Resolves incoming requests from customers for product information and support
Utilizes CRM to capture all customer interactions to maintain valid customer account information
Assists with Zendesk ticketing for internal knowledgebase
Organizes, executes, measures, and reports results to team and/or Manager on various project campaigns.
Provides training sessions for clients in order to maximize software adoption and utilization.
Facilitates with leading new hire training sessions and development of effective training materials that drove increased product knowledge among staff members, resulting in higher close rates.
Develops relationships with clients and provides excellent customer service to maintain longevity of accounts.
Collaborates with cross-functional teams via GSuite for quality assurance testing and driving product improvements.
Monitors customer feedback channels after launch to gather insightful data for future iterations or updates.
Customer Service Associate
Lowe's
D'Iberville, MS
12.2022 - Current
Responded to large volume customer inquires to answer questions about products and services.
Utilized internal software and tools to meet customer needs and resolved issues promptly.
Responded to customer requests for products, services, and company information via CRM
Sales Support Specialist
Machines & Cloud
Remote
03.2023 - 05.2023
Supported sales strategy and client meetings.
Researched relevant industry trends to develop engaging, topical social media content.
Brand Ambassador
Victory Marketing Agency
Charlotte
07.2022 - 03.2023
Increase brand awareness through event marketing, demonstrations, sales, and brand promotion.
Develop recap reports to communicate competition trends, product introductions and new promotions.
Household Manager
Kaylee's Household Services
Charlotte, NC
03.2021 - 03.2023
Developed and implemented new housekeeping practices to increase productivity and cohesiveness.
Monitored and communicated concerns to owners.
Negotiated price and service with ongoing clientele
Staff Accountant
Ideas United
Atlanta, GA
10.2019 - 07.2022
Managed purchases on behalf of client and company, implementing detailed expense management practices to ensure all employee and corporate expenses are reconciled in timely and correct manner
Reduced outstanding debts owed to company of 1.1m resulting in 70% decrease of long term collections.
Built small-sized budgets as required by manager
Monitored client accounts throughout month.
Yearly review of all contracts and Statement of Work docs (SOW) including quarterly commissions
Assisted and help resolve administrative projects.
Cross functional collaboration with additional departments for support as needed on projects.
Corporate Staff Accountant
Meredith Corporation
Atlanta, GA
09.2016 - 10.2019
Collaborated with accounting manager to comply with governing bodies and limit regulatory risks.
Created monthly/quarterly digital sales reports to measure station revenue
Audit Associate
BDO
Charlotte, NC
06.2014 - 06.2016
Prepared working papers and supporting documentation from audit findings to verify accuracy in financial reports
Customer Service Representative
Wegmans Food Markets, Inc
Bethlehem, PA
02.2006 - 08.2011
Investigated and resolved customer inquiries and complaints quickly.
<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
Customer Service Representative Tier 2/Customer Service Training Coordinator at Outlook AmusementsCustomer Service Representative Tier 2/Customer Service Training Coordinator at Outlook Amusements
Customer Service Representative/2nd Warehouse shift Lead and Customer Service Lead at Brokers LogisticsCustomer Service Representative/2nd Warehouse shift Lead and Customer Service Lead at Brokers Logistics