Angelica Bravo
San Antonio,TX
Summary
Results-driven support professional with proven track record of delivering effective product support and customer satisfaction. Known for expertise in troubleshooting and problem-solving, ensuring seamless product usage. Delivers consistent results through collaborative teamwork and adaptability to evolving requirements, with strong skills in technical support and customer communication.
Overview
2
2
years of professional experience
Work History
Product Support Specialist
Jabra Enhance
08.2024 - Current
- Provide Tier 2 technical support for Jabra products via phone, email, and chat, documenting all customer interactions and ensuring resolution of complex issues.
- Educate customers on product features and web tools to enhance user experience and product understanding.
- Collaborate closely with team members to ensure high-quality customer experiences, and independently evaluate new products prior to launch.
- Leverage empathy and customer-focused judgment to deliver solutions that maximize satisfaction and strengthen brand loyalty.
Customer Support Coordinator
Jabra Enhance
10.2023 - 08.2024
- Acted as the primary contact for customer inquiries, maintaining high responsiveness and service standards across phone, email, and SMS.
- Supported customer troubleshooting with Level 1 issue resolution, while maintaining detailed documentation to inform future improvements.
- Coordinated appointments and managed customer scheduling, returns, and warranty claims in alignment with company protocols.
Pathology Support Supervisor
Natera
05.2023 - 08.2023
- Directed a team of 30 support coordinators, reducing ticket resolution time by 75% through automation and process refinement.
- Designed and led new hire training programs, raising team competency and aligning with company service standards.
- Conducted regular 1:1 coaching and team meetings to promote growth, manage feedback, and ensure consistent service quality.
- Led cross-functional initiatives, collaborating with multiple departments to drive operational improvements and elevate the customer experience.
Skills
- Remote Support
- Customer service expert
- Problem-solving aptitude
- Resolve technical problems
- Telephone support
- Hardware troubleshooting
- Application support
- Escalation management
- Ticketing systems
- Operating systems
- Leadership & Team Management
- Advanced CRM Systems (Salesforce)
- Customer Relationship Management
- Stakeholder Collaboration
- Documentation & Procedure Development
- Strong Verbal/Written Communication
- Process Improvement
Timeline
Product Support Specialist
Jabra Enhance
08.2024 - Current
Customer Support Coordinator
Jabra Enhance
10.2023 - 08.2024
Pathology Support Supervisor
Natera
05.2023 - 08.2023
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