Experience

PracticePanther

• Software Development
• 1 - 100 Employee

• Customer Support Specialist

  • Oct 2021 - Present

  • Leverage strong interpersonal and communication skills to deliver exceptional primary support to both internal and external customers. • Identify, troubleshoot, and resolve product and service issues to drive sales and retention. • Educate customers on the value and benefits of company products. • Adapt to quickly changing priorities while handling a large quantity of customer interactions each day; maintain a strong commitment to customer satisfaction. • Ensure timely issue resolution by communicating issues and requests to the development team. • Demonstrate strong knowledge of industry-leading cloud support systems, such as Intercom, Salesforce, JIRA/GitHub, and more. • Demonstrate a strong ability to execute sound and effective decisions in complex environments. • Drive continuous improvement by identifying process inefficiencies and implementing solutions. • Navigate complex and escalated conversations with professionalism and expertise. • Utilize active listening skills to fully understand customer needs and provide relevant solutions. Show less



HTC inc. (Horry Telephone Cooperative)

• United States
• Telecommunications
• 100 - 200 Employee

• Technical Support Team Lead

  • Dec 2017 - Oct 2021

  • Played an integral role in developing a positive and collaborative work environment through relationship building, resulting in the achievement of personal and departmental goals. • Promoted operational excellence by training and coaching call center staff on customer service issue resolution and effectively handling escalated calls. • Developed and implemented training and support materials for all lines of business and acted as a mentor to provide oversight, coaching, and training to technical support staff. • Analyzed call center data and prepared reports for upper management, including recommending strategies to increase productivity and customer satisfaction. • Wrote original canned messages to be included in the new online customer service chat. • Worked flexible and on-call hours to provide ample support to team members. Show less



HTC inc. (Horry Telephone Cooperative)

• United States
• Telecommunications
• 100 - 200 Employee

• Technical Support I

  • Dec 2014 - Jan 2017