Anna Clifford

Salt Lake City,UT

Summary

Dedicated support lead with expertise in streamlining processes and improving user satisfaction. Proven ability to manage escalations effectively and build strong relationships with customers, enhancing overall service delivery.

Overview

years of professional experience

Work History

T3 Technical Support / Assigned Support Lead

Adobe

Lehi, UT

07.2023 - Current

Oversaw resolution of customer issues by support team, improving overall user satisfaction.
Developed training materials for new team members, improving onboarding efficiency and knowledge retention.
Streamlined support processes using ticketing systems, reducing response times and increasing resolution rates.
Collaborated with cross-functional teams to identify product improvements based on customer feedback and support trends.
Implemented best practices for issue resolution, fostering a culture of continuous improvement within the support team.
Managed escalated cases effectively, ensuring timely resolutions while maintaining strong customer relationships.

T3 Technical Support

NICE InContact

Sandy, UT

12.2021 - 07.2023

Self-motivated, with a strong sense of personal responsibility.
Worked effectively in fast-paced environments.
Skilled at working independently and collaboratively in a team environment.
Proven ability to learn quickly and adapt to new situations.
Excellent communication skills, both verbal and written.
Worked well in a team setting, providing support and guidance.
Demonstrated respect, friendliness, and willingness to help wherever needed.
Assisted with day-to-day operations, working efficiently and productively with all team members.
Passionate about learning and committed to continual improvement.

Help Desk Technician

TEKsystems

Sandy, UT

07.2020 - 12.2021

Provided technical support for hardware and software issues, ensuring timely resolution for end-users.
Diagnosed and resolved network connectivity problems to maintain operational efficiency across all departments.
Collaborated with cross-functional teams to implement IT solutions that improved user experience and productivity.
Mentored junior technicians, enhancing team skills and improving overall service delivery quality.
Developed troubleshooting documentation, streamlining processes for quicker issue resolution by staff.
Led initiatives to upgrade systems, increasing performance reliability and reducing downtime across services.

Education

Science

Salt Lake Community College

Salt Lake City, UT

12-2028

Skills

Service level agreement management
Team management
Escalation handling
Feedback management
Ticket management
Customer service
Network troubleshooting

Remote support
Customer engagement
Relationship building
Client communication
Technical troubleshooting
Customer relationship management

Timeline