Stephanie Rock

Team Lead, Customer Support

Procare Solutions

Nov 2023 - Current (1 year 10 months)

• Maintain effective communication with customers across multiple channels, staying updated on software • Manage workload and attendance of customer support team, ensuring prompt escalation of concerns • Collaborate with support leadership to implement initiatives and strategies, maintaining service levels and QA • Lead or assign complex customer service issues, support initiatives like software testing and customer success • Onboarding and training new staff and identify opportunities for improving service quality and team productivity

F

Event Operations and Fulfillment Manager

FEVO, Remote

Aug 2021 - Current (4 years 1 month)

• Responsible for managing ticket operations personnel and day-to-day operations for 25+ non-integrated partners • Relied upon to thoroughly train/onboard clientele across products (4), features and hardware • Concurrently manages projects/private events from concept to completion for Enterprise and SMB customers • Clearly defines business objectives, action items and timelines while negotiating event service agreements • Diligently facilitates remote and on-site support for live events across the nation

C

Customer Support Agent

Sep 2019 - Jul 2020 (11 months)

• Responsible for answering product/service questions and making suggestions to potential customers • Relied upon to help resolve active customer issues by conducting root cause analysis, contributing product knowledge and/or seamlessly collaborating with internal engineering personal to secure a positive outcome

K

Marketing Coordinator

KENTWOOD CITY PROPERTIES

May 2018 - Feb 2019 (10 months)

• Responsible for creating marketing collateral such as brochures, postcards, flyers, as well as digital/social content • Relied upon to orchestrate marketing projects and special events

Marketing Coordinator

Outfront Media

Apr 2017 - Mar 2018 (1 year)

• Responsible for developing national marketing materials, local media kits and client-tailored media packages • Relied upon to create/manage content for the company's website, as well as across its 7 social media platforms

N

Marketing Specialist

NEIGHBORHOOD CREDIT UNION

Feb 2015 - Mar 2017 (2 years 2 months)

• Responsible for creating in-house and promotional marketing content such as promotions, web graphics/videos, newsletters, brochures, posters, flyers and postcards; managed all aspects of the WordPress website

R

Owner/Principal

ROCK CREATIVE

May 2009 - Current (16 years 4 months)

• Responsible for developing unique images for creative projects including web design, social, presentations, brochures, corporate identity, packaging and much more

Stephanie Rock

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