Provided a friendly and helpful customer experience through customer interactions on phone, email, and chat. Help users understand the most complicated aspects of our investment products as well as basic investment theories and terminology.
Designed and developed new process for better supporting our field users. Streamlined backend communications and developed in-house web application for help desk queuing.
Assisted desktop service team by solving pain points for our users. Focused on conference systems, remote support Apple computers, and mobile systems.
Enforced city environmental initiatives by educating the public about the laws and helping them conform to city and county codes.
Provided a friendly and helpful customer experience through customer interactions on phone and email.
Earned 99 credits toward a Radio-Television, Digital Media BFA.
Comprehensive design of support for our field users. Worked with our regional leaders to build and support systems to empower our users with easy access to support technicians. Traveled two weeks a month to build relationships and collect feedback. Deployed multi year rollout schedule of new technology support infrastructure with high priority on customer service and user experience. Focused on making users feel understood and empowered, not put down and belittled.
Deployed a new ticket system and workflow to better serve our users. Users are no longer required to fill out forms or see complicated ticket systems. Users are raving about the new system and support agents have been able to handle more tickets in less time. Our new system also ties into a new FAQ system that allows users to self service and allows support agents to easily build, send, and change documentation to speed up responses. The new system is also currently being rolled out in many other customer facing departments.
Phone support, live chat, email, fraud deduction, account support, empathy
SQL, Git, RESTful API, React.js, Ruby
Documentation, API, problem solving, project management, troubleshooting