Additional Customer Service & Operations Experience
Timeline
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)
2018.01 - 2025.11
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
2021.01 - 2024.06
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
2016.12 - 2018.11
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
2013.01 - 2015.01
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, AZ
Skills
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
2021.01 - 2024.06
Tier 3 Technical Support Engineer / Solutions Consultant
<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
<ul>
<li>Operations Management Responsibilities:</li>
<li>Supervised a cross-functional team of over 40, including field technicians, logistics personnel, and customer service agents.</li>
<li>Developed and implemented SOPs that improved field installation efficiency by 30%.</li>
<li>Managed nationwide GPS device deployments for fleet clients, coordinating logistics, and resource allocation.</li>
<li>Maintained service-level agreements (SLAs) with clients, ensuring a 95%+ client satisfaction rate.</li>
<li>Monitored and managed the inventory of GPS tracking devices and installation equipment.</li>
<li>Generated and presented monthly operational performance reports to executive leadership.</li>
<li>IT Management Responsibilities:</li>
<li>Led the administration and technical maintenance of the Nsoroma GPS tracking platform (web and mobile).</li>
<li>Oversaw server infrastructure, software updates, and data security across internal systems.</li>
<li>Integrated third-party APIs into the company’s GPS platform for enhanced client reporting.</li>
<li>Provided tier-2 technical support for software and hardware issues, reducing resolution time by 40%.</li>
<li>Implemented cybersecurity protocols and backup solutions to secure client data.</li>
<li>Researched and deployed new GPS hardware models, reducing device failure rates by 25%.</li>
</ul> at NSOROMA GPS LTD<ul>
<li>Operations Management Responsibilities:</li>
<li>Supervised a cross-functional team of over 40, including field technicians, logistics personnel, and customer service agents.</li>
<li>Developed and implemented SOPs that improved field installation efficiency by 30%.</li>
<li>Managed nationwide GPS device deployments for fleet clients, coordinating logistics, and resource allocation.</li>
<li>Maintained service-level agreements (SLAs) with clients, ensuring a 95%+ client satisfaction rate.</li>
<li>Monitored and managed the inventory of GPS tracking devices and installation equipment.</li>
<li>Generated and presented monthly operational performance reports to executive leadership.</li>
<li>IT Management Responsibilities:</li>
<li>Led the administration and technical maintenance of the Nsoroma GPS tracking platform (web and mobile).</li>
<li>Oversaw server infrastructure, software updates, and data security across internal systems.</li>
<li>Integrated third-party APIs into the company’s GPS platform for enhanced client reporting.</li>
<li>Provided tier-2 technical support for software and hardware issues, reducing resolution time by 40%.</li>
<li>Implemented cybersecurity protocols and backup solutions to secure client data.</li>
<li>Researched and deployed new GPS hardware models, reducing device failure rates by 25%.</li>
</ul> at NSOROMA GPS LTD
Spearheaded cross-functional onboarding initiatives for Assist 365, streamlining access provisioning for global support teams.
Directed migration of Amplify wikis to Engineering Hub, improving content discoverability and compliance.
Resolved escalated incidents in Tier 1, 2, and 3 technical support, enhancing SLA resolution rates by 50%.
Implemented security configurations for Microsoft 365 and Azure AD services, increasing identity security by 40%.
Managed a team of technical writers responsible for developing wiki content for Amplify features.
Facilitated weekly operational syncs and audit readiness activities, encompassing risk assessments, and SLA tracking.
Collaborated with audit teams to achieve successful third-party security audits with zero non-conformities.
Authored knowledge base articles and FAQs, decreasing support ticket volume by 15%. at Tech Mahindra AllyisSpearheaded cross-functional onboarding initiatives for Assist 365, streamlining access provisioning for global support teams.
Directed migration of Amplify wikis to Engineering Hub, improving content discoverability and compliance.
Resolved escalated incidents in Tier 1, 2, and 3 technical support, enhancing SLA resolution rates by 50%.
Implemented security configurations for Microsoft 365 and Azure AD services, increasing identity security by 40%.
Managed a team of technical writers responsible for developing wiki content for Amplify features.
Facilitated weekly operational syncs and audit readiness activities, encompassing risk assessments, and SLA tracking.
Collaborated with audit teams to achieve successful third-party security audits with zero non-conformities.
Authored knowledge base articles and FAQs, decreasing support ticket volume by 15%. at Tech Mahindra Allyis