Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Anastasia Carrington

Miami,FL

Summary

Experienced with customer support and technical troubleshooting, ensuring efficient resolution of product issues. Utilizes strong communication to liaise between customers and internal teams, enhancing overall user experience. Track record of successfully adapting to changing environments and delivering high-quality support.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Associate Product Support Specialist

KarmaCheck
05.2024 - 03.2025
  • Delivered internal technical support for background check platform.
  • Offered remote support for support team via email, and chat.
  • Created and updated troubleshooting guides, FAQs, and documentation to enhance product usability.
  • Partnered with product and engineering teams to identify and implement workflow improvements.
  • Recorded and maintained relevant notes for each case.
  • Resolved issues with systems quickly and accurately.
  • Spearheaded cross-functional initiatives aimed at improving overall client experience through enhanced communication channels between departments.
  • Contributed to the creation of a comprehensive knowledge base for internal use, increasing efficiency within the support team.

L1 Technical Support Engineer

Iterable
07.2022 - 04.2024
  • Supported high-profile clients with special requirements, delivering personalized assistance tailored to their unique needs.
  • Diagnosed issues, delivered timely solutions, and documented processes for future use.
  • Participated in ongoing training programs to enhance technical expertise and maintain up-to-date knowledge of current products and services.
  • Collaborated with cross-functional teams to troubleshoot and resolve system-wide problems.
  • Managed high-pressure situations with professionalism, effectively addressing urgent customer concerns while maintaining composure.
  • Received consistent recognition for outstanding performance, demonstrating a strong commitment to customer satisfaction and technical excellence.

Customer Service Representative

Calendly
03.2020 - 07.2022
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Acted as a product expert, providing consultative support and tailored solutions.
  • Collaborated with internal teams to escalate and resolve complex issues.
  • Maintained accurate product documentation and supported regular ticket audits.
  • Boosted customer retention by providing exceptional product support and addressing user concerns.
  • Researched and identified solutions to technical problems.

Community Support Agent

Instacart
11.2018 - 03.2020
  • Delivered professional phone and email support to shoppers and customers, maintaining a consistently positive tone throughout all communications.
  • Demonstrated empathy, de-escalated conflicts, and ensured shopper and customer satisfaction.
  • Worked closely with account managers in handling unique or sensitive shopper or customer situations requiring personalized attention and care during problem-solving activities.
  • Maintained detailed records of shopper and customer interactions, ensuring accurate tracking and followup.
  • Assisted shoppers and customers with app installation, configuration, and troubleshooting tasks for optimal system performance.

Customer Service Representative

Wix.com, Inc
01.2016 - 02.2018
  • Provided technical support and collected product feedback to guide improvements.
  • Achieved 98% customer satisfaction rate.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Provided coaching and mentoring to new hires on the Wix Video product, contributing to their successful integration into the team.
  • Analyzed customer service metrics to identify trends and develop strategies for improvement.
  • Collaborated with product team to communicate customer feedback, resulting in product enhancements.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.

Education

Associate of Arts - Early Childhood Education And Teaching

Miami Dade College
Miami, FL
01.2013

Skills

  • Customer service
  • Documentation
  • Troubleshooting
  • Problem-solving
  • Verbal and written communication
  • CRM
  • SaaS
  • Collaboration
  • Training and mentoring
  • Cross-functional coordination

Certification

  • SQL Training - April 2024

Timeline

Associate Product Support Specialist

KarmaCheck
05.2024 - 03.2025

L1 Technical Support Engineer

Iterable
07.2022 - 04.2024

Customer Service Representative

Calendly
03.2020 - 07.2022

Community Support Agent

Instacart
11.2018 - 03.2020

Customer Service Representative

Wix.com, Inc
01.2016 - 02.2018

Associate of Arts - Early Childhood Education And Teaching

Miami Dade College

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