Support retail banking customers by resolving account-related inquiries, managing escalated situations, and providing specialized customer support services. Following strong performance and tenure, I was selected to join the Customer Relations Unit (CRU), a higher-level support team responsible for more complex customer situations. Key responsibilities include: • Assist customers with checking accounts, savings accounts, certificates of deposit, debit card services, transaction concerns, and account maintenance requests. • Verify customer identity and follow banking security procedures to protect customer information. • Evaluate customer situations and determine appropriate resolution paths or department referrals. • Document customer interactions in accordance with banking compliance and company standards. • Handle escalated customer situations, supervisor-request calls, dispute-related inquiries, language-line calls, and Level 2 support situations. • Apply banking policies and procedures to resolve customer concerns within authorized guidelines.

Supported employees, employers, accountants, payroll administrators, and bookkeepers using Gusto's payroll platform. Progressed through phone, chat, and email support channels based on performance and product knowledge. Key responsibilities included: • Assisted customers with payroll processing, payroll cycles, off-cycle payrolls, tax-related payroll questions, and time-tracking features. • Guided users through account management, payroll workflows, and platform navigation. • Utilized internal support tools to investigate customer account issues and provide accurate guidance. • Performed customer-authorized account modifications in accordance with company compliance requirements. • Identified expected platform behavior, investigated customer concerns, and escalated complex issues through appropriate channels. • Maintained professional communication while handling sensitive payroll and tax-related discussions.

I supported customers using monday.com, helping organizations improve workflows, configure automations, and optimize business processes. Over the course of my time supporting the platform, I progressed through Core 1, Core 2, Core 3, and Premium Support functions based on product knowledge, platform expertise, and support performance. Key responsibilities included: • Supported customers ranging from small businesses to Enterprise organizations. • Assisted customers with workflow design, business process optimization, and platform adoption. • Configured and troubleshot automations, integrations, dashboards, workforms, permissions, reporting tools, and account settings. • Guided customers through CRM implementations, sales pipelines, lead management systems, onboarding workflows, project management processes, and warehouse management workflows. • Conducted screen-sharing sessions to understand customer requirements and deliver personalized platform guidance. • Supported advanced platform functionality, including Enterprise features, API-related troubleshooting, webhook-related troubleshooting, and cross-board workflow automation. • Investigated reported platform issues, validated expected behavior, reproduced potential defects, and prepared escalations when necessary. • Collaborated with Enterprise support resources to assist complex customer environments.