Franklinton, North Carolina, United States
Customer focused service professional with 20 years of experience achieves results while maintaining a high degree of accuracy. Eight years freelance experience programming back-end Multimedia Job Performance Aids with HTML. Some experience developing and maintaining web sites. Self-driven individual with strong technical skills, exceptional problem-solving and organization skills. Ability to learn software quickly with an eye on efficiency. Capable of multitasking, prioritizing tasks and meeting deadlines. Proficient in Microsoft Office Suite, Windows and OS X.
ChannelAdvisor/CommerceHub provides best-in-class software solutions for drop ship, marketplace, digital advertising, shoppable media and delivery management. - Create/update client accounts by translating a contract to a working platform account. - Manage/assist with client user accounts and permission management. - Employee user account management for ChannelAdvisor Platform, ServiceNow, Monday.com, Avora, Where to Buy Access and Statuspage/Mercury. - Work ad hoc projects requiring advanced platform permission experience and ServiceNow access. - Create and maintain documentation relevant to the position. - Verify contract information as needed. - Interface with engineering for system issues and posting account reassignments - Created and presented training to transitions termination entry to Account Managers - Consistently met and exceeded quarterly goals. (Case close goal was exceeded by 25% to 90%) - Honorable mention for Global Services Team Impact Award in 2022 for 1st Quarter and 3rd Quarter.
Software Support Representative for ChannelAdvisor. Provided technical support for clients integrating with Walmart (3P).
- Provided HTML coding and quality control for Multimedia Job Performance Aids to support corporate and military applications using proprietary software. - Collaborated with project managers to manage files for projects and clarify content discrepancies. - Communicated cross-functionally to provide software and web-based programming support. - Consistently learned new technologies and tools to keep up-to-date in production areas.
Provided customer support for business card clients requesting information and maintenance on their account. First line E-services support. - Customer Relations Team contingent representative. - Created weekly newsletter and provided team support for career development. - In 2015, exceeded Net Promoter Score (NPS) goal by 11%, exceeded Customer Delight Score goal by 5% and exceeded First Call Resolution goal by 4% while achieving 93% call accuracy.
Analyzed credit accounts for credit/fraud risk and reinstatement of credit. Provide clients with explanation of adverse action and potential solutions. Achieved 95% accuracy. - Promoted to Peer-to-Peer team in 2012. Provided procedural support for peers and manage escalated calls. - Process Improvement Team, 2012-2013. Team point of contact for procedural updates. Reported documentation errors and suggested process changes. - Pulled surveys for unit managers 2011-2013 from a proprietary database. Analyzed customer surveys weekly for relevancy and potential errors. Contacted customers when appropriate and worked with them to resolve issues with the goal of a positive customer experience. Worked with partners to resolve technical issues. - Dodd Frank legislation compliance: Audited letters for accuracy and reviewed accounts to ensure proper procedures where followed.