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MercurySenior Customer Support Specialist & Subject Matter Expert (SME)
Sep. 2023 - Aug. 2025EverywhereIn my role as a Senior Customer Support Specialist, I consistently exceeded expectations, leading to my promotion. I have actively contributed to four Subject Matter Expert (SME) groups within Customer Support: *Perks and Partnerships* Coordinated partner payouts, conducted rejection reviews, and managed expedited requests. This role required close collaboration within the team and cross-functionally, fostering strong partnerships and supporting Mercury’s growth. I have since transitioned out of this project. *Notarize and Shine* Facilitated the electronic notarization of user documents, ensuring accuracy and efficiency in the process. *CS Legal* Assisted users with various legal aspects of their business, including Legal Business Name Changes, DBAs, managing Primary Users on business bank accounts, resolving Primary User disputes, handling Incorporation/Entity Changes (e.g., Company Structure, EIN, Mergers, and Acquisitions), and managing Deceased Accounts. *Weekenders* Piloted a high-priority weekend team, which has since expanded to six members. Our team manages 2FA resets, emergent issues, and critical escalations during non-business hours, ensuring continuous support for Mercury. *Senior On-Staff Responsibilities* As the Senior On Staff for the Weekenders, I oversee morning and evening snapshots of ticket flow, review incoming tickets from the night before to identify and address urgent issues, handle escalations, check voicemails for emergent issues, and provide guidance to the team.
MercuryCustomer Support Specialist
Jun. 2022 - Sep. 2023United States*User Support* Provided comprehensive support to users via chat, email, and phone, addressing account requests, including application processing, card disputes, missing payments, card shipments, and more. *Product Education* Guided customers on how to effectively use our products, ensuring they have a clear understanding of all features and functionalities. *Problem Solving* Identified systemic issues that led to user problems and collaborated with the engineering team to resolve bugs and enhance the user experience. *Cross-Functional Collaboration* Acted as a liaison between users and partner banks, communicating user needs and working together to improve products and processes. *Tool Optimization* Mastered internal tools and proactively identified opportunities for improvement, contributing to greater efficiency. *Process Improvement* Developed and implemented processes to streamline tasks and improve job efficiency. *Compliance and Customer Tasks* Assisted with various compliance and customer-related tasks, ensuring all operations met regulatory standards. *Relationship Building* Cultivated and maintained warm, positive relationships with users, enhancing customer satisfaction. *Infrastructure Development* Contributed to building out the customer support and operations infrastructure at Mercury, laying the groundwork for future growth and success.
HopinCustomer Support Specialist
Dec. 2020 - Feb. 2022Remote*Subject Matter Expertise* Achieved and maintained expert knowledge of the Hopin product suite, providing top-tier support across multiple products. *Customer Inquiry Management* Managed all customer inquiries within Zendesk, guiding users through the Hopin platform and troubleshooting issues effectively. *Customer Feedback & Communication* Relayed customer feedback to the product team using ProductBoard, Slack, and Google Sheets, ensuring continuous product improvement. *Internal Resource Contribution* Contributed to the development and maintenance of internal support team resources, enhancing team efficiency and knowledge sharing. *Regulatory Compliance & Technical Mastery* Acquired General Data Protection Regulation (GDPR) compliance knowledge and mastered Web Real-Time Communications (WebRTC) and Real-Time Messaging Protocol (RTMP). *Technical Issue Triage* Differentiated between technical bugs and user errors, collaborating with support and engineering teams to resolve issues and provide timely follow-ups. *Cross-Functional Collaboration* Partnered closely with product and engineering teams to assess issues, track resolutions, and ensure customer satisfaction. *Customer Onboarding* Assisted in successfully onboarding over 100 new customers, catering to both self-serve and advanced plan users. *Technical Expertise* Served as the subject matter expert on common technical issues related to the platform, offering specialized support. *Independent Support Management* Independently handled weekend shifts, managing support for live and email tickets across multiple products.
The Monocle STLGeneral Operations Manager
Jan. 2020 - Jul. 2020Saint Louis, Missouri*Administrative Management* Completed daily administrative tasks including weekly payroll, QuickBooks management, accounts payable/receivable, staff scheduling, bank reconciliation, product ordering, maintenance requests, and tax/payroll payments to local government entities. *Team Leadership* Conducted weekly staff meetings with a team of 10, fostering communication and ensuring smooth operations. *Inventory & Supplier Coordination* Managed the receipt of spirits and products from local businesses and distributors, maintaining inventory levels. *Event Coordination* Handled ticketing and venue setup as needed, ensuring successful event execution. *Venue Management:* Served as the sole managing operator of the bar and entertainment venue, overseeing all aspects of operations due to owners residing out of state. *Social Media & Marketing* Managed over 7 social media and marketing platforms to promote the venue and maintain bookings for events.
The Monocle STLAssistant Event Coordinator and Assistant General Manager
Mar. 2019 - Jan. 2020St. Louis, MO, United States*Administrative Support* Completed daily administrative tasks as assigned by the General Manager, ensuring smooth venue operations. *Social Media & Marketing Collaboration* Collaborated on social media and marketing platforms to promote the event venue and maintain bookings. *Event Support* Assisted in the setup for bar and entertainment events, contributing to successful event execution.
