Marsha Greggersen
Mesa,AZ
Summary
Operations and administrative professional with extensive experience supporting high-volume environments, maintaining accurate reporting, processing sensitive account and billing data, and coordinating cross-functional teams. Known for precision, confidentiality, and delivering exceptional internal and external customer service.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Tier 3 Technical Support Engineer / Solutions Consultant
Frontsteps (formerly Caliber Software)
Denver, CO
01.2018 - 11.2025
- Provided customer support via phone, email, and electronic platforms assisting with account inquiries, billing concerns, and service-related issues.
- Researched and corrected customer account discrepancies including billing, payments, and data errors.
- Supported online payment platform and delinquency workflows.
- Managed intake of 100–200+ incoming requests daily and resolved an average of 100 cases per week.
- Maintained top-tier customer satisfaction ratings with frequent positive customer feedback.
- Identified urgent issues and trends and escalated to engineering teams.
- Trained new hires and helped build onboarding processes.
- Created and analyzed reports using internal reporting tools.
- Resolved complex technical issues using CRM software and remote support tools.
- Collaborated with cross-functional teams to enhance product features and usability.
- Led training sessions for new staff on troubleshooting techniques and customer service protocols.
- Developed comprehensive documentation for technical processes and user guides.
- Analyzed support ticket trends to identify recurring issues and propose solutions.
- Implemented best practices in customer interactions to improve satisfaction rates.
- Mentored junior engineers, fostering skill development and knowledge sharing within the team.
- Streamlined support workflows, increasing efficiency in issue resolution processes.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
Server
Pomo Pizzeria
Phoenix, AZ
01.2021 - 06.2024
- Delivered exceptional customer service in fast-paced dining environment.
- Managed multiple tables efficiently while ensuring guest satisfaction.
- Collaborated with kitchen staff to coordinate timely meal preparation and delivery.
- Trained new servers on menu knowledge, service standards, and operational procedures.
Server
Buck and Rider
Phoenix, AZ
12.2016 - 11.2018
- Enhanced guest experiences by providing personalized recommendations and addressing concerns promptly.
- Maintained cleanliness and organization of dining area to promote positive atmosphere.
- Monitored inventory levels and communicated needs to management for stock replenishment.
- Implemented process improvements to streamline service flow during peak hours.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
Project Manager
VURIA
01.2013 - 01.2015
- Managed complex cross-functional technical projects across engineering teams.
- Tracked risks, timelines, and deliverables while coordinating stakeholders.
- Communicated project updates to leadership and technical teams.
Education
Diploma - undefined
Show Low High School
Cosmetology License - Cosmetology
Northland Pioneer College
Show Low, AZSkills
- Workforce reporting & data tracking
- Payroll & timekeeping support
- Overtime & schedule coordination
- MS Office, Microsoft Excel, Word & Outlook
- Confidential file & payroll data handling
- Administrative & office support
- High-volume workload management
- Cross-functional & leadership communication
- Attention to detail & prioritization
Technical troubleshooting
Problem-solving
System troubleshooting
Technical documentation
Software installation
Root-cause analysis
Teamwork and collaboration
Project management
Customer success management
Training and mentoring
Attention to detail
Software debugging
Remote support
Remote diagnostics
SQL Certification
Certification
Arizona Life & Health Insurance License
Cosmetology License
Dental Assistant Certification
Additional Customer Service & Operations Experience
- Extensive customer-facing experience in hospitality, retail, concierge, and administrative roles.
- Handled high-volume customer interactions while maintaining strong service standards.
- Supported daily business operations, customer relations, and administrative tasks.
Timeline
Server
Pomo Pizzeria
01.2021 - 06.2024
Tier 3 Technical Support Engineer / Solutions Consultant
Frontsteps (formerly Caliber Software)
01.2018 - 11.2025
Server
Buck and Rider
12.2016 - 11.2018
Project Manager
VURIA
01.2013 - 01.2015
Diploma - undefined
Show Low High School
Cosmetology License - Cosmetology
Northland Pioneer College