Summary
Overview
Work History
Education
Skills
Timeline
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Deborah Curry

Schaumburg,IL

Summary

Experienced SaaS Client Support Specialist skilled in leveraging Zendesk, Salesforce, JIRA and other tools to effectively communicate technical information and resolve client issues. Committed to exceeding expectations in client satisfaction, retention, and feedback through proactive problem-solving and outstanding communication skills.

Overview

6
6
years of professional experience

Work History

Client Support Specialist II

ClearGov
11.2022 - Current
  • Communicated complex technical information to clients via Zendesk, achieving an average satisfaction rating of 98%
  • Demonstrated strong technical aptitude and served as a product expert in ClearGov's software products, resulting in a high reduction of client-reported issues
  • Successfully autonomously troubleshoot and resolve client issues within a 24-48 hr time frame, with remaining issues promptly escalated to the engineering team for resolution
  • Collaborated with local governments and school districts, providing comprehensive support to clients and delivering insights into their unique needs, contributing to an increase in client retention and satisfaction
  • Maintained a track record of success by consistently delivering exceptional support, resulting in 70% increase in positive client feedback and exceptional improvement in overall customer satisfaction ratings.

Onboarding Specialist

Peek
10.2021 - 11.2022
  • Onboarded 20-30 new clients onto the company's booking platform via video Google Meet/Zoom sessions monthly, achieving a significant increase in client acquisition rate
  • Scheduled and conducted pre-kick off calls resulting in a 100% improvement in partner satisfaction and alignment with expectations
  • Consulted weekly with partners on the build of their custom widgets, providing actionable steps for clients and implementing widgets on third-party websites (Square Space, WordPress, Wix)
  • Collaborated with internal departments to ensure an excellent onboarding experience for partners, leading to a 80% reduction in onboarding time and an increase of 95% in client retention rate
  • Successfully troubleshooted and resolved technical errors that arose with the platform, resulting in a decrease in client-reported problems and an increase in overall customer satisfaction
  • Migrated data from clients previous booking platforms, ensuring a seamless transition and minimizing data loss, resulting in positive feedback from 100% of migrated partners.

Product Support Specialist

Culture Amp
04.2021 - 10.2021
  • Setup & Assist customer with SAML integrations
  • Serve as an internal resource for all departments and help them be successful
  • Educate customers on how to navigate our product & become better users
  • Responsible for ensuring that customers' data is handled securely
  • First point of contact for clients via multiple support channels(email,chat,zoom).

Enterprise Customer Support Specialist II

EZlynx
09.2018 - 04.2021
  • Achieved resolution troubleshooting tickets within 24hrs
  • Worked closely with engineers to identify software bugs and escalate via JIRA
  • Exceeded daily goal of 30 Fresh Desk tickets a day by 30-40%
  • Responded to end-user support requests and guided clients through basic troubleshooting tasks
  • Captured key client feedback and delivered to internal teams (Product Management, Sales, and Marketing).

Education

Associate of Arts -

Southwest Tennessee Community College
Memphis, TN

Skills

Guru

  • Zendesk
  • Fresh Desk
  • Salesforce
  • Front
  • SQL
  • Hubspot
  • Notion
  • JIRA
  • Intercom
  • Confluence
  • Zoom
  • Client Relationship Building

Timeline

Client Support Specialist II

ClearGov
11.2022 - Current

Onboarding Specialist

Peek
10.2021 - 11.2022

Product Support Specialist

Culture Amp
04.2021 - 10.2021

Enterprise Customer Support Specialist II

EZlynx
09.2018 - 04.2021

Associate of Arts -

Southwest Tennessee Community College

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Deborah Curry