Marisa Banks
Anderson
Summary
Enriched with an extensive background in customer service and a wholesome natural flair for hospitality. I have a unique blend of skills that has been cultivated through diverse experiences across the biggest cities in the United States both in the tech industry but also in the arts and different areas of customer service. I am currently studying Swedish and my enthusiasm for engaging with people complemented by my knowledge and experience within this field makes me an asset to any team. This uniquely dynamic combination of experience and individuality positions me as a versatile asset in any customer-focused environment or role.
Overview
9
9
years of professional experience
Work History
Product Specialist
Silverline Soutions
Winterville, NC
11.2024 - Current
- Led product training sessions for staff to enhance knowledge and improve client interactions.
- Collaborate with cross-functional teams to refine product features based on user feedback.
- Create and publish YouTube Videos for customer knowledge and learning.
- Cohost bi-quarterly yearly webinars
- Facilitate live demos to customers to showcase functionality and tour the product.
- Curate Release Notes for Development Team Release Sprints and communicate changes and updates to customers.
Onboarding Specialist
SimplePractice
Los Angeles, CA
08.2019 - 01.2022
- Spearheaded the creation of the Onboarding Specialist role for the company and was the first for the company to both pilot and help customers within the position. This role is responsible for 50% of subscription conversion and nurtures long-lasting customer relationships to this day.
- Developed and executed an impactful onboarding program, resulting in 90% sign-up rate for new customers, customer retention and improved product learning.
- Coordinated with team mates on trends and noteworthy issues to keep us all informed and up to date.
- Participated in personalized zoom meetings with new and long-term customers for support, guiding and helping them within the self-service platform.
- Hosted daily impactful class content through GoToWebinar and On24.
- Improved sensitive files into customer accounts and personally fixed with issued final member accounts containing sensitive information.
- Served as a mentor to new hires and tenured employees training them through customer interactions and every day guidance.
- Collaborated with cross-functional teams to streamline onboarding processes and improve efficiency throughout support for customers and across teams.
- Created and filmed educational content videos for product learning alongside support for our customers.
Product Specialist
SimplePractice
Santa Monica, CA
02.2017 - 08.2019
- Successfully managed and supported around 100+ customers per day, providing tools for sales and support around the clock, driving revenue growth and exceeding targets for sales and support around the clock.
- Needed over 2000+ email and phone support channels.
- Provided exceptional daily customer service, and technical support when needed via zoom and/or email and/or phone support channels.
- Managed a high volume of customer interactions and organized these in order of importance to every customer resolution.
- Fluently utilized CRM systems to document customer interaction and maintain accurate records of support activities, and customer interactions.
- With my tenure, I am responsible for helping to shape support communication, effective processes, and culture for what it is among the team today.
- Experienced and reliable service in resolving software and hardware issues on Mac and iPad platforms.
- Holds a one-of-a-kind, empathetic ability to effectively communicate technical solutions to non-technical customers.
Education
Michelle Danner Los Angeles Acting School
Santa Monica, CA01.2020
Michelle Danner Los Angeles Acting School
Santa Monica, CA01.2020
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Tri-County Technical College
Pendleton, SC01.2008
LANGUAGES
Swedish | Intermediate
English | Native
PROGRAMS
Zendesk - HALO - Microsoft Suite Applications - Teams - Slack - Google Suite - Zoom - On24/GoToWebinar - Camtasia - Azure DevOps - Backend Investigation including but not limited to HTML coding, application input, and software investigation for issue resolution.
References
References furnished upon request.
Timeline
Product Specialist
Silverline Soutions
11.2024 - Current
Onboarding Specialist
SimplePractice
08.2019 - 01.2022
Product Specialist
SimplePractice
02.2017 - 08.2019
Michelle Danner Los Angeles Acting School
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Tri-County Technical College
Michelle Danner Los Angeles Acting School