Experience

SonicCloud

• United States
• Software Development
• 1 - 100 Employee

• Lead Customer Success Agent

  • May 2021 - Present

  As Customer Success Agent (CSA), I act as the first point of contact for all company communications. This includes sales (enterprise), individual customers, and technical inquiries. I also provide mid-level troubleshooting and tech support to both individual customers as well as enterprise clients. Zendesk Knowledge Base was created and has been maintained by myself. With Zendesk Support and Zendesk Chat, I properly route all tickets and chat requests to the appropriate channels. Following up and nurturing relationships with both enterprise clients and individual users are high priorities of mine and are treated with care and attention to detail. Show less



Hancock Software, Inc.

• United States
• Software Development
• 1 - 100 Employee

• Customer Service Support Specialist

  • Jan 2017 - Apr 2021

  I work with end-users of the software via phone calls, email, webchat, and screen shares. Daily work tasks include working in Assembla, Zendesk, RingCentral, and more. I also help to develop user guides, videos, training calls, and articles on how to use the software and its features. I work with end-users of the software via phone calls, email, webchat, and screen shares. Daily work tasks include working in Assembla, Zendesk, RingCentral, and more. I also help to develop user guides, videos, training calls, and articles on how to use the software and its features.



Pure Romance by Samantha K

• Sales And Marketing Representative

  • Mar 2010 - Jan 2017

  During my time with the company, I built a team and was successful in personal sales. I achieved a personal sales goal of $75,000 in one year and a combined team sales of $150,000 that year. Our mission and focus were Women's Health and Sexual Awareness, teambuilding and sales. The areas that I excelled in the most was customer satisfaction, building long-lasting customer relationships and product knowledge. I made sure clients knew how to properly use everything they purchased as well as making sure they felt comfortable in reaching out with any questions or concerns. I still maintain relationships with many of my previous clients to this day. Show less


US Navy
• United States
• Armed Forces
• 700 & Above Employee
• AD3

  • May 2007 - Apr 2012