Program Ready Trainer I

Jul 2025 - Present

Led onboarding initiatives for new hires, achieving a 30% reduction in the onboarding time while ensuring proficiency in product use. Designed and facilitated advanced training sessions that improved staff productivity metrics by ~25%. Developed comprehensive support strategies that maintained high quality service standards across all communication channels.

Subject Matter Expert

Oct 2024 - Dec 2024

Provided advanced technical support for Tier 1 consultations, enhancing team efficiency through real-time problem solving. Delivered actionable feedback that improved service quality and increased customer service ratings by approximately 15%. Coached Tier 1 experts on complex issues, fostering a supportive learning environment that led to higher performance metrics.

Customer Service Representative & Technical Support II

Feb 2019 - Jun 2025

Resolved complex QuickBooks inquiries regarding financial reporting and payroll, enhancing customer satisfaction and loyalty. Managed full-cycle accounts payable/receivable and payroll processing, ensuring timely and accurate financial records. Implemented troubleshooting procedures that improved data integrity and minimized report discrepancies by ~20%.