Experience

WizeHive

• United States
• Software Development
• 1 - 100 Employee

• Technical Services Lead

  • Nov 2022 - Present



Bowery Valuation

• United States
• Real Estate
• 100 - 200 Employee

• Product Support Analyst

  • Jul 2022 - Sep 2022

  ▪ Comprehensive root cause analysis on software issues including engineering consultations & full solutions/preventative measures for customer education ▪ Identify trends & relay insights to Product and Engineering to advocate for recurring bugs, process improvements, & feature enhancements ▪ Comprehensive root cause analysis on software issues including engineering consultations & full solutions/preventative measures for customer education ▪ Identify trends & relay insights to Product and Engineering to advocate for recurring bugs, process improvements, & feature enhancements



PetDesk

• United States
• Software Development
• 1 - 100 Employee

• Product Support Specialist II

  • Jun 2021 - Jul 2022

  ▪ Lead app review product improvement program; responded to customer responses within SLA, aggregated findings for Product org, resulting in 12% support case reduction▪ Process improvement, resulting in a 90% reduction in billing cases to support▪ Co-owned VOC program with Product & Engineering orgs to solve recurring bugs & feature enhancements▪ Trained 5 new agents on product functionality, in house tools, & client management across contact channels▪ Peer reviewed Product Support JIRA submissions for Engineering Show less

• Product Support Specialist l

  • Jan 2021 - May 2021

  ▪ Quarter over quarter top performer across phone, email, & live chat▪ Authored >30 support articles to guide users on functionality▪ Performed audits across clinic & user accounts to ensure product offerings were consistent across databases ▪ Investigate & troubleshoot issues for customers with PetDesk Dashboard/App



LINQ

• United States
• Wireless Services
• 1 - 100 Employee

• Client Services Specialist

  • Jan 2019 - Jan 2021

  ▪ Quarter over quarter top 10% performer across contact channels ▪ Upskilled to white glove service team to support escalated enterprise accounts ▪ Trained 7 new agents on troubleshooting, workflows, case hygiene, & iOS/Android systems ▪ Order intake, fulfillment, invoice distribution, & payment for 100 clients ▪ Software & hardware troubleshooting for iOS & Android devices ▪ Quarter over quarter top 10% performer across contact channels ▪ Upskilled to white glove service team to support escalated enterprise accounts ▪ Trained 7 new agents on troubleshooting, workflows, case hygiene, & iOS/Android systems ▪ Order intake, fulfillment, invoice distribution, & payment for 100 clients ▪ Software & hardware troubleshooting for iOS & Android devices



Banfield Pet Hospital

• United States
• Veterinary Services
• 700 & Above Employee

• Client Services Coordinator

  • Mar 2014 - Dec 2018

  ▪ Process incoming clients & billing payments across 4 locations ▪ Schedule & coordinate appointments/meetings with clients via phone & email ▪ Provide administrative and clerical support to entire hospital staff of >80 ▪ Trained 10 new coordinators on CRM functionality & pet care best practices ▪ Process incoming clients & billing payments across 4 locations ▪ Schedule & coordinate appointments/meetings with clients via phone & email ▪ Provide administrative and clerical support to entire hospital staff of >80 ▪ Trained 10 new coordinators on CRM functionality & pet care best practices