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Work Background
St. Ann's CathedralParish Facilitator
Aug. 2022Great Falls, Montana, United StatesIn this part-time on-site 501(c)3 administrative position, I lead a team of 4 employees and 10 volunteers to ensure all daily tasks and events are executed promptly and efficiently. I provide phone, email support, and hard copy communications for parish executives as well as maintain digital and hard copy records. My duties also include maintaining historical archives in the parish, creating weekly accurate bank deposits of checks and cash payments, and creating financial reports using MS Excel to provide updated information to parish executives and associates. In this position, I am also in the role of Human Resources Manager and Payroll Specialist with some additional Accounts Receivable duties. I review all state and federal employment forms for accuracy and completion for new hires as well as review time cards for accuracy for current employees when they are due for payroll. All financial processing, bill pay, check printing, and financial reporting is completed through the ParishSOFT Accounting software. In addition, I create an engaging weekly church bulletin to keep parishioners informed of parish and community events as well as provide social media management and content for the St Ann's Cathedral WordPress website with current mass schedules, community events, and changes in staff. Furthermore, I am the event coordinator for St Ann's Cathedral providing direction and support for funerals, weddings, and other sacramental events. And I am a certified Advocate in the Great Falls-Billings Diocese, assisting parishioners seeking annulments with great care, understanding, and confidentiality.
GoRemindersIndependent Customer Service Consultant
Apr. 2019 - Aug. 2021Brooklyn, New York, United StatesIn this part-time remote contract role, I provided customer support via Intercom chat, email, phone, and Zoom meetings to resolve issues with account management, billing, and data management. My other duties included: performing product video demonstrations for prospective clients; upselling plan upgrades to prospective and existing customers (increased appointments, transition from Monthly to Yearly plans, highlight plan add-ons); and, providing performance feedback to management and C-level staff regarding marketing campaigns, products, and plan features. In addition, I created and edited macros in Intercom to inform customers of updated product features, plan costs, and product add-ons available as well as help center articles with multimedia content (photos, videos, and links) to highlight features and services. I also utilized Buffer for social media management, promoting customers’ businesses on Twitter and Facebook to highlight how GoReminders services help their businesses thrive.
Splendid SpoonCustomer Experience Associate
Jan. 2019 - Jun. 2023RemoteIn this full-time remote position, I resolved customer issues regarding shipping, account management, and billing via email, phone, and social media. I provided performance feedback to management and C-level staff on request regarding marketing campaigns, products, and website features. I also assisted with creating and editing customer-facing Help Center and email macros articles in ZenDesk and Kustomer CRM as well as internal documents for staff. In addition, I assisted with training new customer support personnel on various social media platforms in a fun and informative way to maintain the customer base and attract new customers.
EducentsSenior Customer Happiness Manager
Feb. 2018 - Dec. 2018San Francisco Bay AreaPromoted to Senior Customer Manager after 7 months with Educents, my responsibilities included providing administrative support to sellers as well and continuing to provide support to customers. In this new role, I continued to manage refunds to customers via PayPal and Authorize.net; contributed to the Customer Happiness Help Center to improve knowledge base and site use by customers; and, trained lower-level support personnel to provide customer support, account management, process returns, and initiate refunds.
Grove CollaborativeGrove Guide
Sep. 2017 - Sep. 2018San Francisco Bay AreaIn this full-time remote contract role, I provided customer support via email and chat for Grove Collaborative e-commerce website utilizing ZenDesk, Molly, Stitchlab, and Shipstation software to provide quality customer service and product management. My duties included resolving issues with billing, refunds, damages, missing items, shipping delays, and subscription management. In addition, I collaborated with the Chat team as Chat Team Lead to meet customer demands and maintain 100% customer happiness.
EducentsCustomer Happiness Manager
Jul. 2016 - Feb. 2018San Francisco, CaliforniaIn this part-time contract role, I provided customer support for parents and educators on the Educents e-commerce platform via ZenDesk, Zopim, and AirCall. During my time in this role, I increased customer sales by nearly 300% and resolved customer issues with shipping, billing, product replacement, refunds, promotional codes, and account management. Additionally, I created and updated macros in ZenDesk for both Customer Happiness and Seller Support to communicate new information and improvements to the website and service we provided.
AgWorks Software, LLCService Desk Analyst
Nov. 2015 - Jul. 2016Great Falls, Montana, United StatesIn this full-time on-site role, I supported an agricultural SaaS product that provided crop agents and producers with spot-based commodity pricing, comprehensive weather information, and a variety of market news and updates. During my time in this position, I worked closely with developers, product managers, and QA team to facilitate correct coding of user interface for crop insurance policies, claims, and forms. And I ensured optimum processing for clients. My duties included conducting QA analysis and manual testing of various products for accounting, MPCI, claims, and private products; participating in Scrum meetings and sprint planning for future product releases; analyzing and troubleshooting reported software issues; and, testing and forwarding enhancement requests to appropriate teams. In addition, I utilized screen share products like GoToMeeting to document cases appropriately and provide guidance to customers.
UpworkFreelance Customer Support
Sep. 2015 - Aug. 2017RemoteIn this part-time freelance role, I performed project management, customer support, data entry, proofreading, technical document creation, and technical support. I also provided Virtual Assistant support for small businesses throughout the United States.
Blackbaud K12 Solutions GroupCustomer Support Analyst
Jun. 2014 - Sep. 2015Bedford, New HampshireIn June 2014, WhippleHill was acquired by Blackbaud K12 Solutions and my role as Customer Service Representative was transitioned to the role of Customer Support Analyst. All duties of my previous role were transferred to my new role as Customer Support Analyst with the additional responsibilities below added:
• Prioritized appropriately and took ownership of ongoing customer action plans working towards an ultimate and timely resolution for nonprofit customers
• Collaborated within the team to promote excellence in customer support, share ideas and knowledge, and contributed to the success of Blackbaud as a global organization
• Created and updated knowledge base articles, ensuring they were engaging and user-friendly, providing best tips and practices for company's academic software products (i.e. onCampus, onBoard, onRecord, onMessage, and Core).
