Customer Success Associate

• Apr 2023 - Present

Senior Compliance Specialist

• Nov 2015 - Jun 2023

As a Compliance Specialist, I stayed up to date on all CTIA and TCPA regulations regarding the Telecom industry. Additional duties include: - Performing internal audit, removing prohibited content and accounts, for the safety of the platform and to ensure the software was never shut down. - Reviewed customer compliance reviews/upload requests and approved or disapproved, based on CTIA regulations. - Helped customers implement a compliant opt-in mechanism to ensure their business, along with ours, was protected from potential spam complaints that could have led to open law-suits. - Updated team on new CTIA regulations or changes. Show less

Customer Support Specialist

• Nov 2015 - Jun 2023

As a General Customer Service Rep, I provided basic support on the SaaS products post sale. Duties include:-Ownership of customer issues and seeing them through to a resolution.-Processing payments, invoicing, and account administrative work, resolving payment failures and disputes.-Escalating unresolved issues to the appropriate teams (Development, Compliance, etc.)-Engage with customers to gain feedback and based on UX experience.- Handled high amounts of calls, chats, and emails. Multi-tasking between all 3 as necessary. Show less

Sr Support Specialist

• Nov 2015 - Apr 2022

As a Sr. Support Specialist, I provide a deeper level of support by managing and overseeing complex customer situations, and helping alongside my team. Additional duties include: - Providing timely and accurate updates/assistance to customers.-Supporting a variety of businesses across the US and CA, valued up to 1.8MM annual contract value, along with your SMBs.- Handling high volumes of calls, inbound chats, and emails. - Providing post-sales support by answering questions regarding their set-up, and certain features that best fit their use case; confirming their goals; assisting with problem resolution and escalations.- Troubleshoot complex customer situations, such as detecting bugs within the system, troubleshooting message delivery, and escalating situations to our upstream providers as needed. - Creating out of the box solutions and workarounds for customer needs related to a specific set-up. - Creating invoices for monthly, or manually billed customers. Adjust plans appropriately. Handled customer refunds, and disputed charges as required. -Renewing annual and bi-annual contracts on a regular basis.- Audit customer accounts, and content to ensure the safety of the platform. - Mastered the art of verbal, non-verbal and written communication, both internally and externally. For example, demonstrating sense of urgency, delivering bad news, calm under pressure, portraying sense of ownership.- Perform "health checks" by actively reaching out to customers to drive product usage, customer satisfaction and educate on possible missed opportunities. - Being the voice of the customer and providing internal feedback to the appropriate teams on how we can better serve them.- Maintaining a deep understanding of the product in order to speak with customers about the most relevant features/functionality and resources to meet their goals. Show less