Angela Tardy

Assisted customers with inquiries and technical issues Provided support to resolve product-related problems Guided users through troubleshooting processes

Assisted teams in utilizing Salesforce for customer relationship management Supported data entry and maintenance within Salesforce to enhance client interactions Aided in generating reports to track sales performance and customer engagement

Administered Zendesk CRM to enhance customer support operations

Implemented Freshdesk CRM to streamline customer support operations

Assisted customers through phone, chat, and email support Resolved inquiries and issues efficiently Provided information to enhance customer satisfaction

Facilitated first-contact resolution to enhance customer service efficiency

Tracked KPIs and SLAs to support team performance in customer satisfaction, average handling time, and net promoter score

Assisted in creating and maintaining knowledge base resources Supported documentation efforts to enhance team understanding Contributed to the organization of information for easy access

Facilitated resolution of conflicts through active listening and mediation techniques Supported team members in de-escalating tense situations to maintain a positive work environment Assisted in developing strategies for effective communication during disagreements

Executed navigation of TaxAct Pro software to streamline tax preparation processes

Assisted in onboarding new employees through structured training sessions Supported team members by providing mentorship and guidance during initial project phases

Assisted in identifying process inefficiencies and implementing improvements Supported teams in gathering voice of customer insights to enhance service delivery Collaborated with colleagues to streamline workflows and increase productivity

Assisted teams in utilizing Salesforce Service Cloud for customer support tasks Supported data entry and management within Salesforce to enhance service efficiency Contributed to training sessions on Salesforce functionalities for new team members

Assisted teams in tracking project progress using Jira Supported project management efforts by organizing tasks and timelines Facilitated communication among team members through Jira updates

Utilized Confluence to assist teams in organizing project documentation effectively Supported team members in maintaining up-to-date project information using Confluence Collaborated with colleagues to ensure smooth information flow through Confluence

Utilized Microsoft 365 applications to support daily office tasks Assisted team members in navigating software features for improved productivity Provided troubleshooting assistance for common technical issues

Assisted teams in utilizing Google Workspace for collaboration and communication Supported document creation and sharing to enhance workflow efficiency Facilitated training sessions on Google Workspace tools for team members

Assisted teams in utilizing Avaya telephony systems and dialers effectively Supported daily operations by troubleshooting telephony issues Contributed to training sessions for new users on Avaya functionalities

Assisted in managing telephony systems and dialers, including Five9 Supported team members in utilizing telephony tools effectively Contributed to troubleshooting and resolving telephony-related issues

Assisted users with Windows operating system issues Supported installation and configuration of Windows systems Provided troubleshooting for software and hardware problems

Managed macOS operating systems to ensure optimal performance and user experience

Demonstrated proficiency in typing with a speed of 65 words per minute

Assisted in B2B sales processes by providing customer support Facilitated communication between sales teams and clients to address inquiries Supported product demonstrations and training sessions for potential customers

Assisted in managing knowledge base for sales and support teams Provided resources and information to enhance team performance Supported users in accessing and utilizing knowledge base effectively