Experience

SPS Commerce - Data Masons Software
• United States
• Software Development
• 1 - 100 Employee
• Customer Support Analyst

  • May 2022 - Present


Pearson

• United Kingdom
• Education
• 700 & Above Employee

• Senior End User Technician

  • Aug 2017 - Apr 2022

  • Works closely with customer and corporate SMEs to conduct needs analysis, document front-end technical specifications, and provide delivery estimates for the implementation of features. • Aides in the development of solutions that support consistent visual, accessibility, and data privacy standards and use cases across multiple applications. • Converts customer mockups to quality web pages for proprietary software and platforms. • Develops and maintain effective working relationships with mostly virtual colleagues and customers. • Performs testing and quality analysis for presentation layer defects before deploying to production. • End User Accessibility maintenance in propriety platforms. Show less



Connections Academy

• E-Learning Providers
• 700 & Above Employee

• Enrollment Advisor Team Lead

  • Mar 2015 - Aug 2017

  • Supported the functions of the Enrollment Department by running daily and weekly data reports, mentoring and coaching Advisors, and helping prospective families navigate through the enrollment process.• Specialized in assigned state’s enrollment processes, as well as all states included in team.• Assisted Enrollment Supervisors in onboarding and training new employees.• Mentored new staff, served as first point of contact for Advisors who had questions or issues that arise while working with prospective families. • Communicated with parents that have complaints regarding enrollment. Handled escalated calls and provided resolution for displeased customers.• Provided Spanish enrollment assistance for families with limited English proficiency throughout enrollment process. • Served on Technology Committee. Show less

• Customer Care Representative Tier III

  • Aug 2011 - Mar 2015

  • Assisted Caretakers with concerns regarding their student’s enrollment process.• Provided troubleshooting help with any login issues for caretaker and student accounts.• Resolved any call escalations for Tier I & Tier II agents.• Provided assistance to Tier I & Tier II agents when the script was not clear or up to date.• Responded to all Spanish speaking voicemails as well as any inquiries made by Spanish speaking Caretakers.



Army National Guard

• United States
• Armed Forces
• 700 & Above Employee

• Combat Engineer/ Detainee Operations Specialist (Private First Class)

  • Jul 2005 - May 2013

  • Detonated explosives as part of field training. • Guarded and transported detainees; while on deployment and enforced rules for behavior. • Administered disciplinary actions as necessary. • Performed administrative duties including filing paperwork and obtaining signatures on official documents. • Taught class on standard operating procedures for hospitalizing detainees. • Assisted in researching information on the effects of alcohol for dissemination to soldiers deploying home. • Detonated explosives as part of field training. • Guarded and transported detainees; while on deployment and enforced rules for behavior. • Administered disciplinary actions as necessary. • Performed administrative duties including filing paperwork and obtaining signatures on official documents. • Taught class on standard operating procedures for hospitalizing detainees. • Assisted in researching information on the effects of alcohol for dissemination to soldiers deploying home.