To provide a positive experience for our customer base with personalization to each request submitted through voice or text.
Overview
17
17
years of professional experience
Work History
Tier 3 Escalated Billing Agent
Blueprint
11.2022 - Current
Tier 3 Accounts Agent
Blueprint
04.2022 - 11.2022
Tier 2 Accounts Agent
Blueprint
09.2021 - 04.2022
Tier 2 Billing Agent
Blueprint
10.2021 - 09.2021
I was a part of the Call logging team that was organized within Blueprint.
I listened to calls as well as created tickets if they were unable to with the information given.
Tier 2 Accounts Agent
Blueprint
08.2016 - 10.2016
Natural Choices Manager/Nutrition Manager
Fred Meyer
01.2009 - 01.2014
Customer Service as well as resolving escalated issues between product distributors (warehouse) to assist the customer to what they needed.
I was able to maintain composure throughout any situation that had been brought to my attention.
Customer Service Agent
Booking.com
As a call center Agent I've been a part of many heated disputes due to their situation with their hotel reservations in which I’ve been calm throughout.
Education
High School Diploma -
Stadium High School
Tacoma, WA
Skills
Strong communication with transparency
Focused on prioritizing tasks set before me aligning with meeting deadlines
<ul><li>Skilled Customer Service Representative supporting the SBA contract at Upslope Advisors, with a proven track record of resolving complex escalated inquiries, routing requests accurately, and delivering policy-compliant solutions while consistently exceeding performance metrics.</li><li>Respond to escalated customer inquiries via phone or email related to SBA programs (e.g., Disaster Loans, PPP, EIDL).</li><li>Assess customer requests and route them to the appropriate department or specialist based on the nature of the inquiry.</li><li>Analyze customer concerns and provide accurate, case-specific solutions in a timely and professional manner.</li><li>Interpret and explain SBA procedures and regulatory guidelines clearly to customers with varying levels of understanding.</li><li>Document all customer interactions thoroughly and accurately in the SBA’s case management system.</li><li>Escalate unresolved or highly complex issues to Tier 3 support or the appropriate technical teams.</li><li>Meet or exceed performance metrics, including first-call resolution, response time, and customer satisfaction.</li><li>Stay current on SBA policies and federal program changes through required training and regular internal updates.</li></ul> at Upslope Advisors<ul><li>Skilled Customer Service Representative supporting the SBA contract at Upslope Advisors, with a proven track record of resolving complex escalated inquiries, routing requests accurately, and delivering policy-compliant solutions while consistently exceeding performance metrics.</li><li>Respond to escalated customer inquiries via phone or email related to SBA programs (e.g., Disaster Loans, PPP, EIDL).</li><li>Assess customer requests and route them to the appropriate department or specialist based on the nature of the inquiry.</li><li>Analyze customer concerns and provide accurate, case-specific solutions in a timely and professional manner.</li><li>Interpret and explain SBA procedures and regulatory guidelines clearly to customers with varying levels of understanding.</li><li>Document all customer interactions thoroughly and accurately in the SBA’s case management system.</li><li>Escalate unresolved or highly complex issues to Tier 3 support or the appropriate technical teams.</li><li>Meet or exceed performance metrics, including first-call resolution, response time, and customer satisfaction.</li><li>Stay current on SBA policies and federal program changes through required training and regular internal updates.</li></ul> at Upslope Advisors
Spearheaded cross-functional onboarding initiatives for Assist 365, streamlining access provisioning for global support teams.
Directed migration of Amplify wikis to Engineering Hub, improving content discoverability and compliance.
Resolved escalated incidents in Tier 1, 2, and 3 technical support, enhancing SLA resolution rates by 50%.
Implemented security configurations for Microsoft 365 and Azure AD services, increasing identity security by 40%.
Managed a team of technical writers responsible for developing wiki content for Amplify features.
Facilitated weekly operational syncs and audit readiness activities, encompassing risk assessments, and SLA tracking.
Collaborated with audit teams to achieve successful third-party security audits with zero non-conformities.
Authored knowledge base articles and FAQs, decreasing support ticket volume by 15%. at Tech Mahindra AllyisSpearheaded cross-functional onboarding initiatives for Assist 365, streamlining access provisioning for global support teams.
Directed migration of Amplify wikis to Engineering Hub, improving content discoverability and compliance.
Resolved escalated incidents in Tier 1, 2, and 3 technical support, enhancing SLA resolution rates by 50%.
Implemented security configurations for Microsoft 365 and Azure AD services, increasing identity security by 40%.
Managed a team of technical writers responsible for developing wiki content for Amplify features.
Facilitated weekly operational syncs and audit readiness activities, encompassing risk assessments, and SLA tracking.
Collaborated with audit teams to achieve successful third-party security audits with zero non-conformities.
Authored knowledge base articles and FAQs, decreasing support ticket volume by 15%. at Tech Mahindra Allyis