Gemma Barnes

Similar Profiles

• Aiana BennettAiana Bennett

  <ul><li>Skilled Customer Service Representative supporting the SBA contract at Upslope Advisors, with a proven track record of resolving complex escalated inquiries, routing requests accurately, and delivering policy-compliant solutions while consistently exceeding performance metrics.</li><li>Respond to escalated customer inquiries via phone or email related to SBA programs (e.g., Disaster Loans, PPP, EIDL).</li><li>Assess customer requests and route them to the appropriate department or specialist based on the nature of the inquiry.</li><li>Analyze customer concerns and provide accurate, case-specific solutions in a timely and professional manner.</li><li>Interpret and explain SBA procedures and regulatory guidelines clearly to customers with varying levels of understanding.</li><li>Document all customer interactions thoroughly and accurately in the SBA’s case management system.</li><li>Escalate unresolved or highly complex issues to Tier 3 support or the appropriate technical teams.</li><li>Meet or exceed performance metrics, including first-call resolution, response time, and customer satisfaction.</li><li>Stay current on SBA policies and federal program changes through required training and regular internal updates.</li></ul> at Upslope Advisors<ul><li>Skilled Customer Service Representative supporting the SBA contract at Upslope Advisors, with a proven track record of resolving complex escalated inquiries, routing requests accurately, and delivering policy-compliant solutions while consistently exceeding performance metrics.</li><li>Respond to escalated customer inquiries via phone or email related to SBA programs (e.g., Disaster Loans, PPP, EIDL).</li><li>Assess customer requests and route them to the appropriate department or specialist based on the nature of the inquiry.</li><li>Analyze customer concerns and provide accurate, case-specific solutions in a timely and professional manner.</li><li>Interpret and explain SBA procedures and regulatory guidelines clearly to customers with varying levels of understanding.</li><li>Document all customer interactions thoroughly and accurately in the SBA’s case management system.</li><li>Escalate unresolved or highly complex issues to Tier 3 support or the appropriate technical teams.</li><li>Meet or exceed performance metrics, including first-call resolution, response time, and customer satisfaction.</li><li>Stay current on SBA policies and federal program changes through required training and regular internal updates.</li></ul> at Upslope Advisors

• Jeffrey StilesJeffrey Stiles

  <ul><li>Company Overview: Loggerhead is a premier Florida property insurer that offers a user-friendly process, transparent claim handling, and prompt solutions for policyholders, creating a world-class customer experience.</li><li>Responsible for creating, directing, and managing the Customer Service, Internal Sales, and Agency Support functions for a new Homeowners' Insurance Company in Florida by overseeing the short and long-term strategies of the organization's customer success journey. This may include, but is not limited to, providing strategic recommendations regarding concepts and routines that drive efficiency and empower employees.</li><li>Work closely with the CEO and COO on all aspects of delivering service to customers and agents.</li><li>Provide strategic oversight and guidance to the operational leadership team.</li><li>Work closely with other department heads to support projects or procedures that have a direct impact on customers.</li><li>Responsible for the selection and implementation of the CSAT platform as well as the Customer Relationship Management (CRM) software currently in use with the organization.</li><li>Responsible for building out all operational teams, including job development, standard operating procedures, quality management, and the like.</li><li>Work in an integrated fashion with third-party vendors to provide "world-class" customer service to Policyholders, Agents, and other customers both in and out of inbound and outbound settings.</li><li>Collaborate with business units throughout the organization to design, develop, and implement consumer-focused business practices, procedures, and Corporate Policies.</li></ul> at Loggerhead Reciprocal Interinsurance Exchange<ul><li>Company Overview: Loggerhead is a premier Florida property insurer that offers a user-friendly process, transparent claim handling, and prompt solutions for policyholders, creating a world-class customer experience.</li><li>Responsible for creating, directing, and managing the Customer Service, Internal Sales, and Agency Support functions for a new Homeowners' Insurance Company in Florida by overseeing the short and long-term strategies of the organization's customer success journey. This may include, but is not limited to, providing strategic recommendations regarding concepts and routines that drive efficiency and empower employees.</li><li>Work closely with the CEO and COO on all aspects of delivering service to customers and agents.</li><li>Provide strategic oversight and guidance to the operational leadership team.</li><li>Work closely with other department heads to support projects or procedures that have a direct impact on customers.</li><li>Responsible for the selection and implementation of the CSAT platform as well as the Customer Relationship Management (CRM) software currently in use with the organization.</li><li>Responsible for building out all operational teams, including job development, standard operating procedures, quality management, and the like.</li><li>Work in an integrated fashion with third-party vendors to provide "world-class" customer service to Policyholders, Agents, and other customers both in and out of inbound and outbound settings.</li><li>Collaborate with business units throughout the organization to design, develop, and implement consumer-focused business practices, procedures, and Corporate Policies.</li></ul> at Loggerhead Reciprocal Interinsurance Exchange

