Experience

Personify

• United States
• Software Development
• 200 - 300 Employee

• Product Expert II

  • Nov 2018 - Present

  • Manage a queue averaging 120 to 150 support tickets and bugs. • Identify high priority cases that need a quick turnaround and prioritize them with the appropriate teams. • Oversee the defect process by conducting initial triage, filing the defect, and working with technicians to deploy the fix to the client’s environment. • Engage with a wide range of client environments that utilize various hosting methods, customizations, and third-party integrations. • Review data script fixes with clients before deploying to their environments. Show less



Blackbaud

• United States
• Software Development
• 700 & Above Employee

• Enterprise Solutions Specialist

  • Apr 2016 - Apr 2018

  • Provided support to 1,500 non-profit organizations using Blackbaud’s Luminate Online product. • Assisted an average of 700 clients per quarter via multiple forms of inbound communication. • Opened 400 support tickets per quarter for more complex issues. • Oversaw the customer experience from beginning to end, acting as a hybrid Level 1 and Level 2 agent. • Consistently met or exceeded CSAT goals set forth by the department. • Used Splunk to view server logs when investigating customer issues. • Utilized Jira to file bugs and provide triage information to Engineering. • Participated in optional volunteer events, providing assistance to local non-profits. Show less



Bazaarvoice

• United States
• Software Development
• 700 & Above Employee

• Client Care Specialist

  • Nov 2014 - Feb 2016

  • Triaged highly-technical issues for major brands and retailers, receiving very high client satisfaction scores • Helped clients make changes to their XML data feeds, offering suggestions on optimization if requested • Worked a project to overhaul new hire training process and documentation; resulted a reduction in ramp-up time • Worked a project to overhaul product documentation for my team, conceptualized a consistent look and feel for all pages • Aware of client’s health and technical literacy; went the extra mile for clients needing a higher level of assistance • Maintained a high case load in Salesforce in addition to supporting clients via LiveChat Show less



Apple

• United States
• Computers and Electronics Manufacturing
• 700 & Above Employee

• Developer Program Support

  • May 2014 - Nov 2014

  • Provided administrative support via phone and email to members of Apple Developer Programs• Was a mentor for the on-boarding process, provided my new peers with feedback on their first customer interactions • Recognized as a leader by my team, selected as the point of contact while our manager was not on-site• Selected by management to expedite manual order processing via SAP

• Trainer

  • Jun 2012 - Apr 2014

  • Facilitated training for customers with different learning styles and a wide range of age• Implemented ideas on procedure and scheduling, resulting in higher team utilization, and eventually team growth • Created six-week comprehensive course for customers eager to learn Final Cut Pro X and Compressor• Required to adapt and learn updates to software, often released without any notice or training material• Gained certifications which allowed me to triage issues and perform repairs on all Apple products• Used Mac OS X Server to create website and wiki for better team collaboration Show less

• Sales Specialist

  • Jun 2008 - Jun 2012

  •Used my knowledge of Apple hardware and software to find a perfect solution for the customer• Utilized Photoshop and Keynote to create compelling training presentations• Worked as a mentor, co-facilitating hiring events and core training sessions throughout the Houston market• Recognized as one of the more-knowledgeable team members, often answering technical questions for my peers• Coordinated Visuals-specific training for new hires during on-boarding experience



Texas Tech University

• United States
• Higher Education
• 700 & Above Employee

• Page Designer

  • Aug 2007 - May 2008

  • Selected to be member of Texas Tech University's daily newspaper during freshman year of college • Mastered key concepts of page layout, brand consistency, and typography • Perfected writing and grammar proofing skills • Used InDesign and Photoshop extensively on a daily basis • Used Illustrator to create graphics of the front page • Selected to be member of Texas Tech University's daily newspaper during freshman year of college • Mastered key concepts of page layout, brand consistency, and typography • Perfected writing and grammar proofing skills • Used InDesign and Photoshop extensively on a daily basis • Used Illustrator to create graphics of the front page