Alexis Whitworth

Technical Support
Client Engagement Specialist
Project Management
Business Operations

Let's work together to create the tools and processes your team needs to succeed!

Photo by Domenico Loia on Unsplash
Academic Hall at Southeast Missouri State University.

Education

Bachelor of Science
Southeast Missouri State University
Mass Communications: Public Relations
Industrial & Engineering Technology Entrepreneurship Minor
2012 – 2016

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