• Michael RitcheyMichael Ritchey

  <ul> <li>Managed and prioritized service requests to meet customer deadlines and expectations. Maintain detailed written records, and provide audit reports on customer equipment. Update asset databases and other internal systems. Rack and stack customer equipment in data center environments, and install circuits requiring advanced fiber terminations using a fusion splicer. Set up telecom cabinets, fiber trays, and cage wiring for customer equipment. Perform installation, testing, and modification of cross-connects, including coax, fiber, twisted pair copper, and other cabling, according to SOPs. Support standard data center cross-connect work orders (installs, terminations, modifications). Install 'across-connect' circuits, such as switched or multiplexed circuits. Troubleshoot fiber and copper circuits, and collaborate with the networking team as needed. Work with customers to resolve issues, supporting standard testing and installations of their assets. Regularly communicate with customers, providing updates and troubleshooting support. Deliver exceptional customer service, and raise any issues to the appropriate teams. Provide on-site support, including access control, and escorting services for customers. Support customers with inbound and outbound shipments, including inventory management, and staging.</li> </ul> at Equinix Data Center<ul> <li>Managed and prioritized service requests to meet customer deadlines and expectations. Maintain detailed written records, and provide audit reports on customer equipment. Update asset databases and other internal systems. Rack and stack customer equipment in data center environments, and install circuits requiring advanced fiber terminations using a fusion splicer. Set up telecom cabinets, fiber trays, and cage wiring for customer equipment. Perform installation, testing, and modification of cross-connects, including coax, fiber, twisted pair copper, and other cabling, according to SOPs. Support standard data center cross-connect work orders (installs, terminations, modifications). Install 'across-connect' circuits, such as switched or multiplexed circuits. Troubleshoot fiber and copper circuits, and collaborate with the networking team as needed. Work with customers to resolve issues, supporting standard testing and installations of their assets. Regularly communicate with customers, providing updates and troubleshooting support. Deliver exceptional customer service, and raise any issues to the appropriate teams. Provide on-site support, including access control, and escorting services for customers. Support customers with inbound and outbound shipments, including inventory management, and staging.</li> </ul> at Equinix Data Center

• Henry ShmouilHenry Shmouil

  UlliConsistently Exceeded Sales Targets (104% in Q4-2024, 113% in Q1-2025) by Orchestrating Multi-million Dollar, Multi-year Deals, Resulting in Significant TCV Impact Within Major Enterprise Accounts./liliLeverage Deep Understanding of CI/CD, DevSecOps, and Software Supply Chain Challenges to Articulate JFrog's Unique Value Proposition to Highly Technical and Business-oriented Audiences./liliDeveloped and Executed GTM Strategies for Major Accounts, Effectively Building and Leveraging Relationships With C-VP Level Executives to Expand Deals, Secure Significant Market Share, and Displace Competitors./liliCollaborate Closely With Solutions Engineering, Customer Success and Professional Services Teams to Craft Comprehensive, QBR and Value-driven Proposals That Address Major Clients' Critical DevOps and Software Supply Chain Needs, Resulting in 98% Customer Retention and 30% Customer Growth./liliPresent JFrog Solution in the Context of Business Value, TCO and Demonstrate ROI and Alignment With Customer Pain, Requirements and Growth Trajectory./li/ul at JFrogUlliConsistently Exceeded Sales Targets (104% in Q4-2024, 113% in Q1-2025) by Orchestrating Multi-million Dollar, Multi-year Deals, Resulting in Significant TCV Impact Within Major Enterprise Accounts./liliLeverage Deep Understanding of CI/CD, DevSecOps, and Software Supply Chain Challenges to Articulate JFrog's Unique Value Proposition to Highly Technical and Business-oriented Audiences./liliDeveloped and Executed GTM Strategies for Major Accounts, Effectively Building and Leveraging Relationships With C-VP Level Executives to Expand Deals, Secure Significant Market Share, and Displace Competitors./liliCollaborate Closely With Solutions Engineering, Customer Success and Professional Services Teams to Craft Comprehensive, QBR and Value-driven Proposals That Address Major Clients' Critical DevOps and Software Supply Chain Needs, Resulting in 98% Customer Retention and 30% Customer Growth./liliPresent JFrog Solution in the Context of Business Value, TCO and Demonstrate ROI and Alignment With Customer Pain, Requirements and Growth Trajectory./li/ul at JFrog