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Work experience

Nov 2013Present

Technical Support Specialist

Alchemy Systems
-Delivering coordinated solutions to technical issues, liaising between clients and internal team of technical agents and account managers to resolve all problems expediently. -Managing client communications via email and phone, responding to inquiries in timely manner and providing sound advisement on software and services to drive customer satisfaction and loyalty.
Nov 2012Aug 2013

Contract Sales Engineer Level 1 Support Representative

HomeAway
-Directed delivery of coordinated solutions to technical issues, liaising between clients and internal team of engineers, property managers, and account managers to resolve all problems expediently. -Managed client communications via email and phone, responding to inquiries in timely manner and providing sound advisement on products and services to drive customer satisfaction and loyalty. -Produced cogent reports on daily basis explicating all opened and closed technical support cases. -Generated in-depth quarterly reports on service activities in collaboration with senior personnel. -Interfaced regularly with third-party software companies as primary technical support contact. Select Accomplishments: -Built new role within sales support side of company’s property management business unit, resulting in establishment of unprecedented service level and personal promotion from contract to full-time. -Designed and implemented efficient processes to optimize technical support function performance. -Provided effective training to newly hired team of four on critical PM sales support functions.
Nov 2011Nov 2012

Apple Support Representative

Apple
Coordinated intake and processing of apple orders, leveraging technical proficiencies with internal databases and systems to accurately input requests; reinforced business team by providing support for key SMB transactions.
May 2011Nov 2011

AOS Chat Representative

Apple
-Managed high volume of customer sales inquiries, delivering informed responses to product questions and offering product and service recommendations to consistently achieve sales quota each month. -Resolved customer complaints in timely, expedient manner to prevent escalation and ensure product and company satisfaction.

Education

Jan 2004Jan 2008

B.F.A

University of Mary-Hardin Baylor

2008

19992003

High School Diploma

Pearland High School

2003

Skills

SaaS
Netsuite
Sales Operations
Sales
Customer Satisfaction
OS X
SAP
Microsoft Office
iPhone
iLife
iWork
Salesforce.com
Adobe Creative Suite
Photoshop
Social Media
Mac
CRM
Training
Cross-functional Team Leadership
Facebook

References