Experience

Ashby

• United States
• Software Development
• 1 - 100 Employee

• Product Support Specialist

  • May 2022 - Present



ActiveCampaign

• United States
• Software Development
• 500 - 600 Employee

• Product Support Specialist

  • Feb 2021 - May 2022

  Addressed over 100 individual user tickets per week via live chat, Zendesk tickets, and email to resolve issues related to platform functionality, system use, and account access. Remained informed regarding Product & Technical issues to determine appropriate troubleshooting plans for users issues while maintaining composure and patience in the face of difficult situations & applying de-escalation techniques. Maintained communication cadence with users regarding issue progress & provide updated times of resolution until completion of ticket. Delivered support to teammates with best practices & advanced troubleshooting tactics on live chat & Zendesk tickets. Collaborated with Compliance team to ensure adherence to the TOS by moderating user submitted content. Assisted Workforce Management & Onboarding teams with new employee nesting processes by providing training & shadowing. Show less



Rock N Roll Vintage

• Chicago, Illinois, United States

• Shipping and Receiving Manager

  • Apr 2019 - Mar 2020

  Resolved hundreds of customer issues & thousands of questions via email, chat, and phone. Oversaw daily operations of shipping and receiving departments with 50+ incoming and outgoing parcels each day. Created & managed web store listings to increase traffic and drive up monthly revenue by 10%. Maintained shipping & store inventory. Resolved hundreds of customer issues & thousands of questions via email, chat, and phone. Oversaw daily operations of shipping and receiving departments with 50+ incoming and outgoing parcels each day. Created & managed web store listings to increase traffic and drive up monthly revenue by 10%. Maintained shipping & store inventory.



Snapsheet Inc

• United States
• Software Development
• 300 - 400 Employee

• Senior Customer Support Specialist

  • Dec 2016 - Dec 2018

  Personally closed & contributed to the resolution of tens of thousands of insurance claims. Managed daily customer support operations for an industry-leading insure-tech company. Assisted between 80-100 policyholders, partners, and clients daily in ensuring the timely and accurate completion of claims. Researched & developed advanced solutions for customer claims. Educated co-workers on best practices for customer service Personally closed & contributed to the resolution of tens of thousands of insurance claims. Managed daily customer support operations for an industry-leading insure-tech company. Assisted between 80-100 policyholders, partners, and clients daily in ensuring the timely and accurate completion of claims. Researched & developed advanced solutions for customer claims. Educated co-workers on best practices for customer service



Reckless Records

• United States
• Musicians
• 1 - 100 Employee

• Store Manager

  • Jul 2012 - Dec 2016

  Responsible for the training and management of staff. Led day-to-day operations for Chicago’s most well-established record store (approximately $3000 in sales per day). Prepared financial invoices and consignment contracts for both music distributors and the public. Acted as a point of contact for new merchandising and business opportunities. Maintained the research and compilation of sales and trend information for internal databases. Responsible for the training and management of staff. Led day-to-day operations for Chicago’s most well-established record store (approximately $3000 in sales per day). Prepared financial invoices and consignment contracts for both music distributors and the public. Acted as a point of contact for new merchandising and business opportunities. Maintained the research and compilation of sales and trend information for internal databases.



Chicago Cultural Center

• United States
• Museums, Historical Sites, and Zoos

• Marketing Intern

  • Apr 2011 - Nov 2011

  Produced original copy and a well-tailored social media presence for the Office of Tourism. Performed quality assurance site testing as well as UX feedback. Served as a point of contact for local institutions to ensure accuracy of event details. Produced original copy and a well-tailored social media presence for the Office of Tourism. Performed quality assurance site testing as well as UX feedback. Served as a point of contact for local institutions to ensure accuracy of event details.