Summary
Overview
Work History
Education
Skills
Certification
Timeline
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ALIYAH BRACK

CHICAGO,IL

Summary

CANDIDATE PROFILE Technical manager with strong record of cross-functional teamwork, data-driven solutions, and process standardization and improvement. Innovative approaches to workflow optimizations using Scrum and Agile methodologies with an emphasis on customer-first solutions. Strong critical thinking and problem-solving skills, experienced with remote teams.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Technical Support Engineer

CALLRAIL
02.2021 - 09.2022
  • Rapidly handled user support requests, offering patient guidance in basic troubleshooting. Maintained 95% average customer satisfaction rating, elevating user experience and fostering strong customer loyalty.
  • Contributed 20% reduction in software release cycles by consistently delivering comprehensive bug reports, enabling quicker issue resolution and improving overall product quality.
  • Explained technical information in clear terms to promote better understanding for non-technical users.

Customer Support Analyst

CallRail
08.2019 - 01.2021
  • Created customized solutions for all incoming customer support calls by using screen-share, video and written explanation; provided strong customer support for 20-30 calls/day with 100% customer satisfaction rating
  • Collaborated with product, development, and engineering teams to identify root issues, create fixes, and document process to enhance standard operating procedures; resolved customer issues promptly and effectively.
  • Recognized escalation needs and connected customers with advanced support staff.
  • Responded to customer inquiries and provided technical assistance over phone and in person.

ACCOUNT MANAGER

RUBICON GLOBAL
03.2015 - 09.2018
  • Secured and maintained key accounts for SaaS company by cultivating strong customer relationships, proactively engaging stakeholders, and driving strong sales renewals; provided service to largest account, responding to 15-25 requests/day overseeing 500 locations spanning 9 states
  • Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Trained new employees on customer service, money handling and organizing strategies.

Education

Bachelor of Science - Psychology

Troy University
Troy, AL
05.2012

Skills

  • Data Analysis
  • Customer Relationship Management
  • Customer Satisfaction
  • Technical Support
  • Roadmap Development
  • Strategic Planning
  • Collaborative Team Player
  • Product Knowledge

Certification

SCRUM FUNDAMENTALS CERTIFIED – SCRUMSTUDY | SCRUM, AGILE 2023 AGILE MBA – THE JOB HACKERS | AGILE, SCRUM 2022

Timeline

Technical Support Engineer

CALLRAIL
02.2021 - 09.2022

Customer Support Analyst

CallRail
08.2019 - 01.2021

ACCOUNT MANAGER

RUBICON GLOBAL
03.2015 - 09.2018

Bachelor of Science - Psychology

Troy University

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