Experience

Apiture

• United States
• Financial Services
• 100 - 200 Employee

• Customer Support Representative

  • May 2022 - Present

  Wilmington, North Carolina, United States The Customer Support Representative is directly responsible for the support for financial institutions utilizing the Apiture software that takes advantage of our products. The CSR will be made aware of issues through calls and will be responsible for diagnosing production-level issues, spotting trends, and working with internal staff and vendors to get resolutions for the financial institution. Responsible for creating help desk tickets for all issues, documenting all details of the issue, and… Show more The Customer Support Representative is directly responsible for the support for financial institutions utilizing the Apiture software that takes advantage of our products. The CSR will be made aware of issues through calls and will be responsible for diagnosing production-level issues, spotting trends, and working with internal staff and vendors to get resolutions for the financial institution. Responsible for creating help desk tickets for all issues, documenting all details of the issue, and how the resolution was reached. Work with the Support, Product, QA, and Development teams to ensure larger, underlying issues are addressed efficiently corresponding to their priority level. Work with the Product team to help inform future enhancements—conveying what customers have said would improve the product, as well as an idea of priority for these enhancements.

• Command Center Representitive

  • Jun 2019 - May 2022

  Wilmington, North Carolina, United States • Monitor alerting tools (Salesforce, and designated internal messaging channels) and effectively solving technical and non-technical issues with financial institutions and their customers. • Acting as a specialist advising customers on matters that ensured success by using Apiture software through all available support channels. • Provide support that meets Apiture customer service standards, taking after-hour support calls, emails, and chat sessions finding solutions for financial… Show more • Monitor alerting tools (Salesforce, and designated internal messaging channels) and effectively solving technical and non-technical issues with financial institutions and their customers. • Acting as a specialist advising customers on matters that ensured success by using Apiture software through all available support channels. • Provide support that meets Apiture customer service standards, taking after-hour support calls, emails, and chat sessions finding solutions for financial institutions and their customers. • Document enhancement requests and software defects for development team. • Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. • Managed over 50 customer calls per night with varying levels of severity.



O2 Fitness Clubs

• United States
• Health, Wellness & Fitness
• 200 - 300 Employee

• Fitness Director

  • Aug 2014 - May 2020

  Wilmington, North Carolina • Partnered with key management personnel to restructure and streamline the existing O2 Fitness Program Design Session method, adding value to our products and increasing sales revenues from 45k to exceeding 90k monthly. • Developed and educated staff achieving revenue objectives by continuous client renewal, and generation of new business. • Provided exceptional service and knowledge, reshaping the client's self-sufficiency and confidence. • Conducted on-site seminars and workshops to… Show more • Partnered with key management personnel to restructure and streamline the existing O2 Fitness Program Design Session method, adding value to our products and increasing sales revenues from 45k to exceeding 90k monthly. • Developed and educated staff achieving revenue objectives by continuous client renewal, and generation of new business. • Provided exceptional service and knowledge, reshaping the client's self-sufficiency and confidence. • Conducted on-site seminars and workshops to generate interest in new club activities. • Fostered positive working environment for all employees by encouraging staff members to voice opinions and concerns without fear of reprisal. Show less



UNCW

• Assistant Coach

  • Aug 2011 - May 2016

  Wilmington, North Carolina, United States • Worked one on one with athletes to assist in training regimens designed to meet their physical potential. • Maintained consistent documentation of individual athletes’ performances and goals. • Enforced reasonable expectations for team conduct on trips and during meets to build a positive image for the organization and team alike. • Coached individual participants in skills necessary for excellent achievement in target sports. • Pushed athletes through rigorous training drills… Show more • Worked one on one with athletes to assist in training regimens designed to meet their physical potential. • Maintained consistent documentation of individual athletes’ performances and goals. • Enforced reasonable expectations for team conduct on trips and during meets to build a positive image for the organization and team alike. • Coached individual participants in skills necessary for excellent achievement in target sports. • Pushed athletes through rigorous training drills following practice schedule, enforcing appropriate exertion levels. Show less



United States Marine Corps

• United States
• Armed Forces
• 700 & Above Employee

• Howitzer Section Chief

  • Nov 2005 - Nov 2009

  Twentynine Palms, CA • Supervised training and proficiency of Marines in section, operational readiness of equipment, and safe firing of howitzer. • Served as liaison between junior Marines and Commanding Officer to ensure the welfare of enlisted personnel and make officers aware of potential situations that could affect mission preparedness. • Coordinated integration of company weapons systems into those of adjacent platoons. • Synthesized key information from numerous sources to reach informed… Show more • Supervised training and proficiency of Marines in section, operational readiness of equipment, and safe firing of howitzer. • Served as liaison between junior Marines and Commanding Officer to ensure the welfare of enlisted personnel and make officers aware of potential situations that could affect mission preparedness. • Coordinated integration of company weapons systems into those of adjacent platoons. • Synthesized key information from numerous sources to reach informed conclusions about the intentions of intelligence targets. • Oversaw field planning and coordination in full compliance with established command structures and detailed combat orders. • Efficiently oriented and fired weaponry to smoothly eliminate enemy positions, vessels and personnel. • Resolved conflicts and negotiated mutually beneficial agreements between parties. • Supervised more than $5 million in high-value equipment, maintaining zero loss record over 3 years. Show less