Hi, I’m
Christina Brown
Lenexa,KS
Summary
Experienced professional with a strong background in customer service and technical support, specializing in supporting SaaS for over 10 years. Skilled in communicating complex concepts to end users. Adept at resolving technical issues and enhancing user satisfaction. Proven track record of enhancing customer satisfaction through clear communication and timely resolution of support tickets.
Recognized for reliability and consistently achieving impactful results. Strong focus on team collaboration and achieving desired outcomes with adaptability and dependability. Committed to collaborative team efforts and adaptable to evolving needs.
Overview
24
years of professional experience
Work History
VelocityEHS
Customer Support Engineer
01.2022 - 12.2024
Job overview
- As a Customer Support Engineer, I was responsible for providing personalized white glove support for high-touch customers
- I was the primary support resource for my customers, provided specialized reporting, tracked and managed changes in their unique environments, and met with them on a regular basis to discuss their concerns
- In addition to my primary clients, I also provided troubleshooting, product education, and managed escalated issues for unassigned clients
- In addition to supporting clients, I was focused on improving the tools available to the support team
- I quadrupled the number of entries we had in our support documentation and reorganized it so it would be easier to find articles
- Whenever I needed to perform deep-dive research on an aspect of the product I supported, I shared my findings with my co-workers and ensured that they were documented for future use
- I provided mentoring to several co-workers after they were trained on the products I supported
- While mentoring, I would demonstrate how to interpret customer questions, research their requests, troubleshoot reported issues, and I helped craft custom responses
HCL Technologies
Senior Product Support Specialist
12.2020 - 10.2021
Job overview
- Company Overview: Work from Home
- I review troubleshooting tickets for a SaaS web conferencing product that have been escalated by our Tier 1 team, perform additional troubleshooting and analysis and then work with our Tier 3 team and developers to identify solutions for our clients
- I provide support to our Tier 1 team by answering technical and account management-related questions and helping them develop their product knowledge and communication skills
- I perform quality reviews for our Tier 1 team's client interactions via call, chat and email and provide feedback to the agents
- I helped develop the quality process for the team and created the structure that the quality review agents use
- Every week I create a newsletter for the Tier 1 agents collating product updates, process changes, and the questions that have been asked throughout the week
- I also create and score the quiz that is sent out to test the Tier 1 agents over the contents of the weekly newsletters
- I have written documentation for several processes and communicated the changes to the team
- I have created several Teams in Microsoft Teams to help organize documents and communicate information to our Tier 1, Tier 2, and Quality Teams
- I am responsible for identifying trends by reviewing cases and opening tracking tickets that can be used by our Support agents when there is a temporary service impairment or a product behaving unexpectedly
- Work from Home
PGi
Senior Product Support Specialist
12.2018 - 12.2020
Job overview
- Technical Support agent in an award winning Specialized Tier 2 group that combines direct client support with in depth analysis and research of issues to maximize first call resolution
- Resolved advanced troubleshooting issues via phone calls, chats and emails for our audio conferencing products
- Used Sumo and Wireshark to analyze logging for PSTN and VoIP issues
- Collaborated with various teams and departmental managers to effectively communicate client-impacting trends or issues
- Administrator for a Slack Team with hundreds of employees
- Built and maintained Slackbot responses helping agents easily access information quickly, managed activating and deactivating accounts, troubleshot issues with integrations, and managed channel creation
Expert Support
Technical Support agent
01.2016 - 12.2018
Job overview
- Technical Support agent in an award winning Specialized Tier 2 group that combined direct client support with in depth analysis and research of issues to maximize first call resolution
- Resolved advanced troubleshooting issues via phone calls, chats and emails exclusively for iMeet and GlobalMeet
- Analyzed Sumo and product logging to identify potential causes of issues and had a high rate of successfully resolved cases with no escalation needed
- Mentored new agents as they were released from training
