Summary
Overview
Work History
Education
Skills
Timeline
Liz FitzGerald

Liz FitzGerald

LYNNWOOD,WA

Summary

Seasoned professional in Operations and Customer Experience field consistently delivering exceptional service and support to customers and internal stakeholders. Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.

Overview

12
12
years of professional experience

Work History

Support Analyst

NOYO
01.2024 - 12.2024
  • Researched and identified solutions to technical problems.
  • Explained complex technical topics in a digestible manner.
  • Leveraged an understanding of Noyo’s offerings and processes to triage and provide solutions to customer issues and questions.
  • Acted as a liaison between internal teams and external customers, to get to the root of problems, solve them, and stop them from occurring again.
  • Analyzed and escalated Zendesk trends to ensure team productivity
  • Collaborated interdepartmentally and identified areas to improve the product and to launch new features that better serve customers.
  • Handled confidential health insurance information.

Customer Experience Associate

Splendid Spoon
03.2021 - 06.2023
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Responded to high volume of incoming emails and chats utilizing listening and communication skills to identify customer problems, needs, and opportunities.
  • Utilized online chat, and email platforms to deliver outstanding customer service.
  • Asked customers questions to determine, verify and solve common problems.
  • Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
  • Educated customers about billing, payment processing and support policies and procedures.

Workforce Specialist

Imperfect Foods
05.2019 - 03.2021
  • Worked with management to develop strategic and tactical plans to meet different requirements.
  • Set and adjusted to schedules to maintain optimal coverage and service levels.
  • Reviewed timesheets for anomalies and worked with supervisors to correct issues.
  • Managed overtime, shift swaps, breaks and PTO requests.
  • Generated and analyzed reports to monitor employee engagement and attrition trends.
  • Conducted performance reviews and provided feedback to managers on employee performance.

Customer Care Associate

Imperfect Foods
09.2018 - 05.2019
  • Followed up on outstanding issues to complete resolutions and maintain customer satisfaction.
  • Fielded inquiries via email, chat and text to offer immediate assistance with customers' needs.
  • Assisted inbound callers with payment information and support by skillfully operating multiple administrative systems.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained up-to-date knowledge of product and service changes.

Education

Bachelor of Science - Human Development and Family Studies, General

Arizona State University, Tempe, AZ
12.2016

Skills

  • Support ticketing systems
  • Internal technical communications
  • System standards documentation
  • Remote support
  • Data collection
  • Zendesk expertise
  • Trend analysis
  • SLA compliance
  • Cross-functional coordination
  • Verbal and written communication
  • Administrative support
  • Project management
  • Process improvements
  • Documentation skills

Timeline

Support Analyst - NOYO
01.2024 - 12.2024
Customer Experience Associate - Splendid Spoon
03.2021 - 06.2023
Workforce Specialist - Imperfect Foods
05.2019 - 03.2021
Customer Care Associate - Imperfect Foods
09.2018 - 05.2019
Arizona State University - Bachelor of Science, Human Development and Family Studies, General

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Liz FitzGerald