Erin Abad

• Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference.
• Utilized direct email and Salesforce ticketing to track requests and issues while also prioritizing urgent needs.
• Collaborated with development team to report bugs and suggest improvements, leading to a more reliable platform.
• Facilitated communication with cross-functional teams to develop and implement effective support strategies through Jira, Salesforce, direct email or Slack messaging.
• Assisted in primarily updating and creating custom built pages and components for various dealer websites.
• Trained new team members on support processes and tools, enhancing overall team efficiency and service quality.

• Uploaded and enhanced various publications across multiple platforms (Custom CMS and WordPress).
• Maintained over 200 websites within a custom CMS by implementing content change requests.
• Supported client inquiries through ticketboards (ZenDesk and Zoho Desk).
• Assisted new clients with website creation and onboarding.
• Spearheaded change in new website vendor according to the developing needs of clients.
• Cultivated relationships with existing clients to gain insights on technological and business needs.
• Coordinated transition to a new website vendor for all existing client websites (over 200 websites in total).
• Streamlined internal processes to increase efficiency in the approval, scheduling, and distribution of content between multiple departments.
• Helped run physical conferences through operating registration and setup efforts.

• Collaborated with various departments to launch websites for many clients.
• Implemented a streamlined website launching process with detailed notes, resulting in faster launch times overall.
• Consistently maintained WordPress plugins and theme updates for clients.
• Edited DNS records across multiple DNS and domain providers.
• Directly assisted clients with domain setups and configuration.
• Worked on installing and updating SSL certificates.

Actively worked on and designed the Scholarships and Friends of DanceOn pages on the new website for DanceOn Chicago with the Design Team.

Assisted in managing and executing preparations for various, large on-campus events.