Summary
Overview
Work History
Education
Skills
Languages
References
Timeline
Generic

Andrew Massamillo

Norwalk,CT

Summary

Seasoned Senior Support Representative with background in offering high-quality customer service. Skilled at managing complex technical issues, mastering new software systems, and training team members. Strengths include problem-solving abilities, strong communication skills, and a client-focused approach. Significant contributions to enhancing customer satisfaction and driving operational efficiency in previous roles.

Overview

7
7
years of professional experience

Work History

Senior Support Representative

MassageBook
Mount Pleasant, SC
08.2022 - Current
  • Served as a coach to team members on assisting clients with onboarding for our SaaS platform.
  • Provided training on internal software and professional client interaction to new hires.
  • Accelerated team growth and excelled at assisting customers in managing their practices, offering creative solutions, and communicating learnings to the rest of the team to improve product and service.
  • Worked closely with thousands of businesses to help them manage, enhance, and extend their practices and to better utilize our product.
  • Partnered with high-volume businesses to transfer and integrate with our software on a personal basis.
  • Contributed to our growing user knowledge base of tutorials and help center documentation. Streamlined time management techniques to optimize efficiency in handling escalated complex issues from Support.
  • Acquired extensive knowledge of JIRA to create tickets for tasks, bugs, and enhancements.
  • Developed interpersonal relationships with team members and supported achievement of team goals.

Support Representative

MassageBook
Mount Pleasant, SC
08.2019 - 08.2022
  • Coached customers on how to best use our SaaS software platform for their own business' needs.
  • Cultivated expert product knowledge of the software to distinguish between bugs, requests for improvement, and areas of confusion for customers.
  • Worked out of a shared queues of phone calls, emails, and live chats. • Contributed to our growing user knowledge base of tutorials and help-center documentation.
  • Escalated complex issues to Senior Customer Support Specialists.

Customer Service Representative

CreateSpace
North Charleston, SC
10.2017 - 08.2018
  • Assisted self-publishing authors publish their books for Amazon over the phone or through email.
  • Troubleshot errors encountered by authors and provided website navigation support.
  • Demonstrated knowledge of systems, while answering questions and multitasking to maintain high quality standards.

Education

English

Hobart & William Smith Colleges
Geneva, NY
05-2011

Skills

  • SaaS
  • CRM software
  • Customer service
  • Training and mentoring
  • Live chats, Phones, Emails, Video calls
  • Quality Assurance
  • Client Relationship Building
  • JIRA
  • Zendesk

Languages

English
Native/ Bilingual

References

References available upon request.

Timeline

Senior Support Representative

MassageBook
08.2022 - Current

Support Representative

MassageBook
08.2019 - 08.2022

Customer Service Representative

CreateSpace
10.2017 - 08.2018

English

Hobart & William Smith Colleges

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Andrew Massamillo