Sofia B Gleeson

Participated in rollout of offshore Customer Support operation in India by creating all training content and delivering all onboardings over a 3 month period to a team of 5 in Hyderabad. Con...

FiveStars is the rewards program for small businesses that's proven to bring customers back more often. Through unique rewards and personalized service, FiveStars helps everybody be a VIP. F...

Assisted with transition from Desk.com to Salesforce Service Cloud CRM. Instrumental in phone system rollout from Talkdesk to building out ShoreTel IVR with self help and call routing.

Developed efficient processes to increase productivity across all support representatives and closely monitored team-wide metrics. Managed customer-facing interactions in Desk.com by composi...

Used clear communication skills to resolve a wide range of customers issues via email and phone. Mastered use of customer support software including Zendesk and Salesforce.

Created process for graphic design team to access digital assets in online database. Corrected marketing campaigns by identifying faulty mailing lists.