Skills / Expertise

Let’s take a closer look at the experience and skills I bring to the table! You can check out the links to see even more by category.

Experience By Category

Customer Support

  • 10+ years of customer-facing experience
  • Experience with the full suite of Zendesk, including implementing, automations / triggers, optimization, Zendesk Admin, and training others
  • A strong track record of being a full-stack problem solver
  • Experience with CRMs
  • Clearly defining, prioritizing, analyzing, and executing on solving problems — with minimum oversight
  • Exceptional written and verbal communication skills — I am able to take complex technical ideas and break it down for our non-technical clients
  • Focusing on KPI Reporting — to C-suite level and other stakeholders. Examples include:
  • Have a strong understanding of key CX operational metrics and how they intertwine
  • Solutions focused and default to action
  • Project Scope and Management
  • Ability to develop, implement, and deliver a first-class customer experience in a dynamic and high-growth business
  • Host user/admin training to drive foundational learnings and ensure adoption
  • Proactively identify and mitigate risk
  • Implement new processes and procedures with an aim to improve speed to resolution
  • Reported on top inquiry drivers and root cause analysis, regularly communicating insights to advocate for continuous improvements with the customer experience
  • Supported questions about the product, policy and procedure, and acted as an additional layer to help resolve complex customer issues
  • Coached team members in handling executive escalations with a focus on repairing trust and creating deeper customer loyalty
  • Regularly monitored customer health, proactively identifying risks, and creating/managing action plans for risk mitigation
  • Experience handling tricky situations, including security issues
  • A track record of improving the internal and external processes to provide a better customer experience and increase the team’s efficiency
  • Experience navigating omnichannel communication, including email, chat, phone support, social media and more
  • Experience with community management in relation to Customer Support

See more Areas of Expertise: Customer Support

Customer Success

  • Years of customer-facing experience
  • Experience collaborating with Sales, Customer Support, Product, Engineering, and QA teams
  • Established relationships with key customer accounts and developed plans for each
  • Focused on increasing adoption, ensuring retention and growth, and overall customer satisfaction
  • Developed joint success plans with customers — understood their desired positive business outcomes and turned those into actionable objectives
  • Became a trusted and strategic advisor for each client I worked with
  • Understood the customer journey and guided customers on future adoption — as well as reflecting on the journey and identifying areas we could improve the experience
  • Acted as a liaison for questions, issues, or escalations
  • Established regular touchpoints with customers
  • Lead demos and webinars to train customers on the product and drive adoption
  • Measured and monitored customers’ achievements
  • Naturally dug deeper when a customer presented a problem — working to understand the deeper root and underlying causes

See more under Areas of Expertise: Customer Success

Technical Support | QA

  • Troubleshooting to find the errors in the console
  • Looking into specific bugs and locating the data causing the issue in the backend (using SQL). Shielding the dev team by locating the source of the issue
  • Building out custom SaaS platforms by making changes in the backend using SQL
  • Working with the different teams to test upcoming changes to production by QA’ing the update first
  • Coordinating with Beta teams to test and report any issues before the new updates are pushed live
  • Taking an 834 EDI File Feed Spec, using a no / low code platform to pull the correct information, generating the file, then dropping it off in AWS — for SFTP dropoff to the Carrier Partner
  • Typing speed of 70 wpm or greater

See more under Areas of Expertise: Tech Support and Areas of Expertise: Backend | QA | SQL

Project Management | Scrum Master

  • Kept all parties on track and informed
  • Utilized Agile and Sprint practices
  • Created long and short-term plans, including setting targets for milestones and adhering to deadlines
  • Delegated tasks on the project to team members who were best positioned to complete them
  • Served as a point of contact for teams when multiple units were assigned to the same project to ensure team actions remained in flow
  • Adjusted schedules and targets on the project as needs for the project changed

See more under Area of Expertise: Project Management

Solutions Engineer

  • Built and maintained rapport with customers, while providing exceptional customer service
  • Oversaw multiple concurrently running projects while managing scope, budget, schedule, and quality
  • Fostered teamwork and cross-functional collaboration
  • Conducted quality assurance testing, hosted technical training calls, and provided troubleshooting support for customers
  • Assisted customers with customer configurations and helped them implement the product in a way that matched their business processes
  • Was a subject matter expert in our product
  • Dug in deeper into specific bugs/issues, using tools such as the console, custom backend access tools, and SQL

