Knowledge Builder, Customer Success, Woodworker
Send a job offer directly to this candidate
Ran all marketing and social media for a family business. Educated prospective customers on different woodworking plans and answered a series of questions on how to prepare and build for certain projects. Built projects myself and with a team for education videos posted on YouTube. Built step-by-step plans for certain woodworking projects.
Marketing Manager, Social Media Manager, Woodworker at King's Fine Woodworking (2023-10 – Present)
Ran all marketing and social media for a family business. Educated prospective customers on different woodworking plans and answered a series of questions on how to prepare and build for certain projects. Built projects myself and with a team for education videos posted on YouTube. Built step-by-step plans for certain woodworking projects.
Customer Care Hardware Expert at Toast (2021-12 – 2022-04)
Took escalation calls from Tier 1 support to assist with more difficult issues, often without an immediate fix. Educated customers and Tier 1 agents alike on processes, policies, and troubleshooting steps for hardware and software. Built relationships with new and long-term customers to ensure resolution on new and ongoing cases. Assisted with team huddles and training for my team members and other teams. Built training and education documents for all teams within customer care.
Customer Care Hardware Expert at Toast (2023-01 – 2023-10)
Customer Escalations at Toast (2022-04 – 2023-01)
Repaired and managed relationships with escalated customers by coordinating permanent resolutions to ongoing issues and unanswered questions. Rebuilt trust with customers reaching out to Senior Leadership when the normal level of support was not enough. Educated new and long-term customers about Toast hardware and software to avoid future issues and roadblocks. Utilized Salesforce, Slack, Netsuite, and the entire Google Suite to manage and investigate cases and issues.
Customer Care Representative at Toast (2020-11 – 2021-12)
Answered 10-20 incoming calls from restaurants across the country to help resolve issues, order or replace hardware and answer general questions about Toast POS. Educated customers about Toast hardware and software as to ensure a permanent resolution on each call. Supported team members by answering questions posted by other agents in the internal chat system.
Salesperson at Honda Cars of Bellevue (2020-03 – 2020-05)
Educated prospective customers on different vehicle models and features to find the best one to match their needs. Worked with internal departments and finance managers to find resolution for 1-3 customers each day.
Consultant/Acting assistant manager at Zales (2016-07 – 2019-11)
Educated new and long-time customers on different metal and gemstone options to find the best piece for a variety of situations (Proposal, birthday, anniversary, etc). Managed up to 2 daily cash drawers, including opening, closing, and balancing the drawer and followed all safety procedures in order to deposit any cash at the end of the day. Maintained the store by doing basic repairs and upkeep.
Helped build a new, updated training manual for new-hires at the store and led any training in person.
Salesperson at Nebraska Furniture Mart (2018-04 – 2019-08)
Educated new and long-time customers on different living room furniture, large appliances, and computers and tablets to fit their short and long term needs. Performed my own investigation into new brands and pieces on the floor so I was always up to date on products and inventory.
Mathematics and Music Performance – Metropolitan State University (2013-01 – 2014-01)
