Summary
Overview
Work History
Education
Skills
Websites
Timeline
Camille Smith

Camille Smith

Technical support specialist
Adamsville,AL

Summary

Experienced Technical Support Leader with 5+ years in SaaS support, AI-driven automation, and enterprise IT troubleshooting. Proficient in workflow optimization, AI solutions, and customer experience enhancement through ITIL frameworks, CX automation, and API integrations. Committed to driving innovation and improving support operations with measurable impact. Seeking leadership role in AI-enhanced tech environments to elevate support strategies and enhance customer engagement.

Overview

15
15
years of professional experience

Work History

Senior Technology Support Specialist

HealthStream
08.2023 - Current
  • Company Overview: ShiftWizard SaaS Technical Support
  • Reduced ticket resolution time by 35% through AI-driven workflow automation
  • Provided enterprise-level SaaS support across macOS, iOS, and cloud-based integrations
  • Integrated AI-powered chatbots, improving first-contact resolution by 20%
  • Developed & maintained knowledge base documentation, reducing repetitive inquiries by 30%
  • Spearheaded training programs for new hires, enhancing onboarding efficiency
  • Partnered with product teams to refine support strategies & software performance
  • ShiftWizard SaaS Technical Support
  • Key Achievements:
  • Revamped knowledge base → 30% reduction in repeat support tickets
  • Optimized triaging workflows → 35% faster response time, increased SLA compliance
  • Drove AI chatbot implementation → Reduced human intervention by 20%

FMLA Customer Support

ComPsych
10.2022 - 10.2023

Technology Support Specialist T2

Teleperformance
02.2021 - 08.2023
  • Company Overview: Apple Program
  • Managed Tier 2 escalations for macOS, iOS, and Windows platforms
  • Diagnosed & resolved complex Wi-Fi, Bluetooth, & software issues
  • Documented feature requests & bug reports, supporting product improvements
  • Mentored new hires, leading training initiatives to improve service quality
  • Designed escalation handling SOPs, reducing backlog by 20%
  • Apple Program
  • Key Achievements:
  • Increased issue resolution efficiency by 25% through knowledge base article creation & optimized workflows
  • Enhanced AI-driven troubleshooting, streamlining customer interactions
  • Developed structured escalation protocols, boosting team efficiency

Fraudulent Claims Investigator

Amazon
09.2020 - 02.2021

Medical Assistant

P.E.T. Imaging
01.2019 - 11.2019

Medical Assistant/Phlebotomist

UCHealth
01.2010 - 09.2019

Certified Nursing Assistant

Columbine Health
09.2018 - 02.2019

Education

Credits - Nursing & Psychology

Santa Fe Community College

Skills

  • Technical Support & Troubleshooting
  • Root cause analysis
  • AI-assisted diagnostics
  • Bug resolution
  • Enterprise SaaS & Cloud Support
  • API integrations
  • AI-driven chatbot optimization
  • Cloud-based platforms
  • Process Optimization & Documentation
  • SOP creation
  • Workflow automation
  • ITIL best practices
  • Customer Experience & Retention
  • SLA adherence
  • Ticketing systems
  • Salesforce
  • ServiceNow
  • Escalation management
  • Leadership & Strategy
  • Team mentorship
  • KPI tracking
  • Cross-functional collaboration
  • Technology & Tools
  • MacOS
  • Windows
  • IOS
  • Android
  • Microsoft 365
  • Slack
  • Microsoft Teams
  • AI-powered automation

Timeline

Senior Technology Support Specialist - HealthStream
08.2023 - Current
FMLA Customer Support - ComPsych
10.2022 - 10.2023
Technology Support Specialist T2 - Teleperformance
02.2021 - 08.2023
Fraudulent Claims Investigator - Amazon
09.2020 - 02.2021
Medical Assistant - P.E.T. Imaging
01.2019 - 11.2019
Certified Nursing Assistant - Columbine Health
09.2018 - 02.2019
Medical Assistant/Phlebotomist - UCHealth
01.2010 - 09.2019
Santa Fe Community College - Credits, Nursing & Psychology

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Camille SmithTechnical support specialist