Stephen Thompson
271 Cumberland Road
Lowell, MA 01850
Experience
Constant Contact
2015-Present
Tier 2 Technical Support Specialists
  • Provide Internal Support to our Tier 1 and Tier 2 Team.
  • Assist with Internal / External Customer Escalations.
  • Work high level escalations via chat/case (ticket)/phone conversations
  • Aid Tier 3 with identifying possible issues
  • International and internal support training on troubleshooting defects and display issues
  • Cross-site collaboration (Troubleshooting, development, networking, and training)
Constant Contact
2014-2015
Tier 1 Engagement Specialist
  • Accept incoming calls and chats from customers to resolve issues and advise on the Constant Contact’s SAAS products.
  • Contact customers through multiple channels to follow up on questions and concerns.
  • Work as a facilitator between the customer and Tier 2 Support Specialists to solve advanced inquiries to defects and email formatting issues.
Delta Management Associates
2010-2014
Federal Debt Collector
  • Frontline Collector for Sallie Mae (United Student Aid Funds) portfolio making 85-120 phone calls daily. 
  • Consistently ranked among the top 15 collectors in one or more goal categories in the office.
  • Proven ability to hit and exceed monthly quota. 
  • Knowledgeable United States Federal FDCPA regulations, consolidations, and rehabilitation programs.
Printing Solutions Inc.
2007-2009
Graphic Design Specialist
  • Designed custom stationary and logos for clients
Rooter-Man
2005-2009
Graphic Designer/Web Development Specialist
  • Designed advertisement concepts for various national trade industry magazines.
  • Maintained and updated the corporate website on a weekly basis. 
  • Designed artwork and stationary for Rooter-Man franchisees.
  • Worked with franchisees to develop a web presence.
  • Prepared materials for mass mailing.
Education
Southern New Hampshire University
2018-Present
Bachelors
Greater Lowell Technical High School
1997-2001
Diploma / Graphic Communications
Volunteer Work
More Than Words
2018-2018
Media Sorter
  • Assisted with sorting media such as CD's, DVD's, and Audio Books to generate a 20% increase in profit.
Stone Zoo
2017-2017
Maintenance
  • Aided with maintenance of Stone Zoo including cleaning of park equipment and trash removal.
Mystic River Watershed Association
2016-2016
Invasive Plant Removal
  • Helped remove 90% of all the Water Chestnuts from Mystic River and Lakes
Coding
HTML
XHTML
CSS
JavaScript
Creative
Adobe Photoshop
Adobe Illustrator
Adobe Premiere
Adobe Dreamweaver
Litmus
Operating Systems
Mac OS
Window
Linux
Other
Jira
Salesforce
Slack
Github
Email Marketing