Jace Covington

Providence Village, TX *****

ad2ghb@r.postjobfree.com

+1-469-***-****

A seasoned specialist with over ten years' total professional experience and over four years of cumulative experience in company data management, billing, and CRM software. Authorized to work in the US for any employer

Work Experience

Operations Specialist

Break Free Academy - Plano, TX

May 2021 to December 2023

Job Roles Performed

• Manually entering and updating client data in the CRM system as needed

• Building automated workflows in the CRM system for updating client data and fulfilling customer orders.

• Creating registration forms and email lists for marketing as needed in the CRM system.

• Used data existing in the CRM system to build custom reports as needed.

• Writing Knowledge Base articles for client support portal.

• Scheduling marketing emails and SMS blasts in CRM as needed

• Creating products and order forms for sales inside of CRM

• Responding to inbound support tickets via email.

• Calling, texting, and emailing delinquent members to collect past-due payments.

• Assisting sales reps with setting up custom orders in the CRM system

• Handling inbound calls related to tech support, billing, and customer service as needed.

• Updating & developing systems & processes for onboarding and training new hires

• Onboarding new hires.

• Boosting engagement in member social media groups (commenting on 20+ client/member posts per day).

• Disputing chargebacks in payment gateway (Stripe and Hubspot Payments).

• Updating course material and course designs in the client-facing course library.

• Managing individual user access and permissions to the various software programs in our tech stack, including removal of terminated employees.

• Set up & tore down AV & acted as audio lead for past live events.

• Assisted with organizing and in some cases creating speaker slides for live events as needed. Notable Accomplishments

• Assisted the company with A2P 10DLC registration for our phone system (Justcall).

• Played a key role in migration from one CRM system (Keap) to another (Hubspot) -- built new fulfillment workflows, and created new properties and objects in the CRM system necessary for the new system to function.

• Created a suite of onboarding video SOPs to speed up the onboarding process for new hires.

• Acted as show caller for Million Dollar Mastermind 2022 at Comerica Center in Frisco, TX. Sales & Support / Project Management / Trainer

Phonesites - Dallas, TX

August 2019 to May 2021

Responsibilities included:

• Updating client data in CRM system (Keap Max Classic & Pipedrive)

• Contacting potential customers within the first 24 hours of signing up for PhoneSites free trial to schedule a video call.

• Meeting with potential clients via video call to assist them in building their first online webpage using PhoneSites.

• Selling software packages to prospective clients.

• Addressing any concerns or questions from customers and potential clients

• Handling inbound calls related to tech support, billing, sales, and customer service

• Developing systems & processes for training new hires

• Onboarding and training new tech support and sales representatives.

• Creating weekly training content for the customer base in a private Facebook user group.

• Creating and scheduling daily posts for the private user group.

• Assisted in bringing company revenue up by 112% in the first 3 months of employment. Delivery Driver

Uber Eats, Doordash, Postmates - Dallas, TX

January 2019 to August 2019

Responsibilities included:

• Picking up and delivering orders to customers' addresses.

• Ensuring orders are accurate by confirming order details and verifying information in-app.

• Ensuring positive customer experiences through timely delivery and friendly interaction. Audio-visual Technician / JSAV Client Services

J&S AUDIO-VISUAL - Addison, TX

January 2017 to August 2019

• Note: Full-time employee until October of 2018, then worked part-time as a freelance contractor until August of 2019

• Created custom logo graphics and images for larger clients to project onto screens

• Maintained frequency lists in Excel spreadsheets to prevent wireless microphone cross-talk during events.

• Set up video, audio, and lighting systems for corporate events in the Intercontinental Hotel/ Rennaissance Dallas Addison Hotel and the Adolphus Hotel.

• Communicated with clients and hotel staff to coordinate setups for events. Sound Technician/Sound Assistant/Sound Designer

Southern Methodist University - Dallas, TX

January 2014 to December 2016

Responsibilities included, but were not limited to:

• Updating file metadata in sound libraries

• Moving sound equipment

• Patching cables to speakers, amplifiers, and mixers.

• Repairing faulty connections on cables and patch panels

• Preparing wired and wireless headsets for crew members and stage managers. Accomplishments:

• Designed and curated sound cues for 2 full-length productions at SMU. Benefit Adviser/Customer Service Representative

WILLIS-TOWERS WATSON'S ONE EXCHANGE - Richardson, TX June 2015 to August 2016

Responsibilities included:

• Verifying and updating client data in CRM system.

• Making outbound calls and answered inbound calls. Scheduled appointments over the phone with retirees of OneExchange's clients to discuss plan options with benefit advisers at a later date. Addressed questions and concerns the retirees had about their upcoming transitions to Medicare coverage.

• De-escalated situations involving irate customers over the phone. Package Handler

UNITED PARCEL SERVICE - Dallas, TX

May 2015 to June 2015

• Unloaded all manner of packages from trucks onto extendable conveyor belts in an efficient, timely manner.

• Ensured proper condition of packages during unloading. Server

Pappadeaux Seafood Kitchen - Dallas, TX

May 2014 to August 2014

• Took customer orders, delivered food & drink to customers' tables, and ensured a positive experience for customers.

• Addressed customer questions and concerns regarding products and overall dining experience in a polite, friendly, and professional manner.

Audio-visual Technician / SMU AV Client Services

Southern Methodist University - Dallas, TX

August 2013 to December 2013

• Set up video & audio systems for various events on SMU's campus.

• Developed and maintained rapport and positive relationships with SMU AV clients. Education

BFA in Theatre Studies in Theatre

SOUTHERN METHODIST UNIVERSITY - Dallas, TX

August 2013 to December 2016

NORTH GARLAND HIGH SCHOOL - Garland, TX

2009 to 2013

Skills

• Customer Service (7 years)

• Microsoft Office (10+ years)

• HubSpot (1 year)

• Kajabi Course Building (4 years)

• Data entry (8 years)

• Marketing Automation (3 years)

Certifications and Licenses

Customer Service Skills assessment - Proficient

December 2018

Indeed Assessments™ evaluation completed with Proficient rating. View my results:

https://share.indeedassessments.com/share_assignment/q-pw-vaclounzp09 Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

Hubspot Marketing Software

January 2023 to February 2024

Obtained from Hubspot via their own educational platform, Hubspot Academy. Hubspot Sales Software

January 2023 to February 2024

Obtained from Hubspot through their own online education platform, Hubspot Academy. Additional Information

SPECIALIZED SKILLS

• Managing properties, objects, and lists in Hubspot CRM software.

• Creating automated workflows in Keap Max Classic, Zapier, GoHighLevel, and Hubspot.

• Extensive experience with various CRM systems (Pipedrive, Keap Max Classic, Hubspot, GoHighLevel).

• Extensive experience working with professional audio, video, and lighting systems in corporate and hospitality settings.

• Over 7 years of experience working in customer service and hospitality-related positions.

• Extensive experience in face-to-face and over-the-phone customer service, including handling escalated customers.

• 8+ years of acting training and experience.

• Proficient in Microsoft Office Suite, and GSuite products (Google Docs, Sheets, etc.)

Contact this candidate