Mostly, I like to make and share things.
Education
UMass Lowell
- Bachelor of Science in Information Technology
- Associate of Science in Information Technology
- Certificate Program in Website Design & Development
Middlesex Community College
- Business Administration Major
Community College of Baltimore County
- Business Administration Major
University of Maryland, Baltimore County
- Interdisciplinary Studies Major (English & Business)
College of Southern Maryland
- English Major
Calvert High School
- Academy of Finance
- Marching Band - Melophone
- Concert Band - Contrabass Clarinet
Work Experience
IFS Core
Customer Success Specialist
2018 to 2019
Maintained a responsive help desk system via both email & phone using Zendesk. Assisted business partners with client setup & product training for Sage & IFS Core Products. Reported software bugs & enhancements using Jira. Assisted in software testing & QA for Product Development. Contributed to software release planning discussions. Maintained On-Call support off-hours. Programmed office phones & managed Fonality setup.
Skills: Product knowledge, Sage 100 & Sage 300 CRE, Customer Management, Software Testing & QA, Training, Client & Infrastructure Support, Release & Sprint Testing
Constant Contact
Campaign Design Specialist
2014 to 2017
Developed & delivered branded, specialized, mobile-friendly email marketing templates for small businesses. Anticipated marketing needs & provided useful, related design elements. Designed email marketing campaigns compliant with all major email clients, including Outlook & Webmail. Utilized marketing data to cross-promote other internal design products, with a focus on both sales metrics & customer success.
Skills: HTML & CSS, Photoshop & other image editors, Mobile Template Design, Color Theory, Social Media, Marketing
Customer Engagement Specialist
2013 to 2014
Created & implemented an ADA-compliant policy across the entire organization, covering 35,000 attendees. Recruited talent to build a fully staffed & responsive team. Ensured a quality experience for Make-A-Wish V.I.Ps. Created sensitivity training briefs on M.A. material for other member-facing teams.
Skills: Ability to work effectively in a high stress environment; Empathetic & confidential handling of sensitive issues; Event Planning & Implementation; Knowledge of ADA, Crowd Management, & HIPAA
Verizon Wireless
Universal Care Technician & Trainer
2010 to 2013
Drove sales by providing quality Customer Service. Led thrice weekly 90 minute workshops for new smartphone users. Managed & corrected store inventory. Ensured accuracy of displays & materials in accordance with current promotions. Developed a new training presentation, focused on helping new smartphone users, for sales use in other districts. Created boards & posters to support internal sales goals and contests.
Skills: Management of a high volume store, Developing Training Materials, Teaching Bi-Weekly Workshops, Remaining updated on capabilities of major mobile OS platforms, Conflict resolution while face to face, Building rapport & repeat business.
Customer Support Agent
2005 to 2010
Over 4 years’ experience in a fast paced inbound call center environment. Recognized for being one of the few to maintain a 0.75% churn rate in August 2008. Assisted with the training of new employees. Achieved a Leading rating with regard to low transfer rate to Tier 2. Created trainings for peers based on experience in other departments. Assisted with escalations and major account issues. Participated in focus groups tasked with monitoring call trends.
Skills: Conflict Resolution & De-Escalation Strategies, Commitment to Customer Satisfaction, Billing Systems, Data & Spreadsheet Management.
Mercantile Southern MD Bank
Bank Teller
2004 to 2005
Maintained a high level of accuracy in daily work. Trained in security protocols needed in case of emergency. Provided a quality experience for customers. Handled deposits for local businesses exceeding $500k. Prepared weekly Federal Reserve deposits and deliveries.
Skills: Discretion & accuracy when dealing with large sums of money. Ability to remain calm in high risk scenarios. Consistent adherence to security proceduces to protect customer's information. Projecting a pleasant &helpful demeanor.
Albin O. Kuhn Library at UMBC
Student Assistant
2002 to 2004
Catalogued materials submitted by professors for use by students. Recorded media on older formats to newer formats for archiving. Performed maintenance on department equipment. Edited the University catalog to reflect new or retiring media assets. Play-tested flash software to ensure proper operation on Media Desk computers.
Skills: Priority management & organizational skills. Profciency with older forms of media & equipment.
Fishing Creek Landings Marina
Store Clerk & Assistant Bookkeeper
1998 to 2002
Ran the Marina store & recorded daily bank deposits. Issued State fishing licenses. Managed monthly slip accounts & contacted customers with balances due. Recorded daily gas tank volume. Helped maintain a clean Marina that was recognized as part of a Statewide Initiative. Performed secretarial work & answered Marina mail. Operated machinery to assist with regular yard work.
Skills: Keeping clear & concise records relating to inventory & customer orders. Transcribing messages & activating order statuses for a work crew. Ability to undertake an unfamiliar task & see it through. Observance of marine laws regarding waste, gas tank maintenance, & bait disposal.
Hobbies & Volunteer Work
Otakorp, Inc
Head of Member Accessibility
2013 to 2017
Created & implemented an ADA-compliant policy across the entire organization, covering 35,000 attendees. Recruited talent to build a fully staffed & responsive team. Ensured a quality experience for Make-A-Wish V.I.Ps. Created sensitivity training briefs on M.A. material for other member-facing teams. Upon convention move to D.C. from Baltimore, updated & retrained all staffers in keeping with updated facility & district regulations.
Skills: Ability to work effectively in a high stress environment; Empathetic & confidential handling of sensitive issues; Event Planning & Implementation; Knowledge of ADA, Crowd Management, & HIPAA
Pretty Little Sparkles on Etsy
Owner
2010 to Current
Developed & designed jewelry with an eye for longterm wearing. Created marketing materials, such as banners & logos. Handled shipping & customer messages. Swapped out inventory to match seasonal trends. Explored & curated unique craft supplies.
Skills: Origami, Cross stitch, Jewelry-making, Graphic Design, Marketing, Inventory & supply management.