Ashli Cruz
Chicago
Summary
Senior Support Specialist with over five years of experience in technical support within the SaaS/Tech space. Adept at troubleshooting complex issues, enhancing customer satisfaction, and optimizing support processes. Passionate about continuous improvement, knowledge sharing, and delivering best-in-class support experiences.
Overview
8
8
years of professional experience
Work History
Senior Support Specialist
Hello Heart
02.2024 - Current
- Overhauled Quality Control (QC) and Quality Assurance (QA) processes for Tier 1 and Tier 2 agents, achieving 100% QC performance in Q4 2024
- Took additional ownership of the Tier 1 process, regularly providing direct feedback to Tier 1 leadership
- Revamped the Tier 1 Learning Management System (LMS) & quick guides, improving training and efficiency
- Served as the point person for Medallia issues & support, streamlining reporting and issue resolution
Customer Support Specialist
Hello Heart
11.2021 - 02.2024
- Consistently achieved top performance across department metrics, maintaining a 90%+ CSAT score and exceeding SLAs
- Assisted with the creation and maintenance of client-related support documentation, managing internal knowledge bases (KBs), crafting user-facing macros and FAQs to streamline support operations
- Mentored new team members, sharing best practices for ticket handling and customer interactions
- Acted as an advocate for our users by gathering and analyzing feedback, and sharing insights with internal teams to drive process improvements
Student Support Advisor
DeVry University
02.2020 - 11.2021
- Assisted in the student onboarding process, answering inbound and outbound questions, ensuring a seamless transition
- Created financial plans and communicated deadlines, achieving 90%+ adherence to schedule and availability metrics
- Maintained expertise in academic and Title IV policies, exceeding 90% QA metrics for call quality
Cake Decorator/Bakery Clerk
Jewel Osco
05.2019 - 02.2020
- Ensured high customer satisfaction by accurately fulfilling in-person and telephone orders
- Decorated cakes and other baked items, enhancing product presentation and sales
- Monitored product dates and stock displays to maintain variety and inventory accuracy
Customer Service Specialist
Venmo
12.2016 - 06.2018
- Resolved SaaS account issues using analytical and problem-solving skills, maintaining 90%+ quality assurance scores
- Delivered exceptional customer service via calls, chats, social media DMs, and emails, achieving a Customer Satisfaction rating of 4.48/5.0
- Assisted with research projects and trained new hires on Zendesk and internal processes
Education
Bachelor of Science - Criminal Justice
Southern New Hampshire University
01.2020
Skills
- Troubleshooting & Issue Resolution
- Data Analysis & Reporting
- Cross-Functional Collaboration
- SLA Management & Performance Metrics
- Team Leadership & Mentorship
- Quality Control (QC) & Quality Assurance (QA)
- Knowledge Base Development & Documentation
- CRM & Ticketing Systems (Zendesk, Salesforce)
Timeline
Senior Support Specialist
Hello Heart
02.2024 - Current
Customer Support Specialist
Hello Heart
11.2021 - 02.2024
Student Support Advisor
DeVry University
02.2020 - 11.2021
Cake Decorator/Bakery Clerk
Jewel Osco
05.2019 - 02.2020
Customer Service Specialist
Venmo
12.2016 - 06.2018
Bachelor of Science - Criminal Justice
Southern New Hampshire University
Similar Profiles
Bianca LopezBianca Lopez
Senior Consultant Relations Manager at Hello HeartSenior Consultant Relations Manager at Hello Heart
Andrew Peter WilliamsAndrew Peter Williams
Senior Customer Support Specialist at Hello HeartSenior Customer Support Specialist at Hello Heart
Robin WheelerRobin Wheeler
Business Office Manager at Heart to Heart HospiceBusiness Office Manager at Heart to Heart Hospice