Amy Fujita
Milpitas,CA
Summary
Dynamic support professional with extensive experience in team management and training. Known for implementing data-driven process improvements that enhance efficiency and service quality. Committed to fostering a culture of collaboration and continuous learning.
Overview
18
18
years of professional experience
Work History
Global Elevated Support Lead
Zoetis
01.2024 - 08.2026
- Led support teams in resolving customer inquiries and issues efficiently.
- Mentored junior staff, enhancing team performance and service quality.
- Implemented process improvements, streamlining workflows for enhanced productivity.
- Collaborated with cross-functional teams to address client needs and feedback effectively.
- Developed training materials, facilitating knowledge transfer and skill enhancement within the team.
- Analyzed support metrics to identify trends and inform strategy adjustments.
- Coordinated escalations, maintaining effective communication between clients and internal stakeholders.
- Managed a team of support professionals, fostering teamwork and setting performance goals.
- Proactively identified potential product flaws through pattern analysis of recurring customer issues.
- Enhanced communication channels within the organization to facilitate information flow between departments related to customer needs and concerns.
- Developed comprehensive knowledge base articles that allowed customers to effectively self-serve when appropriate.
- Reduced average resolution time by implementing standardized troubleshooting techniques across the team.
- Coordinated efforts with product management teams to ensure effective user experience based on customer feedback.
- Established quality assurance protocols that led to consistent delivery of high-quality customer service experiences.
- Tested new software and hardware prior to deployment.
Diagnostics Technical Support Manager
Zoetis
09.2020 - 01.2024
- Led technical support team to resolve complex customer issues and enhance user satisfaction.
- Developed training programs for staff, improving product knowledge and troubleshooting skills.
- Implemented process improvements, reducing response times and increasing first-contact resolution rates.
- Coordinated cross-functional collaboration to streamline support workflows and enhance service delivery.
- Analyzed support metrics to identify trends and drive continuous improvement initiatives across teams.
- Mentored junior staff, fostering a culture of learning and professional development within the team.
- Managed escalated cases, ensuring prompt resolutions while maintaining strong client relationships.
- Collaborated with product development teams to provide customer feedback for system enhancements and updates.
- Tracked KPIs and created continuous improvement plans.
- Fostered an environment of continuous improvement through active solicitation of feedback from both customers and internal staff members.
- Collaborated with cross-functional teams to identify and resolve systemic product issues.
- Mentored junior support staff, fostering a culture of collaboration and learning within the team.
- Analyzed and developed service goals for in-bound call center.
- Led regular meetings with key stakeholders to discuss ongoing initiatives, challenges, and successes in the support department.
- Implemented effective performance metrics, driving continuous improvement in the support team''s performance.
- Supported new product launches through seamless integration of new technologies into existing support frameworks.
Technical Support Supervisor
Zoetis
01.2015 - 09.2020
- Supervised technical support team to enhance service quality and operational efficiency.
- Implemented training programs for new staff, improving onboarding processes and knowledge retention.
- Developed troubleshooting protocols, reducing resolution time for customer inquiries and issues.
- Analyzed performance metrics to identify areas for process improvement and increase customer satisfaction.
- Led initiatives to upgrade support ticketing systems, optimizing workflow and tracking efficiency.
- Mentored junior staff, fostering skill development and promoting a culture of continuous improvement.
- Led regular meetings with the team to discuss updates in technology trends, ensuring all members stayed current with industry developments.
- Mentored junior team members, providing guidance and support for their professional growth.
Technical Support Product Specialist
Zoetis
01.2011 - 01.2015
- Developed and implemented product training programs for internal teams and clients.
- Collaborated with cross-functional teams to enhance customer support processes and engagement.
- Led initiatives to streamline workflows, resulting in increased efficiency across product management activities.
- Mentored junior staff on best practices in product knowledge and client relationship management.
- Assisted with demonstrations for Product to showcase functionality.
- Supported sales representatives during client meetings by providing expert knowledge on specific features or functionalities of the given product line.
- Boosted customer retention by providing exceptional product support and addressing user concerns.
- Continually expanded knowledge of product line.
- Collaborated with cross-functional teams to streamline product development processes.
- Reviewed and analyzed customer feedback, incorporating valuable suggestions into future product iterations.
Technical Support Representative
Zoetis
10.2008 - 01.2011
- Resolved technical inquiries, providing accurate solutions to enhance customer satisfaction.
- Diagnosed and troubleshot software issues, ensuring minimal disruption for users.
- Collaborated with cross-functional teams to streamline support processes and improve service delivery.
- Monitored ticketing system to prioritize and address high-impact customer concerns effectively.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
Education
Master of Science - Molecular Biology
San Jose State University
San Jose, CAMaster of Science - Marine Biology
California State University, Monterey Bay
Seaside, CA06-2005
Skills
- Service level agreement management
- Team management
- Escalation handling
- Feedback management
- Customer service
- Remote support
- Relationship building
- Training and coaching
- Documentation and reporting
- Data analysis
- Cross-functional coordination
Accomplishments
- Supervised team of 60 staff members.
- Collaborated with Global Support Teams in the development of Knowledge articles and Training content.
- Achieved >80% same day resolution by creating team dashboards and teams collaboration channels.
- Achieved
- Documented and resolved device, AI and cloud related issue which led to increased sales and customer satisfaction.
Timeline
Global Elevated Support Lead
Zoetis
01.2024 - 08.2026
Diagnostics Technical Support Manager
Zoetis
09.2020 - 01.2024
Technical Support Supervisor
Zoetis
01.2015 - 09.2020
Technical Support Product Specialist
Zoetis
01.2011 - 01.2015
Technical Support Representative
Zoetis
10.2008 - 01.2011
Master of Science - Molecular Biology
San Jose State University
Master of Science - Marine Biology
California State University, Monterey Bay