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Network Power<100 people
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Australia
Work Background
iBuyFlowers.comCustomer Success Manager
Aug. 2023United States · Remote* Pioneered Customer Success at iBuyFlowers, a leading provider of farm-fresh wholesale flowers for florists and event planners. * Provided personalized training and support to florists and event planners during the adoption phase of iBuyFlowers platform, ensuring seamless integration and utilization of the platform's solutions. * Proactively pre-qualified incoming leads, improving lead management and conversion rates, and collaborated with internal teams to address customer needs effectively. * Tracked and reported on platform usage, issues, and trends specific to the floral industry, facilitating data-driven decision-making processes and enhancing customer satisfaction. * Led initiatives aimed at growing customer retention, satisfaction, and product adoption within the floral industry, resulting in improved customer outcomes. * Addressed escalated client issues with speed and urgency, orchestrating resources across the company as appropriate, and drove operational practices to track team performance.
GHOST MANAGEMENT GROUP, LLCB2B Technical Account Coordinator | Emerging & Mature Markets
Dec. 2022 - Aug. 2023Remote · RemoteServed as an Account Coordinator with over 2 years of experience in CannaTech B2B support, including account management and project management responsibilities. I have a proven ability to coordinate communication between sales and support teams to ensure efficiency and effectiveness. I am skilled in facilitating collaboration between sales, support, marketing, ad suite, engineering, and compliance teams to resolve customer issues quickly and efficiently. My responsibilities and accomplishments include: * Executed over 1,000 tasks in a timely and accurate manner, leading to approximately $550k in revenue since the start of my Account Coordinator role. * Managed ad campaign asset collection and opportunities for both mature and emerging markets, including Spain. * Validated opportunities (client is licensed and not past due) and communicated with Account Managers to support their success in generating revenue. * Served as a liaison between sales and support to ensure that both teams were working towards the same goals. * Owned the end-to-end completion of each case assigned. * Developed and maintained a working knowledge of industry trends and regulations.
GHOST MANAGEMENT GROUP, LLCB2B Technical Client Support Associate B2B / Implementation Specialist
Mar. 2022 - Dec. 2022Remote · RemoteAlong with providing Tier 2 Technical Support, I served as an SME for our Implementation team and provided onboarding, training, and updating to our B2B clients, ensuring they were maximizing the potential of our platform. I also resolved reported technical problems, reported and shared trends, and worked with our engineering team to test bug fixes and/or enhancements. I worked on over 1,000 cases and conducted 50+ implementation onboardings, resulting in greater revenue opportunities My responsibilities and accomplishments included: * Implementation Specialist: Worked closely with Account Executives during onboarding, culminating in a successful handoff when the implementation was completed. Included but not limited to creating handoff cases and logging client feedback. * Delivered clear and effective presentations to pilot implementations all while articulating technology and product positioning to both business and technical users alike. I worked in conjunction with our sales team to ensure prospects enjoy a positive and productive experience while evaluating the Weedmaps platform. * Technical support for all WM Products: Resolved listing and integration issues. Identified and presented workarounds. Communicated application enhancements/ feature requests as needed. * Defect Reporting: Participated in QA/UAT testing. Created JIRA cases as needed for all incidents reported based on severity and impact on our clients and users alike. * Onboarding & Enhancement Training: Demonstrated and conducted a walk-through for the client through the setup and implementation of Weedmaps Brand Listings, WM Store, WM Order, WM Deals, and various POS integrations utilized within the Weedmaps platform. Assisted with developing and refining client-facing support and training documentation. * Met the KPIs set by management and any other requirements as defined by my role's description.
TypeformTechnical Support Advocate
Mar. 2021 - Mar. 2022Remote- Provided general support and Technical Support for APIs, Web Implementations, Integrations, Analytics, and Crisis and Incident Management. This support included Tier 2 technical support requests, limited custom use case support, educational opportunities (how-to’s), and general account inquiries. - As a Technical Support advocate, I was required to provide assistance for the following: - API’s & Webhooks: Assisted our users with troubleshooting guidance regarding our API/Webhooks as listed here: https://developer.typeform.com/. This included the ability to confirm that our API and webhooks services are working when customers report issues. If not, I escalated these to our developers via our bug ticketing system (JIRA). - Embeds: Geared our users with a general understanding of how our Embeds work. I identified when the user is affected by outside elements and thus impacting their embeds. I addressed these issues by providing the necessary support regarding plugins (WordPress, Wix, Squarespace, Intercom) and HTML/CSS solutions/workarounds. - Integrations and Analytics: Offered guidance and support regarding the integrations we offer. This often included troubleshooting third-party application integrations which consisted of identifying if the problem encountered is due to user error or application/integration limitations. In these instances, I provided workarounds to custom use cases and implementations. - Crisis and Incident Management: Identified, escalated, and managed Service Disruptions while communicating said disruptions to our status page, users, and team.
