Hannah Holloway

HANNAH HOLLOWAY Portland, OR 97229 - - CUSTOMER SUCCESS SPECIALIST Cloud-Based Enterprise Software Solutions PROFILE Key Member of the Sales & Customer Support Team with ability to work remotely, conduct client consultations, accurately assess customers’ needs, offer the right mix of products and services to fit customers’ requirements, demonstrate features / functionality of products, provide world-class customer support (via phone, email, online meetings, and live chat), troubleshoot and resolve technical issues, and consistently achieve the highest level of customer satisfaction and retention. PROFESSIONAL SKILLS Sales, Customer Service & Tech Support Client Consultation & Needs Assessment Business Requirements Definition Customer Satisfaction & Retention Cloud-based Team Collaboration Tools Customer Onboarding/Coaching Problem Identification & Resolution Independent & Collaborative Work Call Center & Help Desk Operations Communications / Product Demos Timeline-Based Project Management Continuous Process Improvements/QA PERFORMANCE HIGHLIGHTS ► Top Performing Sales Consultant with skill in handling inbound calls, emails, and chat sessions; a talent for establishing an intuitive rapport with clients and potential clients; and proven success with customer onboarding and retention ► Customer Care Specialist who enjoys being on the frontlines, providing technical support to customers to ensure they have a positive experience with one-touch resolution. A good listener who has empathy for the customer’s situation. A positive person who enjoys answering customers’ questions, creatively solving problems, and going the extra mile to help people, including team-mates! ► Team Collaborator who loves interacting with, problem-solving and sharing knowledge and skills with team-mates via knowledge base updates, group chat, etc. in a high-activity environment. Aptitude for documenting and sharing solutions with team and clients to continually improve customer experience. Ability to distill complex information into easily understandable language. ► Quality Assurance Mindset and Customer-Centric Focus with experience developing and implementing business process improvements to reduce call wait times and improve customer service operations. Ability to identify customers’ challenges and offer feedback to product development teams on features and functionality to meet end-users’ needs as appropriate. PROFESSIONAL EXPERIENCE TherapySites – Boulder, CO (Now a subsidiary of Internet Brands – Chicago, IL) Sales & Customer Support Worked from Home in Portland, OR January 2011–June 2016 TherapySites is a leading provider of website solutions and online marketing for 8,000+ mental health professionals with annual revenue of $4.4 million and approximately 40 employees. TherapySites is trusted by 150 affiliates, including 12 national associations. When TherapySites was acquired by Internet Brands, the company’s headquarters moved to Chicago, IL. • • Hired as a B2B customer support specialist, working remotely to provide high-end customer support, via phone, online chat, and email to support psychologists, psychotherapists, licensed counselors, and other healthcare professionals. Assisted in setting up and maintaining clients’ company websites. Handled 15-30 customer support calls per day, responded to approximately 20 emails per day, and manned the company online chat services. Answered callers’ questions about trial memberships, demonstrated product features and functionality, provided troubleshooting to resolve technical issues, and converted callers into customers by educating and coaching them in the optimal use of the product to enhance their online presence and grow their business. Established a personal connection with clients, assessed their business needs, and provided timely, individualized support. Answered a variety of questions from customers regarding website creation, including domain setup and transfer, DNS setup, and browser troubleshooting. Instructed end-users in how to use the site editor to update and customize websites including uploading photos, adding pages and content, creating external and internal links. Provided information on SEO (how to create page title tag customization and keyword-rich content, leverage contact information, and directory listings), social media setup and integration, and blog setup and integration. Using JoinMe or LogMeIn123, connected to customers’ computers remotely to troubleshoot web site setup and to highlight product features Hannah Holloway | Page 2 - |- - Helped customers with integrating 3rd party solutions such as MailChimp, ConstantContact, JotForm, PayPal, SquareSpace, and blog feeds Walked clients through setting up Google Apps on their smart phones, tablets, or with Microsoft Outlook Utilized Cerb for team web-based communication as well as proprietary CRM tools similar to SalesForce, Used Braintree payment processing system to set up and cancel customer accounts, and issue customer refunds Tracked and logged recurring customer and produce issues using Bugzilla bugtracker Served as a liaison between customers and the member services / technical support group. Referred escalations to the appropriate person who could resolve the customers’ issue. Key Achievements • Promoted from Tech Support to Sales team in 2012. Achieved top sales performer in 2013 and 2014. Sold between 50120 websites each month at a cost of $59 per month. After the introduction of the SEO package in 2015, sold the SEO package to 30% of new customers at an additional cost of $40 per month. • Assisted in developing seasonal promotions to increase sales during typically slow months. • From 2011 to 2012, frequently handled the highest volume of customer support emails and phone calls each month. • Contributed articles to the company’s knowledge base, primarily on the topics of configuring and using the website editor and integrating third party software applications. • Developed an initial customer retention plan involving updated SEO for the customer’s website and other negotiations, which resulted in retaining about 30 customers per month who planned to cancel. LaCie Customer Support Representative Hillsboro, OR December 2007–November 2010 LaCie, a subsidiary of Seagate Technologies, is a French computer hardware company specializing in external hard drives, RAID arrays, optical drives, flash drives, and computer monitors for graphics professionals. The company’s annual revenue is €351.8 million and has 450 employees. • • • • • Supported LaCie hardware and software products, including network access storage hardware (RAID product line) and backup software (Intego hard drive backup software for Mac and Genie backup for Windows). Handled inbound inquiries from customers and provided prompt, accurate answers via email. Consistently handled highest volume of emails in French from French language customers incoming from LaCie web site Created over 30 new modifiable email templates to speed up response time Stayed connected with customer until their issue was resolved Daverci Solutions Inc. Customer Care Specialist Beaverton, OR September 2006–August 2007 Daverci Solutions was a provider of cloud-based healthcare management software Provided phone support for handheld devices featuring TOCCARE eMAR, a proprietary platform for PDAs that focused on medication dispensal, time tracking, error identification and eradication, and pharmacy orders for healthcare providers working in long-term healthcare facilities. • Worked in a call center and on an on-call basis, handling real-time answers to healthcare professionals’ questions regarding use of the software in a high-pressure environment during actual performance of their duties, handling approximately 30 calls per day • Performed Q/A tests in a lab environment as updates to TOCCARE software were rolled out, collaborated with the Engineering Team to implement client suggestions. PRIOR HELP DESK EXPERIENCE Provided on-site Windows OS support (installation, updates, and troubleshooting), remote desktop administration, ghost imaging, remote administration of PC (remote desktop, terminal server), network printer setup, Microsoft Office installation, Microsoft Outlook configuration, antivirus software installation, updates and patching, and much more. EDUCATION Bachelor of Arts (BA) in Liberal Arts and Sciences (Liberal Arts and Humanities), City University of New York-Hunter College, Manhattan, NY TECHNOLOGY SKILLS Operating Systems: Mac OS X, Windows 7, 8 and 10 Browsers: Firefox, Chrome, Internet Explorer (troubleshooting, add-ons and extensions) Hannah Holloway | Page 2 - |- - JotForm, Google Analytics, and Google Apps. E-mail marketing apps and service providers (like MailChimp, ConstantContact), WhosOn chat support platform, JoinMe, LogMeIn123, Ecommerce Apps (PayPal, Squarespace), and Braintree payment processing system, CRM systems, and Bugzilla (a defect tracking system for software developers.) Online Meeting Tools: Skype, Go-To-Meeting, Zoho Document / Content Management: Google Sheets, Excel Cloud-based team collaboration tool: Slack, Glip, G Suite Technical Adaptability: Ability to learn new technology rapidly and apply knowledge to business needs.