JavaScript
Dominque Youmans
Product Support Specialist
Salem,OR
Summary
Proven Product Support Specialist from SheerID with a track record of enhancing team efficiency and customer satisfaction. Excelled in cross-functional collaboration and streamlined support processes, leading to over 1000 successful ticket resolutions. Skilled in Microsoft Excel and adept at fostering professional growth, demonstrating both technical proficiency and exceptional mentorship abilities. Achieved a 70% improvement in application performance through code optimization.
Overview
5
5
years of professional experience
1
1
year of post-secondary education
Work History
Product Support Specialist
SheerID
05.2023 - Current
- Conducted 10 comprehensive product training sessions weekly for both internal staff and external customers.
- Collaborated with over 8 cross-functional teams to address complex customer issues, ensuring seamless resolution.
- Developed expertise in multiple products within company portfolio, becoming go-to resource for colleagues seeking guidance on specific features or functionalities.
- Managed high volume of support tickets, maintaining consistent record of prompt resolution times.
- Improved overall efficiency of support team with streamlined processes and clear communication.
- Contributed to over 1000 successful solved tickets since being hired by sharing customer feedback and insights with engineering teams that in turn solve issues.
Freelance Developer
Self-employed
05.2019 - Current
- Mentored over 20 junior developers, fostering collaborative learning environment and supporting professional growth.
- Streamlined code for faster load times and improved website performance for 20 projects.
- Debugged complex software issues, leading to more stable product release.
- Designed over 300 intuitive user interfaces, resulting in increased customer satisfaction and engagement.
- Participated in regular code reviews, ensuring high-quality standards were consistently met across all development efforts
- Reduced development time by creating reusable code libraries for future projects
Application Support Engineer
Trade Tech Solutions
02.2021 - 04.2022
- Reduced response times with thorough monitoring of incoming inquiries and prioritizing urgent cases.
- Expanded product knowledge by participating in ongoing training sessions and staying informed on industry updates.
- Performed data manipulations using Microsoft Excel and Access.
- Utilized Microsoft Excel functions, graphs and pivot tables to summarize information.
- Set up and entered manufacturing data into spreadsheets using Microsoft Excel for over 1,000 clients.
- Resolved customer complaints professionally, maintaining positive reputation for store as well as brand being represented.
- Devised over 200 custom solutions for unique technical challenges faced by individual customers, increasing their overall satisfaction levels.
- Streamlined Western Division's support procedures for quicker response times, resulting in 50% higher client retention rates in Pacific Northwest.
UX Developer
Incluvie
05.2019 - 12.2020
- Developed over 100 custom UI components to address unique business requirements and improve overall functionality.
- Streamlined application performance 70% by optimizing code and reducing load times.
- Facilitated efficient communication between designers, developers, and product managers through clear documentation of UI specifications.
- Streamlined project management by effectively prioritizing tasks and meeting strict deadlines without compromising quality standards.
- Conducted thorough testing to identify and resolve bugs, ensuring smooth end-user experience for over 200 front end templates.
- Stayed up-to-date on industry trends, incorporating new technologies and techniques into projects whenever applicable
Education
Full Stack Certification - Computer Science And Programming
Epicodus
Portland, OR 01.2019 - 05.2020
Skills
Incident Management
User Acceptance Testing
Telephone support
Schedule Coordination
Escalation management
Cross-Functional Collaboration
Remote Support
CRM Software
Service Desk Operations
Timeline
Product Support Specialist
SheerID
05.2023 - Current
Application Support Engineer
Trade Tech Solutions
02.2021 - 04.2022
Freelance Developer
Self-employed
05.2019 - Current
UX Developer
Incluvie
05.2019 - 12.2020
Full Stack Certification - Computer Science And Programming
Epicodus
01.2019 - 05.2020
Software
React
HTML
CSS
SASS
JSON
C#
Ruby