Sarah Eby
Denver, CO
Summary
Dynamic Senior Customer Support Associate at Autodesk with a proven track record in building customer trust and loyalty. Expert in understanding customer needs and resolving complex issues, achieving a consistent CSAT score above 4.5. Adept at leveraging technical proficiency to enhance user experiences and drive retention.
Overview
5
5
years of professional experience
Work History
Senior Customer Support Associate
Autodesk
04.2024 - Current
- Supports 10 "Key Accounts" by fostering trust and loyalty, delivering personalized experiences.
- Monitors various slack channels to offer guidance and expertise for Tier 1 agents.
- Developed strategies for resolving difficult customer situations.
Customer Support Associate
Autodesk
03.2022 - 04.2024
- Manages customers' expectations of support and technology functionality in order to provide positive user experience.
- Responds to support requests from end users and patiently walks individuals through basic troubleshooting tasks.
- Documents transactions and support interactions in CRM software for future reference and addition to knowledge base.
Customer Care Support Assistant
Brilliant Earth
05.2021 - 03.2022
- Described product highlights and benefits to help guide purchasing decisions.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Resolved concerns with products or services to help with retention and drive sales.
- Maintained a CSAT score between 4.5 and 5.0 throughout the entire year.
Marketing & Public Relations Intern
Versatek Enterprises, LLC.
01.2021 - 05.2021
- Managed social media platforms and utilized metrics to increase engagement and campaign performance.
- Created and provided marketing material to meet business needs.
- Created innovative and unique product branding strategies.
Education
Bachelor of Science - Marketing
Messiah University
Mechanicsburg, PA05.2021
Skills
- Building Customer Trust and Loyalty
- Customer retention strategies
- Team collaboration
- Effective communication
- Understanding Customer Needs
- Interpersonal Skills
- Adaptability
- Technical Proficiency
Education
other
Timeline
Senior Customer Support Associate
Autodesk
04.2024 - Current
Customer Support Associate
Autodesk
03.2022 - 04.2024
Customer Care Support Assistant
Brilliant Earth
05.2021 - 03.2022
Marketing & Public Relations Intern
Versatek Enterprises, LLC.
01.2021 - 05.2021
Bachelor of Science - Marketing
Messiah University