May 2017 – Present
Senior Customer Care Specialist & Account Manager
Invaluable.com

In an effort to provide quicker resolutions to inquires and a more seamless customer experience for our Premier clientele, I was provided the opportunity to also take the task of account management. In addition to the standard services I already offered to this group of clientele, I also was able to continue building relationships and offer my customers an additional layer of service.

● Proactively check-in and provide follow-up on problems and concerns reported
● Monitor and renew existing contracts while negotiating new agreements based on the client's needs
● Recommend and showcase available products and services that are not being utilized
● Discuss event turnout and revenue earned based on the products and services used

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Jan 2016 – May 2017
Senior Customer Care Specialist
Invaluable.com

In this senior advancement role I began to to work exclusively with the clientele in the newly created Premier Service group. Not only did I support the premier clients, I was also empowered to make suggestions and changes to improve the customer experience.

● Distributed daily task assignments to the team
● Monitor client events to verify they are trouble-free
● Conduct essential training and event equipment testing
● Assist in logging and prioritizing newly created client events
● Learning individual client needs and preferences which allow tailoring a unique service to them
● Supporting products and services offered via telephone and email
● Diagnosing and troubleshooting problem areas of services and product, which lead to creating trouble tickets and working with the technology and product teams for resolution
● Confirming each and every case that lands in my hands is resolved 100% prior to closure

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Nov 2013 – Jan 2016
Customer Care Representative
Invaluable.com

I transitioned to the parent company, invaluable.com. This allowed me to not only focus on the existing AuctionZip.com client base, but I also began supporting the invaluable.com client base as well. In this role, my primary focus was assisting the end-user with all aspects of our website and services, via email and telephone.

● Assisting the user in understanding the full range of features and products invaluable.com and auctionzip.com offers through essential guidance and training.
● Understanding the client’s problems and concerns by analyzing and troubleshooting the given situation and determining if an issue is a problem with our service that can be addressed by escalating it to the appropriate department.
● Fundamentally representing the voice of the clientele by collaborating with other internal team members and departments when necessary.
● Continued to maintain all work stations and office equipment in the Bedford, PA office to assure smooth operation with minimum downtime.

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Jul 2010 – Nov 2013
Web & Support Specialist
AuctionZip.com

I accepted this offered position to place me into a more direct support role where sales was secondary. By doing so, I worked closely across multiple departments within the company to assure complete client satisfaction. Not only did I provide customer service and support for the end-user, I was also solely responsible for assisting over 550 clients in maintaining their personal websites through a Content Management System. Therefore, I established strong relationships with 28 state associations which we were partnered, assuring their web hosting and member management needs were met.

● Worked in conjunction with the sales department providing them necessary website content statistics utilizing Google Analytics.
● Assisted the sales department to exceed targeted goals when their available bandwidth didn’t meet the client’s high demand.
● Completed several projects from start to finish including a technical guide to aid employees in assisting the end-user, documented many internal processes in extreme detail, created a reference guide for staff to review individual state laws and license information related to the auction industry, and assisted in the development of a content listing policy which is being abided by over 26,000 auction houses nationwide.
● Assisted newly hired staff in obtaining a full understanding of the company’s services, products, and internal protocols.
● Utilized Adobe Photoshop to aid the Graphic Design team by preparing and creating advertisements when the demand was high.
● Maintained all work stations and office equipment in the Bedford, PA office.

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Mar 2010 – Jul 2010
Web & Support Specialist
AuctionZip.com

Prior to my transition of Web & Support Specialist, I assisted our entire customer base with any problems and questions regarding our website and services. In addition to customer service and technical support, I worked closely with the clients that utilized our website by educating them on all of the services we offered, to assist them in obtaining maximum exposure for their events.

● A team member and I recovered a product by growing it and achieving company record growth in my first month of employment. Not only was this profitable for the business, it was also beneficial for employee morale.
● Participated in many sale meetings, trainings, and conferences which gave me a strong foundation for understanding the sales process from the initial cold call to the sale closure by utilizing my newly found skills such as prospecting, probing, needs analysis, and overcoming objections.

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Dec 2001 – Dec 2009
Senior Support Technician
Pennswoods.net

Pennswoods.net is an Internet Service Provider (ISP) that had over 43,000 registered accounts over a multi-state area. Being a Senior Support Representative, I was capable of performing many roles fulfilled by the supervisor such as managing a team of employees, assisting the team when the current supervisor was not available, and solving problems with disgruntled clientele.

● Provided customer service and technical support for computer and internet related issues via telephone, chat, and Email.
● Supported all Web hosting and Email hosting issues.
● Managed our online help content by creating how-to guides and ensuring all content was kept up-to-date.
● Worked in a team to maintain all in-house work stations.
● Performed computer repair for our clientele, such as the reinstallation of Windows based Operating Systems, hardware diagnosis and replacement, and cleaning computers infected with viruses and spyware.
● Worked closely with the financial and engineering departments to support the needs of the company’s rapid growth.