Christian Victoria Mercer
Austin,TX
Summary
Experienced Senior Technology Expert with top-notch implementation and project management abilities. Highly organized, methodical and skilled at overseeing daily milestones across high-performance teams. Well-versed in QA testing, technical administration, planning, and deployment.
Overview
11
11
years of professional experience
Work History
Senior Technology Triage Specialist
Wipro Contractor For Meta
09.2021 - Current
- Document support procedures, processes and solutions in centralized systems, enabling user self-service.
- Test new applications prior to deployment and provide detailed bug reports for Eng support.
- Improve overall user experience through support, training, troubleshooting, improvements and communication of system changes.
- Generate reports to track performance and analyze trends.
Consumer Product Specialist
LegalZoom
10.2020 - 07.2021
- Assisted potential clients by offering product solutions for their estate planning needs
- Researched document and state specific requirements for legal documents and breakdown the final execution requirements.
- Created networking opportunities with existing clients by building trust and delivering applicable product knowledge for their specific needs.
Account Manager
Exela Technologies
10.2018 - 08.2020
- Created a daily progress and expectations report of all open orders, including timeframe and ETA, to review on daily clients calls.
- Streamlined existing report documentation with live formulas and tables for necessary calculations, removing the need for manual calculations and effectively reducing daily work load by 20%.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Negotiated prices, terms of sales and service agreements, saving the client 10% on overhead during the start of the pandemic.
- Selected correct products based on customer needs, product specifications and applicable regulations.
Operations Analyst
Assurant Field Services
11.2013 - 07.2018
- Run daily and weekly performance scrubs to review with the property team and maintain client expectations.
- Managed portfolio of 200+ properties across the US, ensuring appropriate services were completed timely and efficiently
- Worked with our vendor sourcing team to create a reliable vendor network across all states.
- Launched abandoned animal initiative for pre/post foreclosure properties where no guide had been previously.
CSR: Team Lead
Nationwide Insurance
01.2012 - 10.2013
- First response resolution specialist for inbound claims support in a fast paced, critical thinking, environment.
- Accurately documented client information within strict time parameters within multiple platforms.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
Education
Business Management
University Maryland University College
Lakenheath, UKBusiness Management
San Antonio College
San Antonio, TXSkills
- 65 WPM
- Client Meetings
- Microsoft Office, including advanced Excel
- SQL, DOS, basic
- Bug Fixes
- Troubleshooting Network Issues
- Documentation Support
- FAQ Updating
- Issue Escalation
- Expense Reduction
- Desktop Support
- Technical Support and Assistance
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Each problem that I solved became a rule, which served afterwards to solve other problems.
Rene Descartes
Timeline
Senior Technology Triage Specialist
Wipro Contractor For Meta
09.2021 - Current
Consumer Product Specialist
LegalZoom
10.2020 - 07.2021
Account Manager
Exela Technologies
10.2018 - 08.2020
Operations Analyst
Assurant Field Services
11.2013 - 07.2018
CSR: Team Lead
Nationwide Insurance
01.2012 - 10.2013
Business Management
University Maryland University College
Business Management
San Antonio College
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