Product Support Analyst Resume Example

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Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
Professional Summary

Knowledgeable Product Support Analyst able to adapt freely to diverse situations and changing demands. Well-versed in triaging bugs and skilled in Facebook Ads. Looking to apply my experience to a dynamic new position with room for advancement.  Experienced Product Support Analyst committed to maintaining cutting edge technical skills and up-to-date industry knowledge.  Patient and empathetic  with extensive background in conflict resolution and customer care. Results-oriented Customer Service Professional who excels at uncovering customer needs, finding solutions and handling objections. Top performer with a consistent track record of meeting and exceeding goals. Accomplished Assistant Store Manager with managerial experience in a retail setting. Areas of expertise include sales, recruiting and people management.

  • Customer Service Experience
  • Technical Support
  • Sales
  • Management
  • Troubleshooting
  • Debugging proficiency
  • Product testing
  • Extremely organized
  • Strong verbal communication
  • Team liaison
  • Team leadership
  • Staff development
  • User interface understanding
  • Process implementation
  • Interpersonal and written communication
  • Data entry
  • Document scanning
Work History
05/2018 to Current Product Support Analyst Hca | Overland Park, KS,
  •  Product Support  Analyst on the Business Product Specialist Team. 
  • Leverage product expertise to investigate, triage and resolve issues with Facebook Ads and business products. 
  • Improve processes to support front line teams in complex investigations to improve user and advertiser experience on the platform.
  • Monitor and analyze advertiser reports for feedback and bug-related trends.
  • Separate advertiser confusion from bugs, advise the sales team/ advertisers on how to accomplish the advertisers desired outcome.
  • Facilitate a high-end customer experience related to support for advertising bugs.
  • Mentor team members and specialize in certain product support areas.
  • Point of contact for triaging internal beta issues. 
09/2017 to 05/2018 Assistant Manager Pure Hockey | Danvers, MA,
  • Created detailed spreadsheets for scheduling and customer profiles to support sales campaigns.
  • Hired, delegated and reviewed sales staff performance and provided comprehensive coaching in Sales, Customer Service and Technical Support.
  • Coordinated weekly meetings with store associates to communicate sales and customer service goals.
  • Addressed problems with customers to promote quick and successful resolution.
  • Performed IT support by troubleshooting, updating devices and supporting software needs.
  • Recruited, interviewed and hired individuals who would bring passion and dedication to the positions at hand.
  • Monitored cash intake and deposit records to increase accuracy and reduce discrepancies.
  • Achieved recognition from senior management for contributions to the store's success by managing sales, employees and operations to achieve optimal performance.
  • Provided excellent customer service, driving membership loyalty and increasing customer satisfaction rates.
  • Trained staff members on protocols and best practices.
07/2016 to 09/2017 Manager Jbs Usa | Blue Ash, OH,
  • Prepared quotes for new products and services and composed site budgets.
  • Managed client correspondence and tracked records to foster office efficiency.
  • Authored and delivered quotes for new products and services to customers. 
  • Performed forecasting to identify necessary changes for the supply chain business.
  • Enhanced initiatives while managing effective marketing campaigns.
  • Executed regular process updates to reduce discrepancies and enhance scheduling across  calendars and programs.
  • Recruited and developed employees for the store. 
  • Reduced workflow inconsistencies while recruiting, interviewing and hiring new staff members.
  • Scheduled and assigned daily work and activities for employees.
  • Strengthened existing customer relationships through extensive communication and proven marketing strategies.
  • Met with each associate to establish realistic sales goals for the month.
04/2014 to 07/2016 Technical Support Representative Envista | Denver, CO,
  • Used scripting skills to contribute to internal tools.
  • Demonstrated professionalism and courtesy with customers at all times.
  • Managed customers' expectations and experience to a high degree of customer satisfaction.
  • Followed up with clients to ensure optimal customer satisfaction.
  • Increased sales by educating prospects on the benefits of products and services in comparison to competitors.
  • Identified and solved technical issues with a variety of diagnostic tools.
  • Resolved problems with malfunctioning products.
  • Used ticketing systems to manage and process actions taken.
  • Defined and documented technical best practices.
  • Resolved customer issues in a clear, courteous and straightforward manner.
  • Met and exceeded company sales and productivity goals.
  • Researched, troubleshot and resolved complex problems independently.
  • Worked closely with team members to meet or exceed all customer service requirements.
Expected in 2013 Bachelor of Science | Psychology Coastal Carolina University, Conway, SC GPA:
  • Documented and resolved issues with internal beta testing which led to me becoming the Point of Contact. 
  • Documented and resolved issues with mistagged cases which led to me becoming the Point of Contact.

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Resume Overview

School Attended
  • Coastal Carolina University
Job Titles Held:
  • Product Support Analyst
  • Assistant Manager
  • Manager
  • Technical Support Representative
  • Bachelor of Science