Briana Lucero
Denver
Summary
Customer-focused SaaS support professional with 4+ years of experience in compliance-aware, queue-based environments. Hands-on experience supporting AppFolio payments, resolving billing, account, and workflow issues across multiple channels. Detail-oriented, trusted, and effective in fast-paced, cross-functional teams.
Overview
4
4
years of professional experience
Work History
Customer Success Associate / Team Leader
Nomad Leasing
01.2023 - Current
- Serve as a primary customer-facing support resource for owners, tenants, and internal teams using AppFolio Property Manager, with a strong focus on payments, disbursements, vendor charges, and account accuracy.
- Manage a high-volume, queue-based support workload while meeting strict response time and SLA expectations.
- Provide phone, email, Slack, and Zoom-based support, resolving complex customer issues involving payment discrepancies, lease charges, and account access.
- Act as a liaison between customers, internal operations, and third-party vendors to ensure procedural alignment and timely resolution.
- Handle sensitive financial and personal information with accuracy and discretion, maintaining compliance with internal policies.
- Identify trends in customer issues and provide feedback that contributes to process improvements and clearer documentation.
- Train and support offshore team members, ensuring consistent troubleshooting standards and customer experience.
- Support escalations requiring strong judgment, detailed documentation, and customer de-escalation.
Customer Success Specialist
Pinemelon
11.2023 - 01.2024
- Resolved account and system issues, enhancing customer satisfaction and support efficiency.
- Simplified troubleshooting communications for non-technical users, improving understanding and resolution time.
- Documented customer cases meticulously, ensuring clarity and future reference for team members.
- Collaborated with teams to efficiently resolve customer inquiries and enhance service quality.
- Analyzed customer feedback, identifying trends to improve overall service delivery.
Key Account Representative
Deckers Brands
03.2023 - 07.2023
- Ensured accurate data processing by utilizing EDI and order management tools.
- Collaborated with teams to identify and resolve system and workflow issues.
- Oversaw high-volume accounts, maintaining strict accuracy and SLA compliance.
- Diagnosed and resolved order, shipment, and integration failures efficiently.
- Cultivated key account relationships, aligning services with customer expectations.
- Enhanced client loyalty and retention through strong relationship management.
Order Processing Specialist
Marathon Medical
09.2022 - 01.2023
- Enhanced data processing efficiency by managing high-volume inputs with SAGE.
- Resolved data discrepancies through thorough investigation and correction initiatives.
- Streamlined documentation processes to boost accessibility and regulatory compliance.
- Facilitated timely order fulfillment using ERP systems for incoming orders.
- Collaborated with departments to rectify order issues and elevate customer satisfaction.
Claims Representative II
Home Buyers Warranty
11.2021 - 08.2022
- Resolved claim issues by analyzing system data and workflow discrepancies.
- Supported teams and contractors with system access and necessary updates.
- Documented and resolved escalated accounts requiring detailed issue handling.
- Evaluated warranty claims to ensure adherence to company compliance policies.
- Collected client information to facilitate efficient claim resolution.
- Partnered with repair services to enhance claim processing and customer satisfaction.
Education
Graphic Design -
Community College of Denver
Denver, CO05.2026
High School Diploma - undefined
Denver South High School
Skills
- Technical Troubleshooting (Experienced)
- SaaS Support (Expert)
- Ticketing Systems (Experienced)
- Password Resets (Expert)
- Documentation (Expert)
- Device Setup (Expert)
- AV/Hybrid Meeting Support (Expert)
- Excel/Google Sheets (Experienced)
- Customer Service (Expert)
- Problem Resolution (Expert)
Timeline
Customer Success Specialist
Pinemelon
11.2023 - 01.2024
Key Account Representative
Deckers Brands
03.2023 - 07.2023
Customer Success Associate / Team Leader
Nomad Leasing
01.2023 - Current
Order Processing Specialist
Marathon Medical
09.2022 - 01.2023
Claims Representative II
Home Buyers Warranty
11.2021 - 08.2022
High School Diploma - undefined
Denver South High School
Graphic Design -
Community College of Denver