Carmina Velten
Clifton Park,NY
Summary
Seasoned Software Specialist able to resolve complex issues. Critical thinker who addresses customer support issues quickly and who consistently exceeds performance. Level-headed and calm in stressful situations with well-developed people skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
22
22
years of professional experience
Work History
Senior Customer Support Specialist
Higher Logic
06.2021 - Current
- Serves as product expert and provides solution with focus on troubleshooting and researching reported issues within Informz and Real Magnet Marketing Automation Platforms
- Respond to client inquiries via Zendesk cases and calls
- Leverage advanced troubleshooting skills and product knowledge to resolve issues as quickly as possible with focus on keeping within targeted SLAs
- Conduct outbound calls and screen-share as needed
- Serve as escalation point to Customer Support Specialist
- Provides solutions to technical roadblocks to Client Support Team and Clients
- Mentor, train, and assist new Customer Support Specialist with onboarding
- Conduct weekly 1:1s with new Customer Support Specialist
- Oversee daily flow of cases into Zendesk and triaged them as necessary
- Premier Support Representation for Marking Automation and Online Community Tier I Clients
- Create cases in JIRA with requirements for Engineering criteria
- Identify and report trends that clients are seeing and escalate technical issues to Application Engineering
- Document best practices to enhance troubleshooting for frontline team
- Interview potential candidates for Customer Support Specialist role
- Responds to Marking Automation posts and questions in Higher Logic’s Online
Customer Support Specialist
Higher Logic
01.2018 - 06.2021
- Provided solutions to technical roadblocks to Client Support Team, Client Success Team and Clients
- Partner with CSMs on Escalation project for Enterprise clients to meet with them monthly to review cases
- Assist in managing support ticketing system (Zendesk) and resolution of client-reported support issue
- Proactively respond to client inquiries via Zendesk and phone in timely and professional manner adhering to SLA
- Create cases in JIRA with requirements for Engineering criteria
- Troubleshoot and resolve support issues or route them to appropriate team
- Assist clients with software set up and best practices
- Assist in ongoing client training which is web-based
- Provide support and training to clients during implementation of new product
- Provided training, mentoring and ongoing assistance to new Customer Support Specialists
- Prioritized and escalated technical issues to Software Operations, Product and Development Teams
- Monitor and respond to client questions on Higher Logic Community
- Recognized escalation needs and connected customers with advanced support staff.
Customer Success Manager
Higher Logic
03.2015 - 12.2017
- Served as an account manager for 60+ clients
- Provided technical assistance, training and e-marketing best practices based on customer requests and needs
- Responsible for over $400,000 in recurring revenue and generated over $20,000 in additional product sales and professional services
- Advised clients how to leverage integrated database and implement communication strategies with Informz application to achieve business goals
- Advocated for solutions to technical roadblocks and enhancement requests
- Completed product knowledge certification and trained new hires and teammates on different features and modules within the Informz application
Customer Success Manager
Send Word Now
03.2011 - 08.2014
- Understanding each client's needs and how they can best utilize our software
- Responsible for multiple software implementations
- Training key users on software
- Troubleshooting/resolving software issues
- Participated in rotating on-call weekly shifts
- Facilitating the interaction between the client and other internal resources
- Developing a trusted relationship with key stakeholders and decision makers
- Manage quarterly projects in addition to daily customer requests
- Tracking and overseeing account activity in CRM
- Liaison between development team for custom enhancements and testing
- Identify bugs and needs for feature requests and relay the to development team
- On-site training for Federal Communications Commission and US Trade and Development Agency
Account executive
Sprint
03.2008 - 08.2011
- Responsible for managing 340 existing business customers as well as strategically targeting new customers
- Pursued selling opportunities by self-prospecting through cold calls, referrals, and qualified leads to meet or exceed monthly sales objectives
- Introduced wireless products, services, and software to potential and existing customers using a consultative sales approach with a focus on solutions selling to fit the needs of the customer’s daily business operations
- Negotiated contracts, create and articulate value propositions, and present customer solutions
- Provided customer service as well as managing customer relationships
- Achieved 221% of quota for fourth quarter 2009
Marketing representative
Fidelis care
06.2010 - 10.2010
- Responsible for pursuing enrollment leads
- Scheduled appointments with prospective members
- Enrolled prospective members in Fidelis Care as their managed care provider
- Meet objectives by consistently enrolling new members
- Established outreach relationships with community organizations and represent Fidelis at community events, health fairs and trade shows
- Conducted marketing efforts in the community to bring awareness to Fidelis programs
- Interfaced with providers and hospital administrators
- Knowledge of Family Health Plus, Child Health Plus, and Medicaid programs
Account executive, sprint
Sprint
06.2004 - 06.2008
- Responsible for driving sales and supporting 27 National Retail accounts that sell Sprint products and services
- Pinnacle Club Winner for outstanding sales performance, successfully achieved 100% or more of quota every month in 2006
- District achieved 140% of quota in February 2008
- Responsible for training employees of National Retail accounts on Sprint products and services and merchandising Sprint display
- Provided National Retailers with monthly store manager meetings and presented information to them on new promotions, new handsets, or any relevant training information
- Responsible for hiring and training part-time Sprint employees to work at Best Buy to drive cell phone sales during peak business hours
- Followed up on customer issues and focused on customer retention
- Maintained monthly target of store visits
- Created marketing events for National Retailers to generate sales
Customer support manager
Value Options
09.2001 - 04.2004
- Analyze claims to determine extent of company's liability, make approval or denial decisions and negotiate settlements with claimants in accordance with policy provisions
- Benefit consultant to members and providers
- Research and follow up on inquiries, faxes, and requests
- Participated in team goals
- Process and examine medical claims
- Responsible for coordinating activities of the social committee
Education
BACHELOR’S Degree -
SUNY Oneonta
Oneonta, NYSkills
- Professional Development
- Proficient in all current versions of Microsoft Windows for PCs and Macs, Microsoft Word, Excel, Access, PowerPoint, HTML, Salesforce, Mondaycom, Catalyst, Desk, ZenDesk, JIRA, ZOOM, SharePoint, Softphones, Avaya, GoToAssist, GoToMeeting, AxoSoft
- Customer Service: Managing Expectations
- Case Support
- Builds and maintain successful relationships with clients
- Highly organized and detail oriented
- Proficient troubleshooter
- Proactive
- Staff Training
- Customer Relationship Management
Timeline
Senior Customer Support Specialist
Higher Logic
06.2021 - Current
Customer Support Specialist
Higher Logic
01.2018 - 06.2021
Customer Success Manager
Higher Logic
03.2015 - 12.2017
Customer Success Manager
Send Word Now
03.2011 - 08.2014
Marketing representative
Fidelis care
06.2010 - 10.2010
Account executive
Sprint
03.2008 - 08.2011
Account executive, sprint
Sprint
06.2004 - 06.2008
Customer support manager
Value Options
09.2001 - 04.2004
BACHELOR’S Degree -
SUNY Oneonta
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