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Work Background
Ultimate SoftwareProduct Support Representative III
Dec. 2021Atlanta, Georgia, United States● Delivered exceptional frontline customer support for UKG Ready through email, live chat, and zoom calls, troubleshooting complex technical issues with a high-performance, customer-first approach. ● Led and executed strategic initiatives to improve team performance and customer experience, such as enhancing internal documentation and streamlining workflows; consolidated and cleaned knowledge base articles, reducing duplicates by 40% and increasing internal article usage by 25%. ● Mentored new hires through onboarding sessions, peer reviews, and product walkthroughs to encourage technical knowledge sharing and team growth. ● Acted as a Product Expert, providing regular feedback to Product and Engineering teams to inform future development and improve usability. ● Created customer-facing resources (e.g., FAQs, help center articles, training videos) that improved product adoption, reduced ticket volume, and contributed to a 20% reduction in support ticket volume over three month ● Streamlined internal support processes through comprehensive documentation and established best practices. ● Balanced a dynamic support workload (queue management) with high-impact projects, maintaining service excellence and innovation.
Ultimate SoftwareCustomer Success Specialist
Apr. 2016 - Dec. 2021Greater Atlanta Area● Provided expert frontline support for UKG Pro and Time Management clients, resolving complex configuration and payroll issues with advanced troubleshooting and a customer-first mindset. ● Managed a high-volume support queue across multiple channels (email, chat, and Zoom) while consistently meeting SLAs with a 98% on-time response rate and maintaining top-tier customer satisfaction scores. ● Identified and led workflow optimization initiatives, improving resolution speed and enhancing the overall customer experience. ● Delivered empathetic support that strengthened client relationships and elevated user satisfaction throughout the entire customer journey.
DardenGuest Relations Representative
Jan. 2015 - Jul. 2015Orlando, Florida Area● Handled high-volume customer escalations across multiple restaurant brands, demonstrating excellence in frontline support and resolving complex guest concerns with a focus on service recovery and customer satisfaction. ● Analyzed customer feedback to uncover trends and deliver actionable insights that influenced support strategy and enhanced the overall customer experience. ● Clearly communicated brand standards and policies with empathy and transparency, fostering trust and promoting long-term customer loyalty.
Bluegreen VacationsLead Customer Service Agent
Jun. 2011 - Dec. 2014Orlando, Florida Area• Provided expert frontline support by managing a high volume of inbound calls, assisting guests throughout the entire customer journey with vacation planning and real-time inquiries. • Delivered exceptional customer service by de-escalating challenging issues, retaining reservations, and maintaining a high level of performance under pressure. • Demonstrated strong empathy and problem-solving abilities to resolve complex guest concerns, consistently driving customer satisfaction and loyalty.
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