Operations Application Support Resume

SUMMARY

Seeking an opportunity in CRM product support, database (Oracle) product support and customer service and customer care with 2 - 5 years with first triage and Siebel and Oracle ticketing software. Bringing forward 10 + years of CRM product experience primarily in the areas of customer care, customer support, customer success, financial support internal operations support team management peer-to-peer training and on boarding processes.

AREAS OF EXPERTISE

PROFESSIONAL EXPERIENCE

Operations Application Support

Confidential

Responsibilities:

Customer Success Specialist

Confidential

Responsibilities:

Confidential help center configurations using gKMS and Redwood
Translating Confidential Partners requirements for high touch support via POM and PTM requests through the Buganizer
Adding Fields to the forms / HCs (help center)
Defining and configuring properties for the help center
Creating new contact forms
Configuration of the contact forms to integrate with the CASES Tool
Customization of Cases Tool per request from internal team via Buganizer
Internal Process documentation / Internal process content creation using Redwood
Inclusion of organizational tree within the article / document
Illustration of process via flowcharts
Online article migration in Redwood
Online content review for relevance prior to migration
Review of website urls within articles to determine destination and relevance
Content review for correct usage of terms and accuracy

Product Support Analyst

Confidential

Responsibilities:

Reach and Frequency Set Up
Ad Units- Troubleshooting of ad format and ads rendering issues
Canvas Ads - process of whitelisting
Supported set up, optimization and implementation of all of Confidential advertising solutions (self-serve advertising, premium Confidential ads, Reach and Frequency, Instagram ads, TRP buying) for US market
Acted as a POC (Point of Contact) for technical queries from account managers (SMB, Tier A clients)
Identified confusion from bugs, identified solutions and advised the Sales team to accomplish the advertisers' desired goal, escalated potential bugs to engineers if needed.
Managed workload of US queues and acted as a regional point of contact for IG and RF setup issues.
Provided weekend support for the US Ads product support team.