Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Trista Mason

Roseville,USA

Summary

Tech-savvy innovator with hands-on experience in emerging technologies and a passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.

Hardworking and passionate job seeker with strong organizational skills eager to secure Mid-level Project Management position. Ready to help team achieve company goals.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Sr. Customer Support

Ingenio
05.2020 - Current
  • .As the first point of contact for customers and advisors, I handle account-related inquiries involving Direct Deposits, Taxes, payments, charges, billing issues, and technical concerns with he website.
  • I take detailed notes of every interaction and pass them on to our technical team, Play fair, or our trust and safety teams (risk Management).
  • View issues in Splunk and the Risk Management tool.
  • When Advisors report unauthorized charges, I record all relevant information.
  • Managed approximately 30 incoming calls, 20 -30 emails a day.
  • I communicate with the team through Slack and email to resolve payment and unauthorized charge issues.
  • Adhere to our OKR, SLAS, and company policies to meet our goals.
  • Conduct thorough research and provide clear explanations about payments and charges.
  • Work with Simple Habit payments and accounts.
  • Update the RM tool regularly and provide detailed notes to the team regarding payments.
  • I multitask by handling emails, phone calls, and chats while taking detailed notes of every conversation.
  • Despite receiving a high volume of calls and chats, I ensure that I provide clear and concise notes of what transpired during each interaction.
  • Work directly with Stripe, admin dashboard for payment, refunds, and credits.
  • Update the listings visible to customers on the site.
  • Add, remove, or change photos and information on the site.
  • Remove or reset feedback left by customers.

Customer Support

Minted
10.2019 - 03.2020
  • Respond to and bring resolution to customer inquiries via phone and email in accordance with our policies and procedures with accuracy, empathy, and grace.
  • Provide customers with support about Minted products and promotions, as well as general order information.
  • Document customer interactions thoroughly and accurately in our CRM (Salesforce).
  • Provided customer support and technical support to 60 customers daily.
  • Respond to and resolve customer inquiries on a timely basis to ensure high customer satisfaction and service experience.
  • Identify and escalate priority issues that require immediate attention.
  • Identify opportunities for improving the customer experience and share with our Customer Service leadership team.
  • Use payment processors within Salesforce to make payments, apply credits, and remove incorrect charges to the accounts.
  • Drove change and improvement for the customer support team by identifying enhancements and forwarding suggestions to senior leadership.
  • Reviewed user feedback and customer support tickets to identify pain points within the public user base.
  • Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.

Education

Psychology -

Upper Iowa University
Madison, WI
01.2013

Skills

  • Customer service
  • Fraud prevention
  • Collections
  • Data entry
  • Communication skills
  • Handling challenging accounts
  • Excellent communication
  • Organization
  • Troubleshooting
  • Time management
  • Organizational skills
  • Flexible and adaptable
  • Social perceptiveness
  • Active listening
  • Conflict resolution
  • Interpersonal communication

Accomplishments

  • Collaborated with the Risk Management team in the development of .
  • Documented and resolved Many technical issues, which led to a smooth process on the site.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved product issue through consumer testing.
  • Featured on the careers page of the company https://www.ingenio.com/careers

Certification

  • Project Management Training - 6 Months

Timeline

Sr. Customer Support

Ingenio
05.2020 - Current

Customer Support

Minted
10.2019 - 03.2020

Psychology -

Upper Iowa University

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Trista Mason