In my own words
— KyleI've spent the past few years in different sales and support roles and I am currently working as a Customer Success Specialist focused on driving the implementation and adoption of RMS's Property Management software within the Hospitality industry.
I am counted on for daily escalations, pushing through roadblocks and improving process implementation all while developing customer relationships that promote retention and loyalty. I work closely with our customers to provide technical support through many verticals to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.
Trajectory
Apr 2017 — Now
Customer Success Specialist · RMS North America
* Log, manage and resolve service requests in a clear concise manner, as well as the identification, classification, resolution and escalation of bugs
* Answer telephone calls and emails from clients requiring support and technical assistance
* Provide clients with detailed product information and training
* Set up and troubleshoot multiple software modules, including but not limited to PayLink, PayGuardian, MFI, and Point of Sale terminals
Sep 2016 — Feb 2017
Junior Project Manager · Commerce Acceleration Group
* Lead team to successful execution on various project types including large-scale websites, mobile apps, video production, and social media
* Assess client needs and team challenges proactively to create and enable effective solutions
* Effectively communicate client needs with team
* Oversee project scope and schedule
* Manage internal resources including designers and developers
* Nurture positive, collaborative working relationships with internal and external clients through regular communication, exemplary client services and continual expectation management
* Take ownership of project and ensure all needs are facilitated through to completion within the required time frame
* Attend and facilitate project meetings, with internal and external stakeholders
* Uphold the company’s position and integrity at all times, particularly within the realms of confidentiality, professionalism and discretion
* Communicate to executive team overall health of assigned accounts and projects
Dec 2013 — Sep 2016
Litigation Support Specialist · Parilman & Associates
* Professional responsible for high volume of legal intake and client follow up
* Authority on fostering attorney and client relationships with respect to litigation support services
* Identified as the firms “Closer.” Artfully persuade potential clients to retain the services of Parilman & Associates
* Provide comprehensive care and coordination of services for clients while they are under the supervision of the firm
Activity
Education history
Bellevue University
PRSM | 2008 - 2010
Erie Community College
AA | 2004 - 2006
