Faith Cockrum
San Antonio
Summary
Hi, team! I'm currently seeking a remote position that will allow me to bring my Customer Support experience to the team! This role excites me as I get to work with a motivated team who spends their time championing the voice of the customer! I'm eager to leverage my transferable skills, such as my analytical thinking, creative process documentation and providing tactical support to the team.
Overview
5
5
years of professional experience
2
2
years of post-secondary education
Work History
Nonprofit Support Liasion
Candid
03.2024 - Current
- Worked with nonprofits daily via email and chat, such as churches, animal shelters and political organizations
- Listed organizations on the GuideStar/Candid platform, approved or denied manger requests, investigated fraudulent activities and worked consistent with product managers to report bugs in the system
- Conducted research into customer needs and preferences in order to develop solutions that meet their requirements.
- Facilitated communication between departments to streamline project coordination.
- Conducted research on best practices to inform strategic decision-making processes.
CX Advocate Level 1 and 2
Postscript
05.2022 - 08.2023
- Being a part of a six person team, my workload consisted of using Zendesk to answer chats, emails for 200 people weekly. Averaged as the top CXA with satisfaction scores above 95%.
- Single-handedly promoted the Postscript app and brought in over fifty 5-star reviews from Merchants.
- Worked with our internal teams (CSM's, AE's, Compliance and BDR's) to ensure customer success.
- Created looms to explain about billing issues, compliance, fraud and onboarding strategies.
- Created upwards of 50+ internal macros for commonly asked questions, integrations and product bugs.
- Interviewed and trained new CX members to the team!
Customer Support Specialist
HubSpot
09.2021 - 04.2022
- Solved customer pains while taking over 300 tickets using Salesforce/Zorse via phone, Zoom, email and chat.
- Worked on a variety of subjects ranging from CSS/Design Support, Integrations and various product implementation questions.
- Partnered with internal teams such as Engineers, Billing, CSM's and more to ensure all communications with customers were properly addressed.
- Gave successful leads to the Sales team for customers looking to upgrade.
Education
Associate of Applied Science -
San Antonio College
San Antonio, TX 05.2024 - 04.2026
Skills
- Salesforce
- HubSpot
- Zendesk
- Zorse
- Gorgias
- Zapier
- Intercom
- Jira
- Slack
- Asana
- Loom
- Beginner-level CSS
- Saas Products
- Customer service
References
Available upon request.
Skills
Salesforce, HubSpot, Zendesk, Zorse, Zendesk, Gorgias, Zapier, Intercom, Jira, Excel, Word, Powerpoint, Sharepoint, Docs, Gmail, Sheet, Slides, Slack, Asana, Textblaze, Loom, Vimeo, Beginner-level CSS, HTML, Canva editing, SaaS products, B2B, Sales, Retention
Timeline
Associate of Applied Science -
San Antonio College
05.2024 - 04.2026
Nonprofit Support Liasion
Candid
03.2024 - Current
CX Advocate Level 1 and 2
Postscript
05.2022 - 08.2023
Customer Support Specialist
HubSpot
09.2021 - 04.2022