WhippleHillCustomer Service Representative
Jul. 2013 - Jun. 2014Bedford, NHIn this full-time hybrid role (remote work allowed during severe inclement weather), I provided customer support for the WhippleHill educational SaaS platform consisting of 8 products, specifically created for private schools throughout the United States and the US- Caribbean territories. My daily duties consisted of communicating with our customers by phone and email to provide support regarding data entry, scheduling, billing, content creation, documentation uploads, and calendar management.
To fully support our elite customer base, I used NetSuite and Zendesk CRM software to document customer issues and resolutions. Tickets not routine in nature were escalated to IT management, products leads, and product managers for further resolution. New practices and procedures were documented in the Zendesk Knowledge Base and Salesforce to aid customers and team members with future troubleshooting and resolutions. I personally contributed over 100 articles over the course of 1 year.
ADPPayroll Services Rep I
Jan. 2013 - Jun. 2013Salem, NHIn this full-time on-site role, my client base consisted of small to mid-complex corporation clients, providing on-going resolution and product support while processing accurate payroll processing for my client base and ensuring all clients used appropriate processing procedures and compliance regulations. My duties included data input of new hires, terminations, and maintenance for complete accurate client payroll. Audit payroll input and system generated output reports. I also had to contact clients regarding status of all WSEs (work site employees) not being paid on a payroll; maintained client processing schedules for accuracy and timely payroll processing especially during holiday weeks. When necessary, I communicated any changes for clients regarding HR, Benefits, WGPS (Wage & Garnishment Services) and 401K; client special instruction manuals, client files and imaging needs; and verified I-9 forms. Training consisted of understanding tax concepts (taxable wages, taxes and pretax deductions); understanding of Garnishment and deduction concepts; and, knowledge of TotalSource e-products.
Fidelity InvestmentsDefined Benefits Rep II
Apr. 2012 - Jan. 2013Merrimack, NHPromoted to Defined Benefits Rep II within 8 months, I completed Pension Specialist II training and continued Health & Welfare Training to assist with Annual Enrollment period every Fall. My duties included screening customer phone calls to provide information desired according to privacy rules and plan guidelines; validating customer information over the phone to decrease incidences of misrouted mail; process various types of financial transactions, calculations, meeting timeliness and accuracy standards; and, interpret plan rules to ensure compliance with plan document as well as analyze transactions to ensure proper quality standards as required by each specific business unit. In addition, I received faxed and scanned documents from participants and uploaded documents on various accounts to further claims and financial processing; resolved customer service inquiries which could include: benefit and eligibility information, billing and payment issues, customer material requests, physician search, explanation of benefits (EOB); contacted participants to explain or resolve participant/client related issues; served as the Subject Matter Expert (SME) on assigned clients; and, performed independently with minimal supervision, setting priorities and deadlines to meet team and customer needs.
Veritude, Fidelity InvestmentsCustomer Service Representative
Aug. 2011 - Apr. 2012Merrimack, NHIn this full-time on-site customer service role, I completed Health & Welfare Training and ongoing education using medical terminology and assisted customers with account balances, billing activity, online log-on, passwords reset, website navigation and other functionality or troubleshooting. My duties included screening phone calls to determine the nature of requests and providing information desired according to privacy rules and plan guidelines; validating and updating customer information over the phone to decrease incidences of misrouted mail; and, effectively navigating internal resources to arrive at the right solution for the client e.g. computer systems, online resources, and business partner relationships.
United Health GroupCustomer Care Professional
Feb. 2011 - May. 2011Nashua, NHIn this full-time on-site customer service position, I responded to complex customer calls using medical terminology; provided patients, their families and authorized third parties with courteous professional customer service and information to help them gain a better understanding of plan requirements, benefits and financial responsibilities; and, resolved customer service inquiries which could include: benefit and eligibility information, billing and payment issues, customer material requests, physician assignments, authorization for treatment, explanation of benefits (EOB), fax/receive claim documents. In addition, I conducted MS PowerPoint presentations for team members to highlight customer support efforts and suggest customer service improvements.
State of Florida Department of Corrections Probation and ParoleSenior Clerk
Jul. 2006 - May. 2010Key West, FLPromoted to Senior Clerk after 7 months, my job duties included all previous responsibilities performed as a Word Processer Systems Operator and the following in addition: • enhanced operational performance by diligently transcribing or creating correspondence and special reports, reviewing and proofreading documents for accuracy
• collaborating with staff, management and outside individuals to facilitate and monitor case development
• representing the 16-0 Felony Probation & Parole office in the Monroe County Courthouse to direct defendants on how to report to the probation office and complete their probation sentences
State of FloridaWord Processor Systems Operator
Dec. 2005 - Jul. 2006Key West, FLIn this full-time on-site administrative role, I managed the daily office operations for a staff of 14 full-time employees. My responsibilities included providing quality customer service to all members of the community including felons, law enforcement members, and legal personnel; efficiently managing incoming phone communications; and, strategically dispatching service calls to maximize the use of time and resources. During my time in this role, I actively collaborated with the senior management team in driving projects, administrative operations and scheduling to meet critical timelines, specifications and revenue goals. And I conducted detailed data entry, internet research, and document maintenance as well updating case information regarding case development to include fax, scanning and uploading documents. This position also included actively supporting the Probation and Parole 16-1 office located in Marathon, Florida during short-staffed days.
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