Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Ana Brooks

Sacramento,California

Summary

Versatile Support Specialist skilled handling data, technical issues and personnel support tasks in distributed environment. Self-motivated and attentive with good interpersonal and problem-solving abilities.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Support Specialist

Ease
01.2021 - 10.2022
  • Resolved over 50% of customer inquiries in the first contact, via phone, email, or chat, and ensured customer satisfaction
  • Diagnosed, documented, and resolved software issues personal expertise, and probing questions
  • Analyzed product malfunctions and reported issues to the development team, improving response time and customer satisfaction by 40%what
  • Updated internal databases with information about technical issues and useful discussions with customers
  • Shared feature request and effective workarounds with team, resulting in a 15% increase in customer satisfaction.

Senior Operations Specialist

SMS Assist
10.2017 - 04.2020
  • Managed the communication process between the company and its affiliates in a manner that adhered to all contracts and agreed upon Scope of Work, achieving a 95% satisfaction rate among affiliates
  • Sourced and dispatched more than 1,000 affiliates to various projects throughout the United States and ensured the budget for projects was adhered to
  • Identified, researched, and resolved customer issues using a web-based system and a database, improving satisfaction ratings by 25% over a 3-month period
  • Motivated and trained employees to maximize team productivity
  • Served as mediator when appropriate to settle conflicts and discrepancies between field personnel and management.

Accounts Payable Specialist

Hawktree International
03.2016 - 09.2017
  • Processed invoices and journal entries with efficiency and accuracy, resulting in decreased discrepancies
  • Generated and submitted invoices based upon established accounts receivable schedules and terms
  • Reached out to vendors and customers to verify information and follow up on client issues
  • Produced month-end closing reports and provided actionable suggestions on remittance for quick resolution
  • Entered figures using 10-key calculator to compute data quickly.

Education

Bachelor of Science - Cybersecurity and Information Assurance

Western Governors University
2023

Skills

SaaS product knowledge

Software Troubleshooting & Problem Solving

Phone, Chat, & Email Technical Support

Proficiency with operating systems (Windows, MacOS

Networking concepts and technologies (LAN, WAN, TCP/IP, DNS)

Project management and collaboration tools (Jira, Salesforce, Slack, Confluence, Asana)

Technical Support and Assistance

Client Relationships

Collaborative Team Player

Customer Communication and Empathy

Tracking and Documentation

Issue and Resolution Tracking

Account Management

Conflict Resolution

Certification

Google IT Professional Specialization

Timeline

Support Specialist

Ease
01.2021 - 10.2022

Senior Operations Specialist

SMS Assist
10.2017 - 04.2020

Accounts Payable Specialist

Hawktree International
03.2016 - 09.2017

Bachelor of Science - Cybersecurity and Information Assurance

Western Governors University

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