See more under Area of Expertise: Solutions Engineer

Customer Advocate

  • Served as the primary communicator with customers
  • Enhanced customer integration and retention by providing a single point of contact for customer account interaction and swift issue resolution
  • Identified customer performance and expectations through dialogue with customers, and internal teams
  • Performed root cause analysis and issue resolution on customers’ behalf
  • Defused customer account issues
  • Handled critical issues and worked closely with various parties from other teams
  • Worked collaboratively with a geographically dispersed team
  • Displayed adaptability and a willingness to adjust on the fly — as things changed
  • Partnered closely with key internal contributors to investigate customer escalations
  • Demonstrated the ability to quickly gather information from various sources and stakeholders, document learnings, and formulate recommended next steps

Improving Customer Experience

  • Proactively walking through the customer experience to identify areas that could be improved
  • Working with the dev team to scope out ways to resolve those areas that could be improved
  • Managing the projects that will improve the proactively identified areas of improvement
  • Experience giving UX feedback for both mobile and desktop experiences
  • Looking at trends in the customer support tickets to understand where clients are running into confusion, then building out resources to resolve this
  • Identifying ways we could improve the customer experience by educating clients as they are onboarding — versus onboarding clients and then educating them
  • Working closely with clients to understand different goals they have in order to help them succeed and give our company other options to add to the product that will meet these needs

Softskills

  • Attentive to detail and the ability to multitask and prioritize responsibilities. Comfortable navigating ambiguity and working in a startup environment
  • Great people skills — the ability to talk to anyone and make them feel welcome
  • Excellent time management skills without supervision
  • Leadership without the ego
  • Teamwork comes naturally to me

Tools that I have experience with

  • SQLServer
  • Jira
  • Atlatisan
  • Azure
  • GoogleSuite
  • Microsoft Office
  • Fullstory
  • Zendesk
  • Ring Central
  • Groove
  • Slack
  • Asana
  • AWS
  • Pendo
  • PandaDoc
  • Formstack
  • Google Analytics
  • WordPress

Zendesk Experience:

  • Implementation
  • Correcting Implementation
  • Macros
  • Automations | Triggers
  • Business Rules
  • Help Desk – set up and buildout
  • Incorporating other tools using APIs
  • No / Low Code Tools such as Zapier and Tray.io

List of skills:

SaaS • Startups • Customer Success • Customer Enablement • Global Support • SQL • Qa • Data Management • Solutions Deployment • Non/Simple Coding • Automations • SFTP • Api • Customer Relationship Management (CRM) • Data Analysis • User Experience Design • Customer Journey Mapping • Strategic Planning • Empathy • Communication • Problem-Solving • Project Management • Multitasking • Strategic Account Planning • Product Knowledge • Time Management • Team Leadership • Relationship Management • Customer Retention Strategies • Cross-Functional Team Leadership • Communication Skills • CRM Software Proficiency • Adaptability • Process improvement • Vendor Management • QBR Creation & Presentation • Lowering Costs • Documentation – internal and external • Content Creation and Management • Team Manager • Change Management • Meeting Facilitation • Scrum Master • SOP Development • Zendesk Administrator • Cost Analysis and Reporting • KPI Development • Workflow Optimization • Process Documentation • Task Management • Cross-Functional Collaboration • Stakeholder Communication • Tool Migration • System Optimization • Root Cause Analysis • Resource Allocation • Risk Management • Budget Management • Vendor Selection • Compliance and Security •
Executive Reporting • Conflict Resolution • Knowledge Management • Customer Insights • Customer Advocacy • Operational Scalability • User Acceptance Testing (UAT) • Technical Troubleshooting • Process Automation • Training Program Design • Stakeholder Alignment • Team Expansion and Leadership • Scalability Planning • Cost Efficiency Initiatives • Customer Feedback Integration • Customer Journey Optimization • Self-Service Enablement • Bug Tracking and Resolution • Escalation Handling • Support Strategy Development • Support Metrics Analysis • Team Building • Performance Management • Tool Implementation • Incident Management • Process Standardization • De-escalation Techniques • Proactive Customer Outreach: • Multi-Channel Support Expertise • Advanced Reporting Skills • API and Automation • Department Establishment • Budgeting and Resource Allocation • Support Frameworks • Feedback Loops • Data-Driven Decision Making • Strategic Partnerships • Leadership Alignment • Cross-Departmental Coordination • Customer Advocacy Programs • Retention Strategies • Escalation
Protocols • Post-Incident Reviews