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Work Background
XometryCustomer Support Specialist
Oct. 2024 - May. 2025Lexington, Kentucky, United States• Served the customers and partners through effective communication, troubleshooting, proactive
learning, deepening relationships, and advocacy over the phone, chats and emails while researching and resolving issues and inquiries quickly and accurately.
• Maintained the support queue, monitored ticket levels, cleaned up tickets, and getting the appropriate information from customers to appropriately respond to the customer's inquiries.
• Organized and communicated customer feedback to the appropriate internal team customers.
• Maintained high service level standards by meeting or exceeding all service level metrics including but not limited to contact center metrics, NPS scores, quality assurance score and adherence to schedule.
hydra BrandsCustomer Service Specialist
Oct. 2022 - Apr. 2024Lexington, Kentucky, United States• Facilitated setup and maintenance of key accounts, composed updated standard operating procedures for order processing.
• Trained new sales associates and assisted in coaching associates.
• Took on additional marketing tasks, including advertising graphic creation, photography, email marketing, working with vendors
and clients for specific design requests and creating marketing assets such as postcards, greeting cards and infographics.
• Provided customer service for both retail and wholesale channels via multiple communication channels.
• Built and maintained customer relationships, managed customer service issues.
• Processed and managed wholesale orders, including order corrections.
• Maintained CRM (Customer Resource Management) database for accounts, leads, and contacts.
• Maintained communications between sales, fulfillment, and accounting for order issue resolution.
UnumCustomer Benefit Advisor I
Feb. 2022 - Aug. 2022• Assisted customers by providing information and rationale regarding short-term and long-term disability claims.
• Provided accurate disposition and documentation of incoming calls, escalated issues to proper business partners, and
scheduled callbacks when needed.
ConduentTechnical Support Specialist
Jun. 2019 - Feb. 2022Lexington, Kentucky, United States• Technical support over chat for electronic devices. Proficient in devices operating MacOS, iOS, Android, and Windows.
• Provided one-on-one troubleshooting and education with customers on how to diagnose issues and use their devices.
• Set appointments for service and referrals, when necessary, while providing exemplary customer service.
Zurich North AmericaCustomer Care Professional
Jun. 2012 - Apr. 2016Colorado Springs, Colorado, United States• Handled customer inquiries and claims intake.
• Trained associates in claims intake for workers compensation, general liability and auto.
• Position required strict adherence to company quality guidelines and customer care protocols and critical thinking skills.
T-MobileTechnical Support Specialist
Nov. 2010 - Sep. 2011Colorado Springs, Colorado, United States• Utilized multiple system tools and research to troubleshoot and resolve device issues.
• Interacted with customers requiring mobile device troubleshooting.
• Consulted with customers to right fit them with the proper products and services.
FirstsourceCollections Specialist
Jan. 2010 - Oct. 2010Colorado Springs, Colorado, United States• Contacted customers in an inbound/outbound call center to secure payments on credit accounts.
• Followed adherence to strict company policies and quality practices for collection procedures as well as keeping up with federal
regulations.
Dextra Hoffman's ArtArtist
Oct. 2009Lexington, Kentucky, United States• Collaborating with clients, drafting illustrations based on provided concepts with a focus on logo design and portrait work.
• Design and illustration work has been featured in local and national events and publications, as well as appearing
internationally via the web.
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