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Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 xxx-xxx-xxxx ~


Technical Product Specialist, with strengths in interpersonal relationship development and support, seeking to utilize in-depth experience in an Account Management or Marketing assignment

Profile of Qualifications


  Bachelor of Arts in Communication, with Technology Concentration; exceptional skills in interpersonal relationship development with a focus on identifying and meeting customer needs while resolving problems/issue resulting in client satisfaction

  Highly experienced in managing all aspects of networking and partnership development; serve as trainer for colleagues as well as management personnel in remediating issues that inhibit growth of strong, supportive alliances

  Successfully utilize broad scope of available technologies in concert with Subject Matter Experts toward building consensus on optimizing use of social media platforms and other methodologies as vehicles for organizational expansion

  Strengths in overseeing associate work delivery, developing schedules and taskings, and managing multiple budget-related actions toward optimizing financial returns

  Demonstrable capabilities in using Kaizen methodologies for problem root cause identification, resolution development and solution implementation


Professional Synopsis


FareHarbor, Denver, CO 2017 Present

Technical Product Specialist

       Effectively meet responsibilities for troubleshooting wide array of problems/issues affecting proper functioning of dashboards, networks, hardware/printers and other peripherals, as well as billing and integration errors involving FareHarbor software.

       Manage issues utilizing email and telephone calls in providing highest levels of customer support by actively listening, identifying problem(s) and collaboratively interfacing with customer(s) to resolve them.

       Additionally provide strong support for other organizational departments in meeting customer needs; areas include payment processing, account management and channel development; also assist clients in accessing accounting and other financial-related issues on personal dashboard by implementing knowledge of software reporting tools/methodologies.


Nationwide Insurance, Columbus, OH 2015 2017

Customer Advocacy Coordinator FareHarbor (2015-2017)

       Provided assessment and analysis of multiple feedback messages posted on social media to identify a wide array of issues/problems with potential, when resolved, of providing crucial opportunities for organizational improvement and growth; continually interfaced with requesting associates, SMEs and senior management.

       Served as a gatekeeper for complaints, routing appropriately and diligently following-up to ensure prompt resolution as well as timely response to complainants, as directed by organizational procedures/guidelines.

       Participated in onboarding process for new team associates, including coaching and providing feedback throughout process; facilitated use of surfaced opportunities for improvement in associates performance as well as team procedures.

       Assessed variety of escalated situations to determine need for additional investigation and interacted with relevant SMEs to identify appropriate responses and actions.


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Professional Synopsis continued from Page One .


Personal Lines Member Care Representative II (2014-2015)

       While managing 40+ calls from internal/external members on daily basis, provided outstanding member support utilizing array of procedures; regularly communicated policy-related information to policyholders, agents and other representatives, facilitated changes to policies, responded to any questions concerning policies or billing issues, received payments and ensured that proper documentation was supplied.

       Consistently reinforced company position on providing highest levels of customer car by proactively interacting with customers and skillfully diagnosing customer issues at a foundational level, developing solutions that balanced customer requirements with organizational policies/procedures/guidelines.


Endurix National Staffing, Columbus, OH 2013


       Collaborated with hiring managers to ensure hiring criteria as well as job descriptions closely reflected the required skills, competencies and experiences required to meet needs of position; designed/implemented recruiting plan that included posting position on the Internet as well as internally, and placing advertisements in various media when necessary.

       Carefully monitored email for responses, disseminated information on qualified candidates to appropriate hiring manager, and monitored/tracked applicants in system; was responsible for pre-screening applicants to surface qualifications and potentially recommending applicant for consideration.

       Followed-through with in-person or telephonic interviews to serve s a conduit of company information to approved candidates and was tasked with performing reference and background investigations.


PCN Network Closings, Pittsburgh, PA 2012 2013

Scheduling Team

       Served in liaison role with responsibilities for scheduling real estate closing appointments with customers and legal representatives.

       Expertly qualified opportunities between company resources and prospective customers to identify business opportunities; skillfully managed any escalations of customer processing or scheduling issues through to resolution.





The Ohio State University, Columbus, OH

Bachelor of Arts, Communication; Technology Concentration, 2011

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