TypeformCustomer Support Advocate | Security & Compliance Specialist
Jan. 2020 - Mar. 2021Remote- Responded to user inquiries via email, instant chat, and social media channels via Zendesk in an efficient and timely manner. This included tier 1 tech support requests, educational opportunities (how to’s), as well as general account inquiries. - Documented topics in internal support tools as they arose. And as a result, identified trends in feature requests, translated help center articles, and provided feedback as needed to multiple departments . - Diagnosed and escalated bugs our users encountered using JIRA and Zendesk as needed depending on severity. Able to identify and report a service disruption as needed. - Executed hands-on product testing, with the opportunity to create
training materials for both external and internal training. - Collaborated with peers to identify areas of improvement in our user interactions utilizing internal quality assurance tools. - Specialties included assisting the Security and Compliance teams with advanced account management requests, GDPR form submissions (right to be forgotten, DPA’s, etc.), responding to anti phishing/fraud prevention requests from end users and AWS, as well as process data security requests/inquiries regarding HIPAA/personal health information collection best practices. Additionally, trained and provided guidance to new hires regarding basic Compliance procedures.
AlbertCustomer Support Genius
Apr. 2019 - Oct. 2019Greater Los Angeles Area- Provided courteous and professional technical support and customer service over SMS for users who encountered difficulties while attempting to install, setup, or use the Albert app. - Documented topics in the Help Center and our internal support tools as they arose. And as a result, we identified trends in feature requests and reported these to our product team. - Diagnosed and escalated issues our users encountered using Albert’s bug reporting system or engineering team depending on severity. - Executed hands-on product testing, with the opportunity to create training materials for both external and internal training. - Collaborated with peers to identify and highlight trends in customer inquiries.
ROKiTSupport Specialist
Nov. 2018 - Apr. 2019Chino Hills, CA- Provided efficient, courteous and timely technical assistance and customer service over phone calls and emails utilizing Zendesk as our ticketing system. - Diagnosed and escalated issues our users encountered using the internal bug reporting system. - Executed hands-on product testing of our devices, with the opportunity to create training materials for both end-user and internal training. - This role required extensive knowledge and practice in the following: Android and iOS operating systems as well as CDMA and GSM networks
BloomNationBloom Expert - Customer Service/Account Management Associate
Apr. 2018 - Oct. 2018Santa Monica, California- Acted as the florist’s initial point of contact for technical support regarding Web Hosting/Domain transfer protocol issues as well as assisting with basic web design and CSS modifications requests needed for the florist’s website. - Handled a high volume of user and florist support requests via email, phone, and live chat. - Triaged incoming support issues, accurately diagnosing them, and escalating bugs to the engineering team. - Assisted florists in growing their business by providing extensive profitability reports, SEO strategies, Google Analytics, Email Marketing, E-commerce marketing strategies, merchandising.
Bank of AmericaSenior Customer Service Specialist
Jul. 2015 - Aug. 2016Pasadena, California- Provided top-quality customer solutions for high profile credit card clients possessing over $250K in banking assets. - Achieved 100% customer satisfaction ratings month-over-month based on several hundred client surveys. - Demonstrated deep knowledge of credit card and banking products to solve client inquiries, deepen and retain client relationships and recommend appropriate services and course of action based on client needs. - Supported cross-functional teams by managing escalated issues and navigating organizational processes to resolve customer disputes.
Bank of AmericaSenior Collector, Auto Loans/Dealer Financial Services
Mar. 2006 - Jul. 2015Brea, California- Collected payments on auto, RV, motorcycle, plane and specialty loans. - Managed 60-120 severely delinquent multimillion dollar portfolio accounts on a quarterly basis - Processed loan modifications, initiated repossession processes for auto and specialty loans. As well as utilized extensive research tools and skip tracing methods to resolve accounts. - Crafted strategies to minimize bank losses and legal concerns while allowing clients to retain control of finances.
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