Terrianne Elder

• Rapid internal promotions within first year of employment beginning with Customer Success Specialist, to Project Manager, to current role of Onboarding Specialist/App Specialist.
• Conducted client onboarding and support services, including 1:1 and group training for clients, technical troubleshooting, and product support.
• Researched and created educational content, including writing, creating, and designing training materials, webinar scripting, presentation design, recordings for public distribution, and blog post content.
• Developed and maintained internal and external relationships crucial to company growth and client retention, serving as client liaison.
• Managed client projects, including hosting initial client discovery sessions, gathering client input on product design, layout, and implementation, building client app products based on client discovery information to client specs, adding app menus, in-app content, submission to Apple/Google Play app stores, Apple Developer Account setup, product live testing, and product release to client.
• Conducted SaaS and B2B product testing, review, and implementation.
• Provided technical product support and troubleshooting, including adding/updating product content, troubleshooting product issues, and providing technical support for product issues across multiple device types, including Mac, PC, Apple (iOS), and Android.
• Worked with multiple software products, including but not limited to SalesForce, Slack, MSTeams, Zoho, Jira, Trello, Confluence, Hubspot, iOS, Android, Mac, PC/Windows MS Office, Excel, Word, PowerPoint, Vidyard, BombBomb, OpenVPN, IWAS.
• Reviewed onboarding processes regularly, identifying and correcting deficiencies.
• Maintained regular schedule of onboarding classes, one-on-one meetings, and transitional hand-offs to supervisors.
• Assessed onboarding systems against company needs and made improvements at level of company, department and job type to align with needs.
• Wrote surveys, course material and handbooks for different onboarding needs.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Collaborated with different staff and management to facilitate department-specific onboarding.
• Developed and updated onboarding materials, keeping pace with changes to market place and company.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Participated in team meetings and training sessions to stay informed about product updates and changes.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Cultivated customer loyalty, promoted repeat business, and improved sales.
• Collected customer feedback and made process changes to exceed customer satisfaction goals.

• Tier 2 Management: Educated and supported new agents in software application and usage, technical troubleshooting, customer support, issue resolution, and client de-escalation
• Provided guidance to new agents in middle management role
• Maintained high level of professionalism while developing rapport with customer
• Provided problem-solving, issue resolution, and client de-escalation
• Analyzed work-related issues and provided efficient solutions for customers/clients
• Technical Proficiency: Experienced in Windows, Mac/Apple, and Android products, Microsoft Office, Excel, internet navigations, Citrix, Okta, and remote desktop applications including SRW, VPN, Zendesk, Salesforce, Slack,
• CMS, Zoom, and Web-ex
• Provided superb technical experience with SaaS platforms including client software and apps (including TurboTax app, knowledge bases)
• Advanced technical troubleshooting and support for
• PC/Windows, Mac, Apple iOS, and Android
• Customer Service Skills: Superb customer service skills, issue resolution, and mediation skills in dealing with unhappy customers
• Consistent high-quality scores in CSAT as well as internal metrics
• Independent Judgment: Exercised independent judgment in developing, organizing, and carrying out departmental and organizational responsibilities.
• Educated clients on account services and resolved client inquiries regarding statement information and account balances.
• Consulted with customers to assess needs and propose optimal solutions.
• Entered customer interaction details in sales system to track requests, document problems, and record solutions offered.
• Communicated with clients regarding account services, statements, and balances.
• Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Adapted to new applications and maintained knowledge of current technologies.
• Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
• Addressed customer account discrepancies and concerns.
• Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Managed high levels of call flow and responded to technical support needs.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Explained security measures in simple terminology to help users understand malware and phishing threats.
• Translated complex technical issues into digestible language for non-technical users.
• Used ticketing systems to manage and process support actions and requests.

• Drafted professional memos, letters, and emails to support business objectives and growth.
• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
• Maintained company handbook to outline policies and provide insights to company mission and values.
• Scheduled office equipment repair and maintenance to extend equipment lifespan and prevent unplanned downtime.
• Edited documents to improve accuracy of language, flow, and readability.
• Restocked supplies and submitted purchase orders to maintain stock levels.
• Assisted coworkers and staff members with special tasks on daily basis.
• Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
• Volunteered to help with special projects of varying degrees of complexity.
• Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
• Established administrative work procedures to track staff's daily tasks.
• Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
• Liaised between clients and vendors and maintained effective lines of communication.
• Opened and properly distributed incoming mail to promote quicker response to client inquiries.
• Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
• Managed filing system, entered data and completed other clerical tasks.
• Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.

Fulfilled the opportunity to focus on parenting.

• Processed travel expenses and reimbursements for executive team and senior management group.
• Answered high volume of phone calls and email inquiries.
• Organized and coordinated conferences and monthly meetings.
• Screened calls and emails and initiated actions to respond or direct messages for managers.
• Supported business and hospitality needs of corporate partners and staff during meetings and company events.
• Developed and maintained automated alert systems for important deadlines.
• Handled confidential and sensitive information with discretion and tact.
• Used advanced software to prepare documents, reports, and presentations.
• Conducted research and analyzed data to provide detailed reports on various business topics.
• Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
• Updated spreadsheets and databases to track, analyze, and report on performance and project data.
• Transcribed meeting minutes to support sales, business development and senior management teams.
• Screened calls and emails and responded accordingly to support executive correspondence.
• Volunteered to help with special projects of varying degrees of complexity.
• Filed paperwork and organized computer-based information.
• Upheld strict timetables by maintaining accurate, balanced calendars.
• Promoted team productivity by keeping supplies organized and well-stocked.
• Managed mail and both incoming and outgoing correspondence, mail, email and faxes.
• Screened personal and business calls and directed to appropriate party.
• Handled logistics, catering, agendas and travel arrangements for meeting and event planning for board of directors, president and executive vice president.
• Updated and maintained confidential databases and records.
• Created and managed office systems to efficiently deal with documentation.
• Streamlined operations and prioritized tasks, allowing senior staff to increase productivity.
• Took notes and dictation at meetings.
• Coordinated events and worked on ad hoc projects.
• Worked with senior management to initiate new projects and assist in various processes.
• Led staff and vendors in providing high level of service for owner and guests.