BevMo!Store Manager
Aug. 2018 - Mar. 2019Redwood City, California*Leadership & Operations: Provided strong leadership and oversight of store operations, ensuring that all customers received excellent service and quality merchandise. *Performance Improvement* Diagnosed operational opportunities and developed actionable plans to enhance store performance. *Sales Forecasting* Forecasted and re-forecasted business, focusing on productivity to meet and exceed sales goals. *Community Engagement* Identified opportunities to drive store traffic through community events such as weddings and parties, enhancing local presence. *Corporate Collaboration* Collaborated with corporate office personnel to increase sales, promote merchandise categories, and expand market reach. *Staff Development* Leveraged individual staff strengths and created developmental plans to prepare team members at all levels for future growth within the organization. *Inventory Management* Controlled inventory stock levels and managed reordering within budget constraints. *Recruitment & Hiring* Assisted in hiring to meet business needs and actively recruited to ensure open positions were filled promptly. *Campaign & Promotion Management* Planned, coordinated, and executed merchandise calendar directions, campaigns, and sales promotions on time.
U.S. BankLoss Mitigation Supervisor
May. 2015 - Aug. 2017*Negotiation Supervision* Supervised the day-to-day negotiations of liquidations, including short sales and deeds in lieu, for FHA, VA, and USDA loans. *Regulatory Compliance* Established processes and consistently met or exceeded all regulatory metrics in accordance with CFPB and OCC guidelines. *Team Management* Interviewed, hired, trained, mentored, and evaluated staff, fostering a productive and compliant work environment. *Performance Monitoring* Monitored production metrics, managed internal compliance reports, and oversaw authorized third-party escalations. *Staff Development* Conducted performance reviews and led, coached, and developed a team of 10 negotiators, ensuring high performance and adherence to best practices.
U.S. BankMortgage Default Operations Manager
Feb. 2012 - May. 2015Greater St. Louis Area*Account Distribution* Strategically allocated accounts among Relationship Managers based on volume and expertise, optimizing workload balance and efficiency. *Process Improvement* Assisted in the development of policies and procedures to streamline mortgage delinquency processes, enhancing overall operational efficiency. *Performance Evaluation* Evaluated employee performance, provided feedback, and made informed salary recommendations to recognize and reward top performers. *Staffing & Recruitment* Managed all aspects of the staffing process, including interviewing, hiring, and onboarding new team members, ensuring adherence to best hiring practices and maintaining optimal staffing levels. *Team Supervision* Supervised a team of 20-35 skilled representatives, effectively guiding them in working with borrowers to resolve delinquent mortgages.
U.S. BankMortgage Default Operations Team Leader
Dec. 2011 - Feb. 2012Greater St. Louis Area*Report Management* Ensured the timely completion of daily analysis reports by team members, maintaining high standards of accuracy and compliance. *Complaint Resolution* Communicated formal responses to findings of complaints to the mortgagor or authorized third party, ensuring clarity and resolution. *Compliance Monitoring* Compiled reports to ensure compliance on files under review, consistently aligning with Investor guidelines. *Team Leadership* Led a team of 20-25 individuals, providing direction, support, and performance oversight. *Coaching & Development* Provided continual side-by-side coaching for agents requiring additional assistance, fostering skill development and confidence. *Expert Agent Support* Addressed basic inquiries and researched complex issues related to FNMA and FHLMC Mortgage Loans, supporting Relationship Managers and MAP Agents across the floor.
US Bank Home MortgageCall Center and Quality Control Supervisor
Jul. 2010 - Dec. 2011Greater St. Louis Area*Team Motivation & Morale* Led initiatives to boost motivation and morale in a call center environment, fostering a positive and productive atmosphere. *Performance Monitoring* Tracked daily performance metrics, creating competitions and contests to encourage the team to meet and exceed their goals in an engaging way. *Quality Control Revamp and Management* Revamped the Quality Control (QC) program for Support following the department's relocation from Kentucky to St. Louis, ensuring a smooth transition and continued excellence. *Escalation Management* Managed the assist queue and handled escalated calls, providing expert support and resolution. *Coaching & Development* Coached 25-30 representatives on phone etiquette and best practices by monitoring live calls, improving overall performance. *Quality Assurance* Monitored recorded calls for quality assurance, filed and administered phone scores, and provided feedback to representatives. *Task Audits* Conducted task audits and coached representatives on findings, driving continuous improvement and adherence to best practices.
US Bank Home MortgageMortgage Servicing Customer Support Specialist
Dec. 2009 - Jul. 2010Greater St. Louis Area*Customer Support* Delivered high-quality customer service by addressing telephone inquiries, resolving customer requests, and handling issues related to taxes, insurance, escrow, payments, and website navigation. *Problem Resolution* Conducted research and resolved customer problems and errors efficiently, ensuring a positive customer experience. *Cross-Selling* Cross-sold products and services, or referred customers to the appropriate sales staff, contributing to business growth.
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