Account Manager, Customer Experience Engineer and Application Support since 2010. Previously a web designer and front-end developer. Looking for a position as a Customer Experience Engineer, Client Success, Client Services, Product Operations Specialist or similar.

KEY ACCOMPLISHMENTS

  • Automation of Platform Processes (2010-2024): Streamlined multiple platform processes by collaborating with the development team to automate customer workflows, which reduced support tickets and improved customer satisfaction.

  • Platform Migration (2020): Successfully led the migration of hundreds of publisher accounts from a legacy platform to a new system in 2020, ensuring a smooth transition and minimal disruption to services.

  • Donut Achievement Award (2015): Recognized for receiving the highest number of digital "donuts" for assisting team members in resolving customer issues and application-related tasks.

  • CMS Implementation Project (2007): As a web designer and front-end developer at Paramore Redd, I identified and implemented Expression Engine as the optimal CMS for a large local business website requiring user accounts and logins. I self-taught the necessary coding language, successfully designed and developed the site within four weeks, and trained the client’s staff on system usage. This solution led to increased efficiency and became the agency’s go-to CMS for multiple clients.

  • Owner and Developer of TheBestDesigns.com (2000 - 2021): Founded, designed, and developed a design showcase site using Textpattern, WordPress, Expression Engine, and Craft CMS. Integrated user accounts and logins, leading to peak performance of 1.3 million impressions per month and $4,000 in monthly revenue from ads and affiliate sales before shutting down the site in 2021 to pursue other interests.

WORK EXPERIENCE

  • Account Manager & Customer Experience → BuySellAds, Remote, 2010–2024

  • Web Designer & Front-End Developer → Insite, Dallas, 2008–2010

  • Web Designer & Front-End Developer → Paramore Redd, Nashville, 2006–2008

EDUCATION

  • North Mesquite High School → High School Diploma, Honors

  • Monroe Community College → Some College, Dean’s List

REFERENCES

  • Recommendation letters from the vice president and the owner of the most recent company where I worked for 14 years.

  • Additional references provided upon request.

CONTACT ME

SUMMARY OF ROLES

  • Account Manager & Application Support: Assisted publishers and advertisers in navigating our platform for buying and selling ads. Helped troubleshoot ad code issues on publisher websites, and assisted advertisers with issues related to ad serving and creative uploads.

  • Customer Experience & Product Operations: Gathered customer feedback and insights from personal testing to drive platform improvements. Consistently sought opportunities to implement effective automation, enhancing efficiency for both customers and administrators. Collaborated with the development team to optimize our platform while maintaining a user-friendly interface to enhance the overall experience for publishers and advertisers.

  • Fraud Evaluations: Identified and assessed high-risk purchases from new customers and effectively managed merchant account disputes. Successfully defended against several fraudulent claims over the years, saving the company thousands of dollars.

  • Account Reconciliations: Supported the accounting teams of large clients with transaction and earnings data reconciliation for tax preparation. Additionally, assisted colleagues in resolving balance discrepancies during account reconciliation.

  • GDPR Compliance Process: Established a process for the secure deletion of customer data with account closure requests to ensure compliance with GDPR laws.

  • Web Design & Front End Development: I began my career as a web designer and front-end developer. This background enabled me to effectively understand and interpret our customers' needs, allowing me to propose actionable ideas and improvements to our development team.

My Motto: Automate Everything. I always look for ways to automate processes that can enhance efficiency to benefit customers and internal staff.

My Passion: I love helping people, solving problems and making systems easier to use.