Mary N. Gentile
Augusta,GA
Summary
I'm a Senior Customer Service Advocate, with over a decade of experience in resolving complex customer inquiries in a fast-paced environment. My college education in HCI makes me uniquely well-suited to resolve highly technical issues with compassion, empathy, and accuracy. My desire to help people, and ability to learn quickly, enables me to deliver easily digestible resolutions.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Customer Service Advocate
Daxko
Remote In Augusta, GA
07.2023 - Current
- Provide accurate product information and thoughtful solutions to client inquiries via phone calls, emails, and live chat for multiple softwares.
- Research potential software defects and escalate when appropriate.
- Promote customer delight and satisfaction by brainstorming alternative solutions to meet clients' needs when accounting for software limitations.
- Help team members with complex cases and research efforts, averaging 60 or more assists a month.
- Conduct 'What Happens Next' presentations to transition new clients from the Launch team to Customer Support.
- Write Knowledge Articles for commonly asked questions and utilized features.
- Ensure client contact information is kept accurate within Salesforce, our ticketing system.
- Swap between support methods and hours as the team's needs dictate.
- Created a proactive case management dashboard to ensure our client's needs are being addressed in a timely manner.
Library Concierge
Rochester Institute of Technology, RIT
Rochester, New York
11.2017 - 05.2021
- Assisted library patrons with wayfinding, locating books, and common technical issues in the computer labs.
- Completed After Action reports to document commonly asked questions and issues, to implement methods to reduce related inquiries.
- Organized and shelved over 40,000 books in 40 hours, without assistance.
- Identified books in need of repairs, and completed simple ones onsite.
- Labeled and indexed the library's new high-density shelving system.
- Enforced library rules and regulations.
Education
Bachelor of Science - Human Centered Computing
Rochester Institute of Technology
Rochester, NY05-2022
Skills
- Adaptable
- Communicative
- Critical thinking
- CSS [Intermediate]
- Detail-oriented
- Elucidator
- Empathetic
- Fast Learner
- HTML [Intermediate]
- Intercom
- JavaScript [Beginner]
- Pattern recognition
- Reliable
- Salesforce
- Self-management
Certification
- Comptia A+ [May 2017]
2020 CO-OP Project
Website Designer & Developer
Scranton Label | Remote in Scranton, PA | Summer 2020
- Identified key needs and desires for client's new website and built upon a BootStrap 4 template.
- Completed an iterative design process utilizing UX/UI tools such as empathy maps, wireframes, interactive prototypes, and demo sites.
- Developed a written document detailing how to make crucial edits to the code base, such as employee changes, to ensure client could maintain the site themselves.
- Deployed the new website to their website hosting provider, at scrantonlabel.com.
Accomplishments
- Customer's Champion 2024
- Three Time KPI Winner of the Month
- Girl Scout Gold Award
References
References available upon request.
Timeline
Senior Customer Service Advocate
Daxko
07.2023 - Current
Library Concierge
Rochester Institute of Technology, RIT
11.2017 - 05.2021
Bachelor of Science - Human Centered Computing
Rochester Institute of Technology
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