technical support engineer associate product manager product support specialist ii ivy client resume example with 18+ years of experience

Jessica Claire
, San Francisco, CA 609 Johnson Ave., 49204, Tulsa, OK
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Professional Summary
A Technical service-oriented training and leadership professional with several years of experience in internal and external customer service. Proven problem-solving skills, exceptional communication both written and oral with a wide variety of clients, internal colleagues, and all leadership channels of a Fortune 500 company midsized business and start-up. Successfully experience using coaching and auditing skills to develop and increase deliverable skills and drive goals of a team. Works well independently and in a team environment partnering locally and remotely to develop courses used nationally.
  • Guest services
  • Inventory control procedures
  • Merchandising expertise
  • Loss prevention
  • Cash register operations
  • Product promotions
Work History
01/2018 to 06/2023
Technical Support Engineer, Associate Product Manager, Product Support Specialist II, Ivy Client Service Manager, Acting Supervisor Progressive Rutherford, NJ,
  • Provide technical support to Internal customers through phone, email, and other communication channels with Software As A Service subscription
  • Troubleshoot escalated technical issues and provide solutions in a timely manner, or delegate to the correct engineer for resolution
  • Communicate weekly department Service Level and Productivity results to company leadership
  • Analyze customer feedback and provide recommendations for improvements
  • Develop and maintain technical documentation and training materials in addition to facilitating trainings across all levels of the organization
  • Knowledge with data querying languages SQL, Redash, & EasyBI
  • Mastery of issue management tools such as Atlassian, Zendesk, & Salesforce
  • Developed open and effective channels of communication with each client, led in both the number of outbound calls and email responses to my clients, maintained high level Satisfaction survey scores as well
  • Encourage revenue growth by inspiring clients to use and engage with the product and offering additional services
  • Was selected to present and instruct on recorded Webinars, intended to become an in-depth training resource for Houzz Pro subscribers
  • Quickly became a point of contact for peers to use as a resource for technical help and out-of-the-box workaround solutions
  • Early in my career, I used my knowledge of the system to find a bug with the taxing feature that resulted in us saving millions of dollars in loss had it continued.
01/2016 to 01/2018
Customer Service Representative The Irvine Company City, STATE,
  • Customer Service Representative responsible for handling community-specific and general escalated inquiry calls, and e-mails
  • Using negotiating and problem-solving skills to resolve all issues
  • In addition, the position will be supporting calls from current residents related to maintenance and security concerns
  • Responsible for up-to-date knowledge of all policies and procedures of every level of the ICAC business
  • Use expert note-taking and writing skills to present escalated issues to all levels of leadership to partner with all levels of ICAC leadership to advocate and solve issues on behalf of the clients, seeking favorable outcomes for the business and the client
  • Took ownership to liaison with the Better Business Bureau to streamline and improve relationships and handle issues brought to their attention.
01/2003 to 01/2014
Promoted to Trainer Verizon Wireless City, STATE,
  • Delivered customer service eLearning, classroom, training, or other development and mentoring experience for new hires, business finance, and compliance training sessions
  • Collaborated with teams to design, develop, and deliver ongoing instruction for classroom and/or eLearning courses, partnering with stakeholders for continuous training improvements and program effectiveness
  • Interfaced with other departments to understand training needs and customize appropriate instructional strategies as separate departments shared job functions
  • Explored, evaluated, and recommended new approaches, alternative technologies, and modes for effective learning and organizational implementation as we crossed trained the department to 100%
  • Recognized for attention to detail, organization, and the ability to multi-task to the changing business needs including work hours, and specialized training for unique trainees
  • Promoted to Quality Assurance Coordinator
  • Supported HQ and Area Initiatives to audit Area Operation Center orders and other monitoring recorded customer interactions measuring for compliance and correctness with a standardized scoring system based on Operation Procedures and up-to-date business rules
  • Liaised with all channels to review audit results including creating database reports to compile and track results, trends, and improvements
  • Served as subject matter expert on all audits, OC&C, zero dollars, call sequencing, and reconciliation reports, working as needed with QA Manager to develop coaching and training materials
  • Assisted with creating and coordinating a calibration program to celebrate great calls by reinforcing behaviors, and to correct poor call performance, in a way that encourages Representative participation and increased morale
  • Partnered to provide structured and timely recommendations; verbal and/or written feedback to Quality Manager, Customer Resource Center Leadership and Operations.
Expected in to to
BA: English
Colorado State University - Fort Collins, CO
Expected in to to
Disney & ”Ducktorate:
Walt Disney World College - ,

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Resume Overview

School Attended

  • Colorado State University
  • Walt Disney World College

Job Titles Held:

  • Technical Support Engineer, Associate Product Manager, Product Support Specialist II, Ivy Client Service Manager, Acting Supervisor
  • Customer Service Representative
  • Promoted to Trainer


  • BA
  • Disney & ”Ducktorate

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