TRICIA KING
Legendary Event Security
Denver,CO
16
years of professional experience
Customer-focused professional with over ten years of experience in delivering exceptional technical support and onboarding services in software start-up environments. Passionate about solving complex problems, enhancing operational efficiency, reducing response times, and exceeding performance objectives through data-driven insights and customer-centric initiatives.
Work History
HR and Operations Manager
4 Months- Directed event security operations, aligning staffing, access control, and site procedures with client requirements.
- Developed post orders and operational plans for crowd management, emergency response, and perimeter protection.
- Trained supervisors and officers on radio protocols, incident reporting, and guest screening standards.
- Monitored schedules, assignments, and deployment changes to maintain efficient event coverage.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
Account Manager
1 Year 9 Months- Maintained communication with assigned accounts to ensure all buildings remained in compliance with local fire safety requirements.
- Oversaw more than $5,000,000 in account revenue annually
- Developed and renewed contract agreements with new and existing customers to ensure continued compliance and service delivery
- Preserved customer relations by facilitating a positive relationship between technicians and customers in order to upsell services for following years and add additional time and material testing onto contract agreements
- Cultivated strong customer relationships by coordinating between technicians and clients, resulting in successful upselling of services and additional contract enhancements
- Delegated emergency and routine service calls to appropriate departments and ensured timely scheduling and resolution, enhancing overall customer satisfaction
- Industry: Fire Safety Services
- Areas of Expertise: Contract Negotiation
- Customer Communication and Management
- Customer Retention and Engagement
- Fire Safety Inspection Report Analysis
- Customer Feedback Interpretation and Implementation
Head of Customer Operations
5 Months- Introduced SaaS fees for existing customers and established the fee structure in collaboration with the CTO, CEO, and engineering team. Authored transparent announcements for all customers, managed reactions, and integrated an automated billing system into the existing software to reduce customer complaints and ensure effective fee collection.
- Enhanced lead engagement and improved customer relationship management by planning and executing an automated follow-up campaign, resulting in increased account yield.
- Drove client engagement and user acquisition through development of referral programs, design of a reward structure, and creation of customer-specific referral links.
- Streamlined software update implementation by compiling customer feedback and identifying features aligned with user needs.
- Industry: Fintech
- Areas of Expertise: SaaS Fee Structure Implementation
- Customer Communication and Management
- Customer Retention and Engagement
- Automated Onboarding Processes
- Referral Program Development
- Feedback Analysis
Director, Customer Service
1 Year 3 Months- Created detailed training videos with voiceovers and text for each software component and feature, along with providing customer support through direct video links. Liaised between customers and the engineering team to prioritize new feature development based on customer feedback. Strategized optimal approaches for customer training and acquisition in coordination with customer success, sales, and marketing teams.
- Delivered technical customer support and resolved complex issues, increasing user satisfaction and fostering strong customer relationships.
- Increased online visibility and audience engagement through targeted email marketing campaigns and social media metrics.
- Reduced need for training meetings by creating and maintaining knowledge base with detailed charts, articles, and visual aids for all software features
- Industry: Dentistry and Orthodontics
- Areas of Expertise: Customer Training and Support
- Customer Feedback Integration
- Cross-Functional Team Collaboration
- Technical Issue Resolution
- Account Management and Onboarding
- Email Marketing Campaigns
Customer Support Escalations Agent
5 Months- Managed escalated issues, coordinating with internal teams to deliver timely follow-up and resolution.
- Resolved complex customer inquiries using CRM and ticketing systems while maintaining accurate case records.
- Trained new support staff on service procedures, documentation standards, and communication best practices.
- Streamlined response workflows, improving consistency across email, phone, and chat support channels.
- Interpreted customer concerns, identified root causes, and provided clear troubleshooting guidance.
- De-escalated difficult interactions with professional communication and solutions-focused support.
- Monitored recurring service issues and recommended process improvements to reduce repeat contacts.
Customer Support Representative
2 Years 1 Month- Provided technical expertise, resources, and strategic guidance to front-line support agents to address key customer requests and issues.
- Engaged customers to troubleshoot complex problems, escalating critical issues to engineering team for specialized intervention
- Managed software and hardware training programs, ensuring compliance with key performance indicators
- Provided strategic guidance to front-line support agents, enhancing problem-solving capabilities and customer interaction skills
- Customer Engagement and Interaction
- Escalation Management
- Software and Hardware Training
- Performance Management
- Resource Allocation
- Guidance for Support Teams
Behavioral Technician
6 MonthsCustomer Experience
4 Years 4 MonthsGeneral Manager
4 Years 7 MonthsEducation
Bachelor of Arts (BA) - Psychology & Sociology
Skills
Customer relationship management
Onboarding
training
and development
Technical Support
CRM System Proficiency
Workflow optimization
Time Management
Schedule management
Multi-Channel Support
Customer Issue Resolution
Client management
Communication Skills
Product Knowledge
Timeline
HR and Operations Manager
Legendary Event Security
06.2026 - CurrentRead More
Account Manager
Pye-Barker
09.2024 - 06.2026Read More
Head of Customer Operations
Tola
09.2023 - 02.2024Read More
Director, Customer Service
SmileSnap
06.2022 - 09.2023Read More
Customer Support Escalations Agent
Lightspeed Commerce
01.2022 - 06.2022Read More
Customer Support Representative
SmileSnap
05.2020 - 06.2022Read More
Behavioral Technician
HSS
11.2019 - 05.2020Read More
Customer Experience
Nordstrom
09.2015 - 01.2020Read More
General Manager
DP Dough
02.2011 - 09.2015Read More
University of Colorado At Denver
Bachelor of Arts (BA) from Psychology & Sociology
Read More