Autumn "AJ" Fowler
Gaffney
Summary
Detail-oriented professional with a strong background in software implementation and customer service. Demonstrated success in improving implementation processes and building lasting client relationships, ultimately driving higher customer satisfaction and timely project delivery.
Overview
14
14
years of professional experience
Work History
Implementation Specialist
Encoura
Greenville, SC
06.2021 - 07.2026
- Collaborated with cross-functional teams to streamline project workflows, ensuring timely delivery of solutions.
- Coordinated system integrations with third-party applications, facilitating seamless data transfer and functionality.
- Developed strong relationships with clients, fostering trust and confidence in the implementation process.
- Delivered exceptionally high level of professionalism and support to each client, upholding company's commitment to service.
- Enhanced customer satisfaction with timely resolution of issues during project implementations.
- Contributed to the continuous improvement of implementation processes through regular feedback sessions and lessons learned discussions.
Database Administrator
Anthology
Greenville, SC
06.2019 - 06.2021
- Administered database performance monitoring to ensure optimal functionality and reliability.
- Collaborated with development teams to troubleshoot and resolve database-related issues promptly.
- Developed documentation for database configurations, procedures, and policies for user reference.
- Improved database efficiency by optimizing queries and indexing strategies.
- Ensured high availability of databases by monitoring performance metrics and addressing potential risks proactively.
Call Center Representative
Blackboard
Greenville, SC
06.2016 - 06.2019
- Handled inbound customer inquiries, providing accurate information and resolving issues efficiently.
- Utilized CRM software to document interactions and track customer feedback effectively.
- Collaborated with team members to enhance service delivery and streamline operational processes.
- Identified opportunities for process improvements, contributing to increased customer satisfaction ratings.
- Managed high-volume call queues while maintaining composure under pressure and ensuring quality service.
- Developed FAQs and knowledge base articles to support the team in responding to common issues quickly.
- Participated in regular performance reviews, offering insights for enhancing team productivity and engagement.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
Receptionist
University of South Carolina
Union, SC
05.2014 - 05.2016
- Managed front desk operations, ensuring efficient visitor check-in and appointment scheduling.
- Provided administrative support by answering phone inquiries and directing calls to appropriate departments.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
English Tutor
University of South Carolina
Union, SC
05.2012 - 05.2016
- Evaluated student performance through assessments and provided constructive feedback.
- Taught students study techniques and strategies for succeeding on grammar and composition tests.
- Developed personalized tutoring sessions based on student needs, leading to improved academic performance.
- Tutored students to develop deeper comprehension of English course materials and better understanding of assignments to improve academic success.
- Strengthened students'' understanding of grammar rules by providing targeted instruction during individual or group sessions.
- Mentored students in proper punctuation, spelling and sentence structure use.
Education
Bachelor of Arts - English
University of South Carolina
Union, SC06-2016
Skills
- Issue resolution
- Telephone and email etiquette
- Software implementation
- Trained in Smartview, Salesforce, Amazon Connect
- Data migration
- Reporting and documentation
- Collaborative team player
- Microsoft windows and office
- Technical troubleshooting
- Problem-solving
Timeline
Implementation Specialist
Encoura
06.2021 - 07.2026
Database Administrator
Anthology
06.2019 - 06.2021
Call Center Representative
Blackboard
06.2016 - 06.2019
Receptionist
University of South Carolina
05.2014 - 05.2016
English Tutor
University of South Carolina
05.2012 - 05.2016
Bachelor of Arts - English
University of South Carolina