Experience

100GROUP

• United States
• Financial Services
• 1 - 100 Employee

• Senior Technical Support Specialist

  • Aug 2020 - Present



Full Slate

• United States
• Software Development
• 1 - 100 Employee

• Senior Finance/Billing Specialist

  • Sep 2017 - Jul 2019

  • Managed a portfolio of thousands of client accounts, including Fortune 500 companies, serving as sole point of contact for billing and refunds while effectively working remote• Tailored offerings to individual customer specifications and upsold Full Slate’s appointment scheduling software• Identified and resolved 150 delinquent accounts per month, resulting in annual total savings of over $50,000• Entrusted to independently compile monthly internal invoicing reports and deliver them directly to the parent company’s accounts receivable department • Advised team members on billing procedures and served as final policy maker and arbiter on billing disputes Show less

• Technical Support/Customer Service Representative

  • Feb 2015 - Sep 2017

  • Delivered direct client support for the Software-as-a-Service (SaaS) platform, troubleshooting and resolving a range of issues, such as web design and account setup, across various devices and operating systems • Oversaw and prioritized multiple incoming requests simultaneously via the company ticketing system, clearing 600 tickets monthly while reporting outages and bugs directly to web developers in JIRA• Communicated directly with client business owners using the platform, leveraging technical skills like SQL commands and QuickBooks integration to accurately diagnose their needs and provide effective solutions• Collaborated with product creators within a startup environment, then maintained the product and onboarded new colleagues during a company acquisition to ensure seamless transition and prevent account disruptions Show less



University of Florida

• United States
• Higher Education
• 700 & Above Employee

• Supervisor

  • Jul 2014 - Feb 2015

  • Supervised 10 employees per shift to manage workflow, deliver consistent quality and handle escalated technical issues • Enforced compliance with Florida state laws, university regulations, and internal policies and procedures through the submission of work reports and other disciplinary actions • Supported steady operations through staff communications, schedule management and outage mitigation

• Technical Coordinator

  • Aug 2013 - Feb 2015

  • Served as a liaison to senior IT departments to promote workflow and interdepartmental efficiency• Processed various technical troubleshooting issues, including connectivity, software configuration and learning management systems, and commended for quick resolution of complex requests

• Technical Consultant

  • Feb 2013 - Feb 2015

  • Responded to security flaws, legal violations, and outage reports to prevent damage to university systems• Evaluated and treated basic to advanced technical issues on personal devices through hands-on interaction • Assisted in a university-wide transition to a new cloud-based mailbox by instructing users on configuration and handling system adoption issues