Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Ash Marroquin

Nashville,TN

Summary

Professional Digital Media and Customer Support Agent with over a decade of experience from leading tech companies, 15 years of customer service experience, and 7 years of management training/experience.

Overview

8
8
years of professional experience

Work History

Tier 1 & 2 Customer Support Specialist

Eventbrite
07.2023 - 12.2023
  • Served as an escalation point for complex or high-priority customer issues, providing swift resolutions that exceeded expectations.
  • Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
  • Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
  • Conducted regular training sessions for new team members, promoting best practices in customer support operations.
  • Monitored performance metrics regularly, identifying trends that indicated opportunities for process improvements or additional training needs within the team.
  • Utilized Salesforce & Geneys systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.

Customer Success Representative

Eventbrite
02.2022 - 07.2023
  • Enhanced customer satisfaction by proactively addressing and resolving concerns in a timely manner via email (Salesforce), chat (Genesys), social media (HootSuite) and phone.
  • Developed comprehensive product knowledge, enabling the provision of expert advice to customers.
  • Collaborated with cross-functional teams to ensure seamless customer experiences across all touchpoints.
  • Facilitated effective communication between customers and internal departments to expedite issue resolution.
  • Championed a culture of continuous learning within the Customer Success team, facilitating skills development through workshops, webinars, and other training resources.

Happiness Engineer

MONQ
08.2020 - 04.2021
  • Offered cross-platform customer support via Zendesk, Zendesk Chat, Zendesk Voice, Instagram, Sprout Social, and Amazon
  • Used WOO Commerce to locate customer orders, coupons, process refunds, replacements, and monitor the order flow from web-sales
  • Assisted in implementing new and fresh social media strategy for Instagram and TikTok.

Digital Support & Social Media Manager

World's Greatest Videos
11.2018 - 11.2020
  • Assisted in high volume support of users via Zendesk, Zendesk Chat, and HootSuite
  • Replied to and monitored Play Store and App Store reviews via App Figures
  • Created JIRAs to open paths for any bugs reported by app or website users
  • Produced compelling content for a variety of channels including blog posts for LinkedIn, social media posts for Twitter, Instagram, Facebook, YouTube, and TikTok
  • Sourced and managed relationships with social media influencers, ambassadors, and partners.

Scheduler-Smile Watcher

Smile Direct Club
08.2017 - 11.2018
  • Called new customers to assist in setting up their online accounts and scheduling scans in retail location spaces
  • Maintained customer relationships by reaching out via phone and email to offer support through their Smile Journey
  • Used JIRA as an internal tool to report web bugs to devel-team and to update doctors on urgent cases needing escalated support
  • Assisted the sales team in overflow calls, closing sales, and offering retainers pricing to existing customers.

Social Media Customer Experience Support

Lyft
08.2015 - 06.2017
  • Triage problems from the community and own issue resolution, escalating to the designated team's when necessary via Instagram, Twitter, Facebook, Reddit, Tumblr, and Zendesk
  • Collaborated with teammates to maintain Lyft's social brand via the previously mentioned social platforms
  • Worked cross-functionally with Product, Marketing, and other teams to ensure a cohesive voice of support.

Education

Business Communications

University of Toledo
Toledo, OH
01.2012

Marketing Education Certificate - Sales And Marketing Education

Penta Career Center
Perrysburg, OH
05.2009

Skills

  • Zendesk
  • Zendesk Chat
  • Zendesk Voice
  • Salesforce
  • Genesys
  • JIRA
  • Stripe Payment
  • WOO Commerce
  • ShipStation
  • G Suite
  • Microsoft Office
  • Confluence
  • Sprout Social
  • HootSuite
  • AirTable
  • Slack
  • Product Knowledge
  • Live Chat Support
  • Performance Metrics
  • Conflict Resolution
  • Email Management
  • Time Management
  • Scheduling
  • Data Entry
  • Technical Support
  • Problem Resolution
  • SLA
  • Customer Response
  • Great Verbal & Written Communication
  • Team Player
  • Adaptive
  • Detail Oriented
  • Flexible
  • Remote Workspace
  • Empathetic
  • Dependable

Accomplishments

  • Eventbrite- Promoted to Tier 2 Specialist
  • Eventbrite- Promoted to Tier 1 Specialist
  • Smile Direct Club- Star Award; Won via votes from co-workers and management for providing outstanding support to patients and being a team player
  • Lyft- Lyft CET Award; Won in the first week of training, first time in company history a trainee won. Provided support above and beyond for a customer visiting the U.S. for work travel needing receipts for expense reports; which resulted in the feature being built in to the Lyft app

Timeline

Tier 1 & 2 Customer Support Specialist

Eventbrite
07.2023 - 12.2023

Customer Success Representative

Eventbrite
02.2022 - 07.2023

Happiness Engineer

MONQ
08.2020 - 04.2021

Digital Support & Social Media Manager

World's Greatest Videos
11.2018 - 11.2020

Scheduler-Smile Watcher

Smile Direct Club
08.2017 - 11.2018

Social Media Customer Experience Support

Lyft
08.2015 - 06.2017

Business Communications

University of Toledo

Marketing Education Certificate - Sales And Marketing Education

Penta Career Center

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Ash Marroquin