Experience
This is an overview of my work experience. I began my career working for a small software development company named Zephyr Monitors LLC. Through my dedication in the role and the constant expansion of Zephyr Monitors, I have gained much experience and fulfilled multiple roles to fit the rapidly-changing needs of the company.
Zephyr Monitors LLC
Customer Support Specialist
October 2019 – March 2020
• Provided technical support to business owners in a variety of cloud monitoring services which served thousands of customers across North America and Europe.
• Established efficient channels of communication and offered real-time support to clients.
• Prepared client support channels for scale by developing automated systems and standard support protocols.
Zephyr Monitors LLC
Customer Support Supervisor
March 2020 – July 2020
• Recruited, trained, and managed a client support team which provided customer support for over 100 high profile clients in a variety of cloud monitoring services.
• Assisted in the establishment of a new support channel for a newly acquired company.
• Oversaw customer support channels during a period of rapid growth and effectively scaled operations by a factor of 10 without compromising quality.
Zephyr Monitors LLC
Chief Operating Officer
July 2020 – Present
• Oversaw daily operations across all branches of the company, offering a multitude of software services to thousands of business owners and hundreds of thousands of consumers.
• Recruited, trained, and managed a team of over twenty employees and contractors including directors, developers, database administrators, customer support specialists, and more.
• Organized and managed over twenty successful development projects including web development, backend development, application development, and cybersecurity.
• Negotiated two new company acquisitions and successfully migrated teams and customers.
• Developed a variety of administrative tools in Node JS that automate and simplify complex customer onboarding processes.