- Assisted in creating and reviewing internal documentation
Product Support Specialist
Product Support Specialist
05.2012 - 12.2015
Job overview
- I provided support to clients over the phone and through chats and emails
- I reviewed basic account information with clients and also provided troubleshooting
- WebEx Product Pro - I educated clients and co-workers on how to use WebEx and performed additional research on the product and presented information to the team as a Subject Matter Expert
- When working on the chat team, I focused on resolving client questions and concerns using the Syntellect chat program
- I helped process emails and web tickets between chats
- As a special project, I rewrote most of the chat and email responses that my team used in Syntellect and some of these responses are still in use
- I worked with our Global Trending representative to pull reports, created tickets for tracking purposes and performed handoff calls with other regions, ensuring that all agents were aware of service impairments
Kratos Defense and Security Solutions
Contact Management Representative
12.2011 - 05.2012
Job overview
- I was the subject matter expert for email handling and processed 40-120 emails a day supporting our dispatch services and facilitating communications between clients and local offices
- I wrote several documents to help improve processes and improve procedures for the Integration department, including the manual for the email process
- Customers and technicians preferred to speak with me due to my high accuracy rating and efficient data entry
Ingersoll Rand Security Technologies
SSDC Customer Service Representative
06.2006 - 01.2012
Job overview
- Provided technical support to clients who needed assistance installing and maintaining consumer grade door handles and locks
- I was able to successfully explain how to properly install a lock to clients with no experience in home maintenance
- Processed between 50-100 emails a day and wrote several of the responses that later became standardized for use by all agents
- Was on the committee to help design a new service request program and co-wrote the program manual
- Was a member of the Sarbanes-Oxley team and the Green Team
T-Mobile
Advanced Care Representative
01.2004 - 04.2006
Job overview
- Provided high level support on advanced data devices (Microsoft Phones, Blackberries, and other smart phones) to consumers, educating clients on how to use the products and the software included, as well as configuring devices to operate correctly on our network
T-Mobile
Web Correspondence Representative
09.2001 - 12.2003
Job overview
- Provided Customer Care service as part of the original online support team
- Support included billing support, technical support, plan and features review, and troubleshooting online account access
- Was consistently one of the highest performers in terms of both quality and volume
T-Mobile
Customer Care Representative
07.2000 - 09.2001
Job overview
- I assisted customers with resolving billing issues, processed payments over the phone, and made recommendations for service plans and features that would benefit clients
- Troubleshot phone hardware and software issues with clients who were not technically proficient
- Processed phone exchanges and made recommendations for phone replacements and upgrades
Education
Blue Valley High School
High School
05.1999
Skills
- Ticket management
- Email communication
- Issue resolution
- Incident reporting
- Knowledge base maintenance
- Microsoft office
- First call resolution
- Customer support
- Technical support
- Product knowledge
- Computer proficiency
- Multitasking and organization
Awards
- Making the Difference
- Difference Maker
- Top Performer
- Peak Award
- Gold Stevie Winner: Support Team of the Year
Personal Information
Title: Customer Support Engineer
Timeline
Customer Support Engineer
VelocityEHS
01.2022 - 12.2024
Senior Product Support Specialist
HCL Technologies
12.2020 - 10.2021
Senior Product Support Specialist
PGi
12.2018 - 12.2020
Technical Support agent
Expert Support
01.2016 - 12.2018
Product Support Specialist
Product Support Specialist
05.2012 - 12.2015
Contact Management Representative
Kratos Defense and Security Solutions
12.2011 - 05.2012
SSDC Customer Service Representative
Ingersoll Rand Security Technologies
06.2006 - 01.2012
Advanced Care Representative
T-Mobile
01.2004 - 04.2006
Web Correspondence Representative
T-Mobile
09.2001 - 12.2003
Customer Care Representative
T-Mobile
07.2000 - 09.2001
Blue Valley High School
High School
Similar Profiles
Jana El SarrajJana El Sarraj
Senior Project Manager, Professional Services at VelocityEHSSenior Project Manager, Professional Services at VelocityEHS
Matthew MaassMatthew Maass
Team Lead, Onboarding at VelocityEHSTeam Lead, Onboarding at VelocityEHS
Ted KleinTed Klein
Summary at VelocityEHSSummary at VelocityEHS