Alexis Whitworth

EXPERIENCE

Client Engagement Specialist
Cosentus / Jan. 2022-Nov. 2024
Perform agreement audits to verify accuracy in all systems / Onboard new clients / Create quotes for equipment and services / Introduce and demo new billing and client portals to customers / Work with internal team to communicate and resolve any misunderstandings or questions / Follow up with neutral or negative ticket reviews / Review invoices for accuracy / Answer client billing questions / Configure and audit PSA syncing tasks / Configure and maintain our ConnectWise suite of products / Manage the ticket queue / Dispatching tickets to the team / Supporting the Tier 1 team / Assisting with internal projectsHelp Desk Manager
Cosentus / June 2021-Dec. 2021
New employee training / Coordinating with the team for client onboardings and offboardings / Manage the ticket queue / Dispatching tickets to the team / Supporting the Tier 1 team / Assisting with internal projects / Identify and resolve technical issues / Maintain an expert knowledge of devices, programs and operating systems / Provide support from multiple sources / Proactively follow up with customers to ensure issues are resolved / Document the technical issue and resolution / Stay current with developments, bugs and fixes, and other important changes / Coordinate with the team when an escalation of a ticket occurs / Collaborate with the team to update internal documentationTechnical Support Specialist (Tier 2) / Technical Support Associate (Tier 1)
Avitus Group / Cosentus / Aug. 2019-June 2021
Software troubleshooting, specifically Microsoft products and web browsers / User management in Microsoft 365 Admin portal and Active Directory / Hardware troubleshooting, specifically printers, laptops, desktops, and networking equipment / Maintain an expert knowledge of devices, programs and operating systems / Provide support from multiple sources / Proactively follow up with customers to ensure issues are resolved / Document the technical issue and resolution / Stay current with developments, bugs and fixes, and other important changes / Coordinate with the team when an escalation of a ticket occurs / Collaborate with the team to update internal documentation / New employee trainingVice President of Operations / Customer Support Lead / Customer Support
carGO Technologies / Nov. 2017-July 2019
Maximize efficiency for the entire customer support team / Monitor market growth / Perform employee evaluations / Handle driver accidents, incidents and high level customer support emails / Oversee the daily and weekly reports that pay drivers and restaurants / Evaluate app and dashboard issues to accurately describe and submit to technology team to fix / Multitasking while monitoring panels / Provide support to drivers, business partners and customers / Organize the creation of menus and other business partner onboarding tasks / Train new customer support team members

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