by Brian Bullock | October 27, 2023
Alex Makes Sure Paladin Stores Have an Excellent Experience
Alex Smith is one of Paladin’s talented Client Experience Specialists and stores lucky enough to work with her can count on the fact that she’s focused on making their Paladin experience excellent.
Alex, short for Alexandra (a name she says only her mother uses in special circumstances), grew up in Siletz, Oregon, a small town near the coastal city of Newport. She moved to Bend to attend community college and wound up working for IBEX, a company that specialized in customer experience outsourcing. She spent six years at IBEX working on a lot of familiar campaigns that required tech support.
Some of the campaigns she worked on were: 1-800-Dentist, Fitbit, Uber’s Fair Car Rental, and Walmart’s early development of online ordering and delivery services. She not only provided tech support for those efforts, but she also supervised three dozen technicians.
She came to Paladin three years ago at the heart of the pandemic. Since joining Paladin, Alex has continued to pad her technical support portfolio. She started in hardware support (Squad 1) and moved to software support (Squad 2) before joining the CX – client experience – team. As a CX Specialist, she works directly with close to 30 stores to ensure they know exactly how to operate and get the most out of their point-of-sale system.
“I’m a dedicated tech for stores that need a little bit more guidance. I like it. I didn’t expect my customers to be so nice,” she explains. “They’ve all been extremely friendly and super, super nice. We work together at getting them where they need to be to succeed.”
Alex says that while working in hardware and software support, stores are usually just looking for somebody to solve a single challenge. Working with a specific collection of clients often means those stores are new to Paladin and often new to using technology. That allows her to get to know the clients and use her problem-solving and teaching skills to help them get familiar with Paladin and how it can help their stores run better.
“Alex has compassion for our customers and is always looking out for their best interest. Not to mention, she is a sheer joy to work with,” says Charles Owen, Paladin’s Chief Experience Officer, and Alex’s supervisor. “I have high hopes for Alex as she advances her career at Paladin over the next several years.”