Stephanie Lundberg
Delivering Solutions in Customer Support, Success, and Content
- Northern Virginia
- [email protected]
B.A. in Communication Arts from the University of Denver
Over 6 years of customer support experience
Over 8 years of proven success in remote work
Over 14 years of professional experience in the non-profit, government, military, media, healthcare, and business industries
Provides quality, personalized support across phones, chat, email, and social media
Implemented ProTrainings help center, writing over 60 articles
Supported more than 3,900 customers by email since June 2015
96% average customer satisfaction rating since June 2015
Customer Support and Moderation
Onboarding and Success
Knowledge Base Management and Technical Writing
Operations
Writing and Marketing
Writing, Knowledge Base, & Consultative Content and Design Samples
Bachelor of Arts, Communication Arts
University of Denver
November 2011
Front End Development Certification
freeCodeCamp
In Progress
Web Development Track
Codecademy
In Progress
Inbound & Sales Enablement Certifications
Hubspot
In Progress
Google Developer Challenge Scholarship 2018 Recipient
Writing, Knowledge Base, & Consultative Content and Design
Answering email, saved replies, tagging, basic workflows, reporting, Docs
Community, calendar, projects
Answering tickets, basic automations, macros, enrolling and managing agents and channels, basic reporting, setting up and using Guide, Voice, and Chat
Answering tickets, basic reporting, saved replies, managing knowledge base
Answering comments, tweets, chatting in Facebook Messenger, basic reporting
Zendesk, Slack, SnapEngage, Campfire, Flowdock
PC, Mac, Microsoft Office Suite, Google Suite
08/2014 - 03/2015: Mason Co. Parent Liaison (Remote), MLO Great Start Collaborative,
07/2010 - 12/2012: Staff and Freelance Reporter, Glimpses of Guam, Remote
08/2010 - 09/2011: Program Analyst IV (JRM), FSS Alutiiq LLC, Nimitz Hill, Guam
04/2010 - 11/2010: Purchasing and Logistics Assistant, Shimbros Inc., Maite, Guam
08/2009 - 12/2009: Marianas Range Sustainment Support, GuamTemps, Naval Base Guam
02/2009 - 06/2009: Certified Nurse Assistant (PRN), Centura Health, Colorado Springs, CO
01/2009 - 06/2009: Medical Records Admin, WSI Personnel Staffing, Colorado Springs, CO
07/2007 - 10/2008: Special Ops Technician, Casper-Natrona Co. Health Dept., Casper, WY
07/2006 - 07/2007: Natrona County Medical Reserve Corps Coordinator, CNCS, Casper, WY