While at Sutherland, I provided high-level chat support within the Property Management and Aviation sectors. It was a fast-paced environment where I had to master the art of multitasking—often managing three to four simultaneous conversations without letting the quality or accuracy of my responses slip. I was responsible for guiding customers through complex processes, property inquiries, all while using Salesforce to document every interaction in real-time. Because chat lacks voice tone, I focused heavily on technical clarity and 'white-glove' digital etiquette to ensure customers felt supported and heard. It really sharpened my ability to diagnose problems quickly and provide clear, actionable solutions under a ticking clock.

I am a Technical Customer Support Specialist with over 3 years of experience across the Healthcare, FinTech, and Aviation sectors. My expertise goes beyond basic troubleshooting; I specialize in: Technical Operations: Managing medical equipment dispatch and diagnosing complex system malfunctions. Financial Integrity: Handling sensitive payment processing, billing disputes, and refunds with 100?curacy. High-Level Outreach: Communicating with C-suite executives (CFOs) and restaurant partners to coordinate logistics. CRM Mastery: Using Salesforce as a power user to maintain data integrity and streamline the customer lifecycle.

I acted as the primary bridge between our members and our restaurant partners. It was much more than just managing reservations—I was essentially the financial and operational gatekeeper for our clients. I handled everything from the initial booking to the final transaction, which included processing payments and managing refunds. A big part of my role was resolving billing disputes; I had to be very meticulous to ensure the numbers were always right while keeping the relationship with the restaurant management professional and smooth. It was a high-stakes environment where accuracy and 'white-glove' service were the standards. I took pride in being the person both the members and the business owners could rely on to get things sorted out without any errors.

High-Level Lead Generation: Successfully conducted B2B outbound outreach targeting CFOs and senior decision-makers to promote AI-driven business solutions. Strategic Prospecting: Qualified leads through rigorous discovery calls, identifying pain points and business needs to ensure a high conversion rate for the sales team. CRM Pipeline Management: Utilized Salesforce as a power user to manage lead tracking, activity logging, and scheduled follow-ups with 100?curacy.