Aimee Dobie
Land O' Lakes,FL
Summary
Support Analyst with a strong background in customer relationship management, customer success and technical support. Expertise in resolving complex issues, mentoring support staff, and conducting data analysis to identify trends and enhance product offerings, ensuring high client satisfaction and operational efficiency.
Overview
12
12
years of professional experience
Work History
Client Support Analyst II
Fintech
Tampa
09.2025 - Current
- Resolved complex, escalated technical issues using Salesforce and internal monitoring tools, minimizing client downtime
- Communicate technical solutions clearly to clients with varying levels of technical expertise
- Consistently exceed KPIs for case workload and customer satisfaction
- Performed root-cause analysis and documented findings in CRM systems, reducing recurring issues and enhancing platform stability
- Partner with Sales and Product teams to identify trends through reporting and implement long-term fixes
- Mentored Tier I support staff on case workflows, documentation standards, and service best practices to elevate overall support quality
- Conducted training sessions for new team members on specific support protocols and software tools to ensure effective onboarding.
- Assisted in the development of training materials for new team members.
- Generated analytical reports on customer service metrics for management review to highlight trends and areas for improvement.
Client Support Representative
Fintech
Tampa
06.2024 - 09.2025
- Handled high-volume customer inquiries as the first point of contact using Salesforce
- Logged, tracked, and resolved customer cases with accurate documentation to support efficient service delivery
- Educated clients on platform features and tools to enhance product adoption and minimize repeat inquiries
- Provided clients with training on features on platform features and tools, increasing product adoption and reducing repeat contacts
- Escalated recurring issues and trends using CRM data to support product and system improvements
Client Care Manager
Ministry Brands
Tampa
04.2016 - 04.2024
- Managed a portfolio of clients tracking account health and engagement to drive renewals and identify opportunities
- Conducted regular business reviews to realign solutions with evolving customer goals.
- Achieved consistently high client satisfaction scores through proactive account management and issue resolution.
- Built lasting partnerships with key stakeholders, often expanding account scope.
- Developed tailored solutions based on client needs and feedback to enhance satisfaction.
- Analyzed client data to identify trends and suggest improvements to services offered.
- Ensured compliance with applicable laws, regulations, policies, procedures, guidelines, and standards related to client accounts.
Client Service Representative
Protect My Ministry (Ministry Brands)
Tampa
03.2014 - 08.2015
- Handled high-volume inbound calls with accuracy, empathy, and professionalism
- Guided clients in utilizing online tools and troubleshooting technical issues to enhance user experience
- Maintained detailed customer interaction logs in Zendesk to enable tailored service and follow-up
- Trained new team members on systems, workflows, and customer service standards to ensure consistent service delivery
Education
Chamberlain High School
Tampa, FLSkills
- Salesforce
- Zendesk
- Copilot
- Issue escalation
- Software troubleshooting
- Root-cause analysis
- Process optimization
- Client Onboarding
- Cross-Functional Collaboration
- Customer Relationship Management
- Case Management
- Problem solving
Accomplishments
- Awarded Employee of the Quarter (Fintech) for outstanding performance
- Consistently exceed NPS scores 9.9/10
- Exceeds department metrics by 20% on average.
Professional Overview
Customer Success and Support professional with 10+ years of experience across FinTech and SaaS. Proven track record in customer retention, account growth, technical support, and strategic upselling. Skilled in Salesforce and Zendesk, with a strong ability to solve complex issues, build trusted relationships, and improve the customer experience.
Timeline
Client Support Analyst II
Fintech
09.2025 - Current
Client Support Representative
Fintech
06.2024 - 09.2025
Client Care Manager
Ministry Brands
04.2016 - 04.2024
Client Service Representative
Protect My Ministry (Ministry Brands)
03.2014 - 08.2015
Chamberlain High School