Experience

DealerIT Group

• Administrative Coordinator

  • Jun 2018 - Present



Web.com

• Jacksonville, Florida Area

• Fraud and Abuse Specialist

  • Nov 2014 - Present

  · Work with individual agents using side-by-side monitoring and other methods to ensure customer services are within Acceptable Use Policy · Maintain and exceed client and customer needs. · Monitor internal tools for trends regarding email security · Maintain a consistent presence in the team area while supporting agents with calls and/or issues. · Assist in the creation and maintenance of an environment that promotes recognition and support for Fraud and Abuse · Develop recommendations for customer strategic security programs. · Manage customer feedback measurement and complaint escalation process. · Conduct special projects as required and perform other related duties as assigned.



Network Solutions/Web.com

• Jacksonville, Florida Area

• Ecommerce Tech Support

  • Oct 2013 - Oct 2014

  · Assisted clients with accessing online tools. · Explain products and services within the ecommerce control panel. · Assisted with set up and support for design and products · Assisted with SEO suggestions and placement within the Ecommerce Control Panel. · Escalated system issues by creating Service Requests and Jira internal ticketing system · Answered Service Requests and responded to customer with resolutions. · Assisted clients with accessing online tools. · Explain products and services within the ecommerce control panel. · Assisted with set up and support for design and products · Assisted with SEO suggestions and placement within the Ecommerce Control Panel. · Escalated system issues by creating Service Requests and Jira internal ticketing system · Answered Service Requests and responded to customer with resolutions.



Web.com

• Jacksonville, Florida Area

• Tech Support Specialist

  • Oct 2011 - Sep 2013

  · Assisted clients with accessing online tools. · Create training material for new products such as Facebook and Twitter for product support. · Escalate system issues to correct departments. · Instruct clients how to use online tools. · Responsible for various troubleshooting such as: email, domain name issues, Matrix, Trillex, FTP and mobile websites. · Assisted with the setup of Outlook and other third party email clients through mobile devices, MACs, and MS. · Created and disabled Facebook accounts explain product and assist customer. · Managed and tested new Twitter Web.com product to ensure test out technical issues prior to product launch. · Designated for special projects from Supervisors to create a solution to a technical issue. · Troubleshoot online store issues regarding set up, item add-on, item delete and attribute set up. · Troubleshoot and resolved email marketing issues with the platform. · Assisted clients with internal business software and application. · Assisted internal customer with creation of Jira tickets to ensure timely resolution.