Experience

eOriginal

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Software Support Engineer

  • Jun 2018 - Present

  As a member of the Customer Services team, the Software Support Engineer assists clients, partners, and internal teams by analyzing, designing and building resolutions on a case by case basis for the eOriginal SaaS product across environments. The Software Support Engineer serves as a subject matter expert on the eOriginal SaaS product and its’ implementations. This is a direct interaction, customer-facing role spanning break/fix cases to consultative services. Qualifications• Bachelor’s degree in Computer Science or related discipline and/or equivalent experience. Fin-Tech industry experience preferred. • Development experience using web services, XML, SQL, and Java or other object-oriented language. • Strong understanding of N-Tiered architecture and relational database concepts. • Strong interpersonal skills to work effectively in a high-paced team environment. • Demonstrated strong written and verbal communication skills. • Demonstrated analytical and troubleshooting skills. • Demonstrated ability to plan and organize work processes, manage priorities and meet commitments and deadlines; multi-task and manage time well. • Ability to easily comprehend and troubleshoot new and complex business and technical concepts. • Takes independent action to achieve goals; is self-directed and driving, but cooperates with others to share information, resolve issues and achieve goals. • Effectively uses information technology; demonstrates a passion for learning new technical skills and business workflows.



University of Baltimore

• United States
• Higher Education
• 500 - 600 Employee

• IT Media Specialist

  • Jul 2016 - Jun 2018

  - Service client call center requests- Hardware checkout management and maintenance- Over the phone troubleshooting- Incident report management - Service client call center requests- Hardware checkout management and maintenance- Over the phone troubleshooting- Incident report management



Maryland Department of Human Resources

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• Team Lead

  • Dec 2015 - Feb 2016

  - Team support and management, assisting the project team in whatever capacity that ensures the service level agreements are met- Conflict resolution, assisting the project team in identifying the concerns and resolving them to properly service irate customers, effectively improving the customer’s experience - Multi-tasking in a fast-paced environment, completing reports for management while serving as knowledgebase for the project team - Team support and management, assisting the project team in whatever capacity that ensures the service level agreements are met- Conflict resolution, assisting the project team in identifying the concerns and resolving them to properly service irate customers, effectively improving the customer’s experience - Multi-tasking in a fast-paced environment, completing reports for management while serving as knowledgebase for the project team



MAXIMUS

• Australia
• Advertising Services
• 1 - 100 Employee

• Team Lead

  • Oct 2014 - Oct 2015

  •Coordinate unit call center operations and activities•Monitor performance and provide feedback and coaching of staff to improve performance (perform quality coaching evaluations)•Manage inbound and outbound calls that are routine in nature, answer inquiries by clarifying information; researching, locating, and providing relevant information•Follow procedures and scripts, using fundamental knowledge to navigate information systems and/or CRM system(s)•Assist team members in maintaining and collecting sensitive case documents to ensure service level standards are met, or exceeded; and monitor the training and process needs of staff to support customer needs•Work with Call Center Supervisor to schedule and organize personnel to effectively monitor call center coverage and production meets or exceeds quality standards•Meet Quality Assurance, production requirements, and other key performance metrics •Support and enforce call center expectations as well as departmental and corporate policies and procedures•Be proficient in all activities and job functions of Administrator I and II and be able to handle any issues that arise from either group•May assist in the processes required for medical case file creation; including but not limited to data entry and records management, orphan and return mail, replying to emails•Listen attentively to customer needs and concerns; demonstrate empathy•Track and escalate case issues, as needed.•Performs other duties as may be assigned by management

• Liaison

  • May 2014 - Sep 2014

  - Monitor performance and provide feedback and coaching of staff to improve performance- Follow procedures and scripts, using fundamental knowledge to navigate information systems - Assist team members in maintaining and collecting sensitive case documents to ensure service level standards are met, or exceeded to effectively service consumers; and monitor the training and process needs of staff to support customer needs - Participate in client meetings for improving the customer service experience while remaining effective, working to solve issues the project is facing- Appointed State Liaison, after successfully navigating the project’s first major open enrollment with great efficiency

• Team Lead

  • Feb 2014 - Apr 2014

  •Coordinate unit call center operations and activities•Monitor performance and provide feedback and coaching of staff to improve performance (perform quality coaching evaluations)•Manage inbound and outbound calls that are routine in nature, answer inquiries by clarifying information; researching, locating, and providing relevant information•Follow procedures and scripts, using fundamental knowledge to navigate information systems and/or CRM system(s)•Assist team members in maintaining and collecting sensitive case documents to ensure service level standards are met, or exceeded; and monitor the training and process needs of staff to support customer needs•Work with Call Center Supervisor to schedule and organize personnel to effectively monitor call center coverage and production meets or exceeds quality standards•Meet Quality Assurance, production requirements, and other key performance metrics •Support and enforce call center expectations as well as departmental and corporate policies and procedures•Be proficient in all activities and job functions of Administrator I and II and be able to handle any issues that arise from either group•May assist in the processes required for medical case file creation; including but not limited to data entry and records management, orphan and return mail, replying to emails•Listen attentively to customer needs and concerns; demonstrate empathy•Track and escalate case issues, as needed.•Performs other duties as may be assigned by management

• Customer Service Representative

  • Jan 2014 - Feb 2014

  •Responds to MHBE Call Center inquiries and complaints received by telephone and web portal using applicable reference materials to answer inquiries and resolve complaints•Retrieve, review, verify, collect, record or update customer contact information and data through the CRM•Educate callers about the Affordable Care Act, MHBE Call Center eligibility screening, application, inquiry, complaints, claims, exemptions, appeals, and enrollment procedures, and provide information on initial eligibility determinations•Provide technical assistance and direct callers through web portal plan comparison•Provide information and assist with comparison shopping and other self-service tools as appropriate•Refer consumers to brokers or navigators or other consumer support resources as appropriate; Assist brokers and navigators with inquiries and eligibility and enrollment issues•Record all inquiry and complaint resolution information in the CRM•Maintain up-to-date knowledge of all program information, policies, and procedures•Remain courteous, helpful, and sensitive to consumer needs at all times and maintain consumer confidentiality•Performs other duties that may assigned by management



GameStop

• United States
• Retail
• 700 & Above Employee

• Assistant Store Manager

  • Oct 2011 - Nov 2013

  - Ranked number one salesman per both sales numbers and customer service feedback - The companies number one store in sales and customer service for 2012 - Energetic and enthusiastic in person assistance in a fast-paced environment - Multi-tasking abilities, balancing between shipment and store, as well as product and record maintenance - Managed both marketing and promotion for the store, establishing mutually beneficial partnerships with local businesses - Ranked number one salesman per both sales numbers and customer service feedback - The companies number one store in sales and customer service for 2012 - Energetic and enthusiastic in person assistance in a fast-paced environment - Multi-tasking abilities, balancing between shipment and store, as well as product and record maintenance - Managed both marketing and promotion for the store, establishing mutually beneficial partnerships with local businesses