Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Cody Dauksch

Cody Dauksch

Portland,United States

Summary

Experienced in Information Technology and Project Management, achieved 30% increase in customer satisfaction at QuoteCenter through innovative support strategies and efficient problem-solving. Demonstrated commitment to excellence and continuous skill enhancement at Apto Payments through expertise in API development and collaborative resolution of complex technical issues.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Customer Support Specialist II

Bonusly
Boulder, CO
09.2023 - Current
  • Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
  • Assisted customers with product installation, troubleshooting, and usage questions.
  • Maintained up-to-date knowledge of company products, services, policies, and procedures.
  • Created detailed reports on customer feedback for management review.
  • Developed innovative strategies to improve customer experience with the product or service offered by the company.
  • Collaborated closely with other departments such as sales or marketing to resolve complex customer issues quickly and efficiently.
  • Identified areas of improvement in existing processes or procedures used for providing support services.

Technical Support Specialist

Apto Payments
11.2021 - 11.2022
  • Serves as the primary escalation point for technical matters regarding program, API errors, and cardholder issues, working closely with existing and newly acquired clients
  • Collaborates with product and engineering teams to develop and enhance internal tools
  • Implements solutions and coordinates with cross-functional teams to resolve complex technical problems
  • Conducts thorough analysis and troubleshooting to identify root causes of technical issues and recommends appropriate resolutions
  • Provides exceptional customer service and technical assistance to clients, ensuring timely resolution and customer satisfaction
  • Maintains up-to-date knowledge of industry trends and emerging technologies, actively seeking opportunities to improve technical skills and knowledge

Tier 2 Cardholder Support

Apto Payments
04.2021 - 11.2021
  • Acted as an escalation representative to proficiently manage and resolve cardholder disputes, while also effectively documenting technical processes and managing queues
  • Demonstrated expertise in manual processing of high priority KYC for new cardholders, with a focus on BSA/AML compliance
  • Coordinated with both FIAT and Crypto partners to resolve errors and manually settle transactions, ensuring a seamless experience for all parties involved

Support Specialist 2

QuoteCenter
03.2020 - 04.2021
  • Goal-oriented Support Specialist 2 aiming to enhance customer experience and seamless communication between merchants, project managers, engineers, and support
  • Manages Re-key services and ensures optimal performance through Home Depot's QuoteCenter website
  • Analyzes website reporting for territory sales managers and provides actionable insights to improve business outcomes
  • Conducts effective training sessions for new Tier I representatives, empowering them with necessary skills to excel in their roles
  • Elevates performance and skills, leading to a promotion from Tier I to Tier II in April 2020

Support Specialist

QuoteCenter
Vancouver, Washington
03.2019 - 03.2020
  • Provided technical support to over 200 employees, ensuring timely resolution of issues and minimizing downtime
  • Collaborated with cross-functional teams to identify and resolve complex technical issues, resulting in a 30% increase in first call resolution rate
  • Streamlined support processes by implementing a new ticketing procedure, reducing average resolution time by 20%

Education

High School -

La Paloma High School
01.2013

Skills

  • Information Technology
  • Bug Tracking
  • Databases
  • Salesforcecom
  • Atlassian Suite
  • Application Problem-Solving
  • Project Management
  • Mobile Testing
  • Process Improvement
  • Employee Skill Enhancement
  • HubSpot
  • Google Workspace
  • Asana
  • Looker Data Visualization
  • Help Desk Support
  • REST APIs
  • API Development
  • Documentation Development
  • Microsoft Office
  • Problem Analysis
  • Microsoft Excel
  • Cascading Style Sheets (CSS)
  • HTML
  • Bootstrap
  • Materialize CSS
  • Linux
  • Git
  • SQL
  • Postman
  • API SDK

Certification

  • Git Complete, Udemy, 07/01/19, https://www.udemy.com/certificate/UC-CPUGY7SR/
  • Linux Basics, Udemy, 10/01/19, https://www.udemy.com/certificate/UC-GV5IEQZL/
  • Customer Service Success, Udemy, 01/01/22, https://www.udemy.com/certificate/UC-99f5de33-273c-4ed5-8ab0-d94dd84fe392/
  • API Technical Writing: JSON and XML, Udemy, 05/01/23, https://www.udemy.com/certificate/UC-6bc0b62a-6def-4667-8403-4e5e0f631a3b/
  • API Technical Writing 2: REST for Writers, Udemy, 05/01/23, https://www.udemy.com/certificate/UC-77fe0fa1-e9f0-448e-bb8c-406f45a4b6d8/

Timeline

Customer Support Specialist II

Bonusly
09.2023 - Current

Technical Support Specialist

Apto Payments
11.2021 - 11.2022

Tier 2 Cardholder Support

Apto Payments
04.2021 - 11.2021

Support Specialist 2

QuoteCenter
03.2020 - 04.2021

Support Specialist

QuoteCenter
03.2019 - 03.2020

High School -

La Paloma High School

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