot to track all customer interactions -Meet/exceed monthly KPI’s -Attend all scheduled team meetings -Answered inbound phone calls, emails, web form submissions, and voicemails for a variety of online giving products and services Show less



First Tennessee Bank

• United States
• Financial Services
• 700 & Above Employee

• Universal Banker

  • Feb 2014 - Feb 2018

  -Performs both Teller and FSR responsibilities -Provides a variety of services involving receiving and paying out money, and maintaining accurate records of all transactions, including processing commercial deposits received by armored car. -Develops and retains long-term and profitable customer relationships to maximize revenue growth. -Provides fulfillment of retail banking products either through referral based leads, prospecting lists or self-sourcing. -Oversees the potential recoveries on an individual portfolio of charged-off FTB accounts including; DDAs, consumer credit cards, consumer loans, real estate loans and HELOCs, and small business credit cards and lines of credit -Makes outbound calls and receives inbound calls -Negotiates payment arrangements and manages potential settlement agreements -Supports third party vendors and/or attorneys with customer inquiries -Provides a high level of customer service -Assists with other assigned duties to the department -Helps plan and organize team building activities -Maintain 3rd party vendor and attorney relationships -Review documentation for attorneys for the purpose of filing suit -Skip trace customers who have severely delinquent accounts to try and find contact information and to determine assets if we desire to foreclose or file suit -Reconcile vendor accounts to FTB accounts and satisfy any discrepancies Show less



Windham Professionals Inc.

• United States
• Financial Services
• 200 - 300 Employee

• Student Loan Collector

  • Apr 2013 - Aug 2013

  -Call borrowers for the purpose of communicating effective action in paying off federally defaulted student loans -Communicate with borrowers the programs available and importance of each program -Work at least 50 accounts a day -Manage accounts in a timely manner -Skip trace for the purpose of contacting borrowers -Respond to incoming calls while meeting the needs of the borrowers -Call borrowers for the purpose of communicating effective action in paying off federally defaulted student loans -Communicate with borrowers the programs available and importance of each program -Work at least 50 accounts a day -Manage accounts in a timely manner -Skip trace for the purpose of contacting borrowers -Respond to incoming calls while meeting the needs of the borrowers



ADT Home Health

• Knoxville, TN

• Special Services Rep

  • Sep 2011 - Apr 2013

  -Acquire new business while building relationships with potential clients -Manage client accounts through entire process -Install product when sold to customer -Provide ongoing service to clients as needed -Acquire new business while building relationships with potential clients -Manage client accounts through entire process -Install product when sold to customer -Provide ongoing service to clients as needed



Ginn Contracting

• Knoxville, Tennessee Area

• Sales Representative

  • Mar 2011 - Aug 2011

  -Acquired new business while building relationships with potential clients -Managed client accounts through entire process -Supervised job sites as needed -Collected payment from clients -Provided ongoing service to clients as needed -Acquired new business while building relationships with potential clients -Managed client accounts through entire process -Supervised job sites as needed -Collected payment from clients -Provided ongoing service to clients as needed



Lowes

• Knoxville, Tennessee Area

• LTL Stocker

  • Feb 2010 - Mar 2011

  -Designed and laid-out product displays -Stocked freight while attending to the needs of the customers -Operated cash register when needed -Operated fork lift -Loaded product for customers -Designed and laid-out product displays -Stocked freight while attending to the needs of the customers -Operated cash register when needed -Operated fork lift -Loaded product for customers



Up in Cumming Magazine

• Cumming, Georgia

• Graphic Design & Sales

  • Jun 2008 - Mar 2009

  -Collaborated on the development of the website by creating the home page and other web graphics -Called new business’ for the purpose of selling advertising space in the magazine -Managed accounts for the purpose of maintaining relationships -Created banner ads for the purpose of selling advertising space on the website -Designed ads for companies -Created logos and gave created services to companies -Received phone calls from clients to resolve issues -Collaborated on the development of the website by creating the home page and other web graphics -Called new business’ for the purpose of selling advertising space in the magazine -Managed accounts for the purpose of maintaining relationships -Created banner ads for the purpose of selling advertising space on the website -Designed ads for companies -Created logos and gave created services to companies -Received phone calls from clients to resolve issues



CMD Group LLC

• United States
• Information Services
• 100 - 200 Employee

• Senior Research Specialist

  • Apr 2005 - Nov 2007

  -Researched construction projects for the private sector in a particular geographical territory for the purpose of generating high quality information -Contacted new and existing clients to acquire data for the Reed Connect database -Collaborated with the sales management team on a consistent basis to surpass quota by 15 percent -Maintained client relationships to obtain project lead information in order to ensure timely and accurate data and to acquire information that directly impacted the marketplace -Trained newly hired employees -Mentored existing employees to become more pro?cient research specialists -Received phone calls from clients to resolve issues Show less