Briana Davis
Chicago,IL
Summary
Results-oriented Technical Customer Experience Specialist with 8+ years of experience bridging the gap between deep technical troubleshooting and premium client relations in fast-paced SaaS environments. Proven track record of diagnosing complex platform issues, managing Tier II escalations, and cross-functionally collaborating with engineering and success teams to drive platform stability and retention. Exceptional communicator skilled at translating technical solutions into clear, actionable steps to maximize user experience and protect revenue.
Overview
12
12
years of professional experience
Work History
Technical Customer Experience Specialist (Tier II)
ACTIVECAMPAIGN
03.2021 - Current
- Conduct one-on-one video consultations, technical screen-share sessions, and onboarding walkthroughs to help clients optimize platform utilization and navigate complex setups.
- Utilize Zendesk daily to manage and resolve escalated Tier II customer tickets, consistently meeting strict SLAs (Service Level Agreements) and response time goals.
- Troubleshoot customer integrations and data syncing issues, accurately isolating bugs and logging technical details in Jira for engineering review.
- Partner cross-functionally with Sales, Customer Success, and Tier III Technical Support teams to smoothly transition complex software issues and protect high-value customer accounts.
- Serve as a 'Voice of the Customer' by gathering client feedback and product friction points during calls, systematically sharing insights to help improve user experience.
- Monitor internal channels to flag documentation inconsistencies and share technical workarounds, keeping the team agile and improving internal knowledge shares.
- Leverage strong de-escalation techniques to turn frustrated user experiences into positive interactions, maintaining excellent personal CSAT (Customer Satisfaction) and NPS metrics.
- Bridge the gap between deep technical troubleshooting and premium customer experience, proactively identifying product friction points to advocate for high-impact user experience enhancements.
Technical Support Representative
VENMO
06.2018 - 03.2021
- Diagnosed platform performance issues, application errors, and user account restrictions by leveraging specialized internal admin tools and database consoles to audit transaction histories.
- Triaged technical checkout anomalies involving Venmo Card transactions, point-of-sale (POS) payment processing errors, and digital card provisioning discrepancies.
- Analyzed peer-to-peer (P2P) transaction logs to investigate payment failures, account disputes, and unauthorized activity, providing accurate technical and compliance-driven solutions.
- Maintained strict data security and compliance with financial industry regulations (including PCI-DSS and KYC protocols) while handling sensitive banking infrastructure and encrypted customer data.
- Adapted rapidly to ongoing software updates, backend feature rollouts, and changing compliance procedures to ensure high-quality, technically accurate troubleshooting.
Customer Care Associate
AT&T
10.2017 - 06.2018
- Answered diverse client inquiries regarding telecommunications services and products, systematically identifying and reporting recurring system problem areas.
- Utilized enterprise CRM systems and specialized internal tools to efficiently service accounts and manage customer data.
- Applied strong verbal and analytical skills to gather troubleshooting data, solve customer problems, and communicate resolutions clearly.
- Maintained a comprehensive, up-to-date working knowledge of all company products, services, and promotional offerings to provide accurate support.
Customer Service Representative
GRUBHUB
03.2015 - 10.2017
- Managed a high volume of omni-channel customer and partner communications across email, live chat, social media, and inbound/outbound phone queues to resolve complex delivery logistics.
- Executed real-time modifications to corporate restaurant partner account settings and order configurations, meticulously documenting all system updates and troubleshooting steps.
- Collaborated cross-functional with product, technology, and marketing teams to systematically escalate software glitches and optimize overall user experience.
- Partnered closely with the leadership team to consistently achieve stringent call center KPIs, performance metrics, and customer satisfaction goals.
Pharmacy Service Representative
CVS CAREMARK
06.2014 - 02.2015
- Navigated specialized internal healthcare databases and conducted targeted research to resolve complex telephone inquiries regarding specialty medications, coverage, and pharmacy services.
- Gathered and securely documented clinical and demographic patient data to initiate and support the comprehensive insurance benefits investigation process.
- Leveraged a solid foundation in medical terminology, insurance frameworks, and specialty healthcare products to deliver highly accurate and compliant client support.
Education
Associate of Science - Science
Harry S. Truman
Chicago, IL05.2014
Skills
- Technical Support & Systems
- Tier II Technical Troubleshooting, Bug Isolation & Documentation, Platform Integration Diagnostics, Incident Management, Infrastructure Alert Monitoring
- Tools: Zendesk, Jira, CRM Platforms, Slack
- Customer Experience & Strategy
- Technical Customer Experience (CX), High-Touch Client Consultations, Customer Onboarding & Training, De-escalation & Revenue Retention, Voice of the Customer (VoC) Feedback, Cross-functional Collaboration
- Metrics & Operations: SLA Management, CSAT/NPS Optimization, Internal Knowledge Share Contribution
Timeline
Technical Customer Experience Specialist (Tier II)
ACTIVECAMPAIGN
03.2021 - Current
Technical Support Representative
VENMO
06.2018 - 03.2021
Customer Care Associate
AT&T
10.2017 - 06.2018
Customer Service Representative
GRUBHUB
03.2015 - 10.2017
Pharmacy Service Representative
CVS CAREMARK
06.2014 - 02.2015
Associate of Science - Science
Harry S. Truman