Experience

ClassBug

• United States
• Software Development
• 1 - 100 Employee

• Software Support Representative

  • Mar 2020 - Present

  - Updated software FAQ and released notes to the software using HTML and CSS. This included creating “How to” videos and displaying them on the software FAQ. - Tested new software updates to ensure they ran as designed and were stable, improving smooth releases - Resolved 20-30 customer service calls or emails per shift and ensured customer satisfaction in a timely manner that increased customer retention. - Onboarded new customers with demo presentations, software training and creating a software use manual to increase revenue and customer engagement. Show less



The Ritz-Carlton Hotel Company, L.L.C.

• United States
• Hospitality
• 700 & Above Employee

• Guest Relations Specialist

  • Apr 2018 - Sep 2019

  - Conducted training sessions on new software platforms and data migration between new/old softwares. - Resolved and troubleshooted any IT issues in the front and back of the house. - Input, shared, cleaned up existing data to deliver to appropriate departments to increase customer satisfaction and raise our customer experience scores/ratings. - Monitored special attention, high paying, repeat, VIPs to provide recognition or arrange amenities accordingly. - Conducted training sessions on new software platforms and data migration between new/old softwares. - Resolved and troubleshooted any IT issues in the front and back of the house. - Input, shared, cleaned up existing data to deliver to appropriate departments to increase customer satisfaction and raise our customer experience scores/ratings. - Monitored special attention, high paying, repeat, VIPs to provide recognition or arrange amenities accordingly.



Prime Comuncations

• United States
• Hospitals and Health Care

• Subcontracted Comcast Technician

  • Jun 2017 - Apr 2018

  - Listened to the customer's trouble call to analyze and diagnose each job before beginning repairs to their service - Performed 6-7 installations and service changes, ensuring applicable codes, requirements, guidelines, company procedures in order to provide an outstanding customer experience. - Developed and strategized new troubleshooting techniques based on certain trouble calls, that helped decrease time of completion, and was able to complete 1-3 more calls per shift. - Listened to the customer's trouble call to analyze and diagnose each job before beginning repairs to their service - Performed 6-7 installations and service changes, ensuring applicable codes, requirements, guidelines, company procedures in order to provide an outstanding customer experience. - Developed and strategized new troubleshooting techniques based on certain trouble calls, that helped decrease time of completion, and was able to complete 1-3 more calls per shift.



The Curtis Hotel

• United States
• Hospitality
• 1 - 100 Employee

• Bellman Supervisor/ Bell Captain

  • Aug 2014 - Apr 2018

• Bellman

  • Jan 2012 - Aug 2014

• Reservations Agent/ PBX

  • Aug 2010 - Dec 2011