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Click here or scroll down to respond to this candidateCandidate's Name PHONE NUMBER AVAILABLE / EMAIL AVAILABLEOBJECTIVETo find a technology-based career path using the interpersonal, customer service, organizational, and communication skills that I have successfully cultivated through years of managerial experience. EMPLOYMENTFebruary 2024 Present Covetrus Portland, MECustomer Support Specialist Provided Tier 0 and Tier 1 support via email and Microsoft Teams chat and meeting tools, using SAP tool Back Office, Salesforce, Confluence, and JIRA to support the new company website of over 12,000 accounts. Was the sole person assigned to support and train internal staff of over 200 salespeople and account managers with questions regarding the new company website and to troubleshoot changes and technical issues. Responsible for answering customer questions via email help box and escalating issues to appropriate technical or management team to collaborate on solutions. Collaborated with the Tech Support Tier 2 team using Jira ticketing system to solve internal and external issues. Met daily with support team management to maintain information and coverage of new issues. April 2023 December 2023 REI Systems Sterling, VA Customer Support Specialist Provided Tier 1 customer support solutions via email using Zendesk ticketing system while triaging issues on companys GovGrants SaaS client-customized Salesforce based company platform. Collaborated with Global Support Team via daily Microsoft Teams meetings and set expectations for tickets and improvements in weekly customer-facing client meetings. Responsible for providing custom based client support to multiple clients including running scripts in Workbench to fix broken code. Collaborated with the Project team and Developer team using TFS ticketing system to solve customer cases and maintain customer relationships to prevent churn. June 2021 March 2023 Glue Up Tysons Corner, VACustomer Support Manager Maintained customer relationships daily through Tier 1 technical support of Glue Up SaaS CRM by answering customer questions via email and phone while simultaneously training internal team members with a self-authored SOP on company ticket maintenance through Zendesk. Co-managed Global Support Team via weekly Microsoft Teams video meetings and set expectations for projects and improvements in daily and long-term tasks. Responsible for overall company ticket count reduction by 50% and resolved customer cases at a higher rate than any other team member according to company KPI metrics. Collaborated with the Engineering team, Advanced Accounting team, and Customer Success Managers to solve customer cases and maintain customer relationships to prevent churn. Mastered the company software and scored over 90% on internal tests to show proficiency. Assisted Human Resources and CEO Executive Assistants with planning and implementation of office events to help maintain office morale.August 2019 November 2020 LeaseAccelerator Reston, VA Customer Support Specialist Managed customer expectations through direct communication via email and Zoom calls concerning LeaseAccelerators proprietary accounting enterprise software system for a worldwide customer base of over 200 Fortune 500 companies and their monthly accounting needs and queries. Investigated daily incoming customer cases concerning the accounting enterprise software system using multiple digital platforms including Salesforce, SharePoint, and Slack, and resolved customer cases from a caseload of 50 ongoing cases. Collaborated with the Engineering team, Advanced Accounting team, and Customer Success Managers to meet customer needs concerning technical and accounting inquiries and issues. March 2019 August 2019 Whiting-Turner Leesburg, VA Data Center Assistant to Project Managers (Short-Term Contract) Collaborated with Project Managers to develop security protocols for new Data Center building construction, using client-based software system. Fulfilled logistical needs for team meetings between client and Project Manager team. Trained sub-contractor teams on the client-based digital security protocols. November 2018 March 2019 Amazon.Com Sterling, VA Delivery Logistics Coordinator Distributed over 200 items daily, working with support services, warehouse staff, and management, and working efficiently with Amazon computer tools. Maintained company delivery vehicle along with company standards and guidelines. Responsible for problem solving in the field regarding lost, damaged, or undeliverable items. February 2018 September 2018 Harley Hole Online Ashburn, VA Sales Operations Manager/ Logistics Coordinator Used knowledge of Harley Davidson Motorcycle parts and collectible items to sell and compiled documentation detailing data for competitive sales. Procured motorcycle parts both new and used from various vendors to complete customer orders. Responsible for developing sourcing strategies, meeting business plans, and annual sales goals. Updated social media, online communications, shipping orders, posted eBay orders, and data entry. October 2017 February 2018 Whitlock Audio Visual Supplier Ashburn, VA Office Manager (Short-Term Contract) Responsible for completing daily purchase orders for customer Box Sale purchases and responsible for Project Manager parts order purchases for the completion of ongoing projects. Procurement and supply planning of audio-visual products based on demand forecasting. Handled daily requests to reconcile employee purchases made on company credit cards. October 2014 September 2017 Virginia Tire & Auto Ashburn, VA Assistant Store Manager Handled customer service and complaints to create a positive customer experience. Managed the daily workflow of a staff of 15 in an automotive repair facility by daily ordering and delivery of parts, managing technicians time, and meeting customer expectations. Maintained procurement records, sold work, ordered parts, and managed inventory. Responsible for opening and closing duties of the shop including office management and reports. Improved the telephone answering protocol and led the store in telephone protocol grading. Helped maintain a positive work environment by working with management staff to communicate ideas to employees through regular meetings while incorporating the staff's needs. September 2008 April 2014 Los Angeles Unified School District Los Angeles, CA Elementary School Teacher Taught on long and short-term assignments for grade levels K through 6. Worked effectively with different learning levels of students within a classroom environment by motivating and encouraging them along grade standards and on a personal level to maximize potential. Utilized managerial skills within the classroom environment by setting goals and boundaries. EDUCATIONVirginia Polytechnic Institute and State University Major: History (Classics) Minor: English Study Abroad Program (Switzerland): Participated in Virginia Techs Studies Abroad Program as one of fourteen students in the initial year of the Program. SKILLS Proficient in MS Office Suite: Word, Excel, Outlook, and PowerPoint. Easily trained on different individual company computer operating systems. Experienced journalism writer self-editing skills. Bi-lingual in English and Greek, semi-proficient in Spanish. |
