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Work Background
BrivoSupport Engineer
Mar. 2023United StatesFacilitate B2B & B2C technical support engineering interactions for cloud-based access control SaaS products, hardware components, & 3rd party API integrations. Responsible for maintaining dealer relations through Salesforce and JIRA case management for bug reporting and feature enhancements.
- Interaction Averages: 100 calls per week, 75 emails per week, 200 Slack messages per week, 1 meeting per week
- Assisted with the development of a proprietary script via TamperMonkey to create a more fluid UI for a CSR tool
- Engage with Product Development team prior to product launches to assist with FAQ documentation & other technical notes
AutomatticHappiness Engineer- WooCommerce
Oct. 2021 - Oct. 2022United StatesShared best practices for the use and troubleshooting of WooCommerce products based on system, data, and hosting provider requirements as well as product gap workarounds. Provided direct chat and ticket support for the WooCommerce software and all WooCommerce.com marketplace plugins using Zendesk, a proprietary chat forum, and API-based internal tools.
- Interaction Averages: 125 chats/tickets per week, 2 team meetings per week, 694 Slack messages
- Investigated SCA-required 3DS and PCI-DSS compliance among Stripe-connected products: WooCommerce Payments and Stripe Payment Gateway.
- Investigated preventative measures concerning carding attacks, resulting in chargebacks/disputes with WooCommerce Payments merchants by way of Stripe’s Radar rules.
- Created WooCommerce Bookings use case documentation: www.woocommerce.com/document/bookings-use-case-cost-based-on-person-count/
AutomatticTrialmattician
Aug. 2021 - Oct. 2021Columbia, South Carolina Metropolitan AreaTrial Happiness Engineering role servicing WordPress.com users in chat and ticket support.
Arise Virtual Solutions Inc.Tier II SME Support
Apr. 2020 - Oct. 2021Columbia, South Carolina, United StatesSupport engineer for Intuit’s WFH Lacerte phone support representatives via atSpoke chat. - Interaction Averages: 120 chats per week, 1 meeting per week, 412 Slack messages
- Responsible for configuring QuickBase, Oracle, and Salesforce systems based on the query to edit customer account details, manage product licenses, and perform access management configurations.
- Participated in weekly team calls to discuss escalation drivers, developmental changes, procedural innovations, and knowledge base management.
- Initiated independent studies into Salesforce Trailhead materials concerning user management where I earned 5 Trailhead badges in user management.
Logic WizardsCo-Founder & Senior WordPress Developer
Nov. 2019Albemarle, North Carolina, United StatesLaunched a web development agency specializing in WordPress sites integrated with sales and support pipelines to manage customer relations and drive revenue with minimal use for paid 3rd party services. - Developed a proprietary CRM for client and project management of our WordPress development client communications and deliverables management.
- Developed an open-source WordPress plugin that creates redirects to admin-selected Pages based on the user’s device type by way of shortcodes: https://github.com/thelogicwizards/restrictaccess
- Secured $48k in revenue 2020 through web developments, $53k in 2021, & $33k in 2022 (PT).
- Launched an initiative to up-skill entry-level technologists affected by recent (Q4 2022) tech industry hiring freezes and layoffs into support engineer roles through a partnership with Arise Virtual Solutions.
- Community management of a Discord server used as an informational hub for our initiative and to provide support to our WordPress clients by way of a proprietary support ticketing system.
Dick Smith Automotive GroupBusiness Development Manager
May. 2019 - Mar. 2020Columbia, South CarolinaDeveloped communications workflow with the internal IT department and CRM (VinSolutions) development team to increase online sales funnel productivity. Served as project management leadership while creating sales opportunities by phone, email, and social media for all 6 dealership locations.
- Interaction Averages: 200 calls per week, 7k emails per location weekly, traveled 50mi per week
- BDC went from being responsible for 17% of New Car sales to 27% during my tenure.
- Led operational innovations in social media marketing and data analytics.
- Curated and delivered weekly email marketing campaigns to 40k+ customers.
- Obtained professional mentorship of VinSolutions (now owned by Cox Automotive) creator Eric F. Hinkle.
NordstromStyle Consultant
Apr. 2018 - May. 2019Atlanta, GeorgiaStyle Consultant at Perimeter Mall Nordstrom 4/18 to 12/18.
Relocated to Columbia, SC Nordstrom Rack location as Logistics Assistant Manager 1/19 to 5/19. Responsible for sales, retail location supply chain management, merchandising, and training.
Hendrick Automotive GroupBusiness Development Specialist
Mar. 2016 - Apr. 2018Norcross, GAConducted used car sales for customer retention. Laterally moved to Business Development Center to create sales appointments for inbound and outbound calling customers for the New, Used, VEP, and Internet sales departments.
- Interaction Averages: 220 calls per week, 220 emails per week, 2 meetings per week - Member of President’s Award-Winning BDC Department, 2016.
ConcentrixTeam Lead
Jul. 2014 - Mar. 2016Norcross, GeorgiaPromoted to supervise a team of 28 Intuit TurboTax customer support representatives. Transitioned to manage a 35-person team of Apple iTunes representatives. - Interaction Averages: 5 meetings per week, 3 individual coaching sessions per week, 100 calls reviewed per week, 75 emails per week
ConcentrixCustomer Support Representative
May. 2014 - Jul. 2014Duluth, Georgia, United StatesInbound phone support representative for Intuit: TurboTax customers using Avaya, Salesforce, and QuickBase to access and configure customer account details.
- Interaction Averages: 2 meetings per week, 250 calls per week
Arise Virtual Solutions Inc.Customer Support Representative
May. 2012 - May. 2014Decatur, Georgia, United StatesDeveloped a partnership with Arise Virtual Solutions to perform inbound customer phone and chat support for their clients and became contracted as an independent business owner within the Arise network. Responsible for maintaining SOW compliance with respect to various client security controls, KPIs, and their respective 3-4 month terms while providing exceptional product support. SOWs serviced include AT&T Mobile: Small Business Key Contacts & Intuit: TurboTax.
- Interaction Averages: 300 calls per week, 4 meetings per week
- Participated in weekly team calls to discuss escalation drivers, developmental changes, procedural innovations, knowledge base management, and performance enhancement techniques.
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