Muck Rack

Senior Manager, Customer Support

Manager, Customer Support

Dandy

Launch Trainer

Customer Support Specialist

Open Dental Software

At Open Dental, I wore many hats. I started as a Support Technician on the front lines, helping customers with day-to-day issues or questions with our software. This could be something as simple as how-to use the software, or more complex technical issues. I helped revamp the new hire training, and reorganize a lot of our internal training documentation. I was one of the first to help start our customer onboarding program, helping it become what it is today. I also managed a team of support technicians as a Support Tech Supervisor, and most recently worked as a Technical Writer in our Communications team.

Tech Support Analyst

OptumRx

At OptumRx, I spent a majority of time helping members understand their pharmacy benefits, and resolve issues with medication coverage. I worked directly with members of other teams to provide outside of the box solutions to get members their medications, avoiding interruption with their health care regimen. I also created curriculum for training internal employees on new initiatives, lead classroom-based trainings, and used WebEx software for conducting virtual trainings.

Senior Customer Service Advocate

Wells Fargo

During this time at Wells Fargo, I worked in a department specifically created to assist customers with their Home Equity accounts that were reaching maturity. These accounts were created right before the market crashed in 2008, and home values had significantly changed by the time they reached maturity. This left them in a financial situation where the value of their home may not match the current loan, leaving them unable to refinance the traditional way. We provided them with options to keep their home, and find a payment that was manageable for them. I assisted with new hire training during my time there, as well as complex issues and project management.

Home Equity Maturing Accounts Specialist

T-Mobile

During my time at T-Mobile, I supported a team of roughly 15 front-line team members who assisted customers with their mobile accounts. I lead classroom based training and onboarding programs to assist new hires, instilling confidence in their ability to perform the functions of their new job. Additionally, I audited calls for quality assurance and provided coaching and training to individuals in need of improving metrics.

Coach

After just 6 months as an assistant store manager, I was presented the opportunity to run a store of my own. This role was a challenging one, which I really enjoyed, and involved hiring, training and managing an entire branch. I developed relationships with other store managers, shared best practices, and worked directly with the District Manager to help deploy new initiatives in our branch. I managed the store's budget, and set monthly and quarterly goals to help lead the store to success.

Store Manager

Due to my success as a Personal Banker, I was quickly promoted to the role of Assistant Store Manager. This role involved similar duties as a Personal Banker, and additional roles such as helping with the store's budget and onboarding of new-hire employees.

Assistant Store Manager

When Wachovia Bank was purchased by Wells Fargo, it gave me the opportunity to transition out of the call center and work face-to-face with customers. I accepted a role as a Personal Banker, where I identified the needs of customers, new and old, and helped recommend financial solutions. During this time, I really enjoyed working directly with the teller staff to help them identify opportunities quickly when assisting customers, and trained them on language to use to transition that customer to my seat for a financial review. This really helped with their success in their role, and mine as well. I was consistently one of the top sales representatives and earned top quarterly bonuses.

Personal Banker

Wachovia Bank, A Wells Fargo Company

Wachovia Bank was really my stepping stone into the call center life, and where I learned that I was passionate about training others. I started in a Credit Card Customer Service role, and learned many different roles throughout the company, in my time there. I assisted as an intern in a training program for call center representatives that were struggling to maintain required KPIs, and helped them regain confidence in their roles and transition back into the regular call center.

Outbound Sales and Service Representative

Experienced Customer Support Manager with a demonstrated history of working in the Saas industry. Skilled in Sales, Databases, Customer Product Training, Contact Centers, and Management.

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