Summary
Overview
Work History
Education
Skills
Affiliations
References
Timeline
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Emily Watterson

Emily Watterson

Beaver Falls,PA

Summary

Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

9
9
years of professional experience

Work History

Podcaster Support

Libsyn - Liberated Syndication
Pittsburgh, PA
02.2025 - Current
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.
  • Conducted monthly projects aimed at understanding client expectations by interacting with past clientele.
  • Collaborated with development on the resolution of bugs and releases.

Senior Client Account Manager

Frontline Education
Malvern, PA
09.2022 - 12.2023
  • Monitored customer feedback to identify areas of improvement in product delivery and customer service.
  • Developed training materials for staff members regarding best practices when interacting with customers.
  • Maintained relationships with clients by providing support, information, guidance, and solutions.
  • Conducted regular meetings with clients to discuss progress, address concerns, and review future goals.
  • Provided technical advice to clients on the use of products or services offered.
  • Presented client-specific strategy and solutions to improve service delivery.

Technical Support Engineer I and II

TeleTracking
Pittsburgh, PA
09.2016 - 09.2022
  • Provided remote assistance to end-users when needed.
  • Resolved complex technical problems through root cause analysis techniques.
  • Monitored ticketing system queues for incoming requests from customers.
  • Installed and tested operating systems, applications, updates, patches, and service packs.
  • Provided real-time support via phone, email, and chat to address customer technical concerns.
  • Developed and maintained comprehensive documentation for troubleshooting and system configurations.
  • Facilitated root cause analysis for technical problems and implemented corrective actions.
  • Mentored and trained new team members.
  • Maintained updated records for onboarding programs.
  • Managed departmental initiatives autonomously, ensuring efficient outcomes.

Education

Associate of Science - Information Technology

Pittsburgh Technical College
Oakdale, PA
07-2015

Skills

  • Customer service
  • Technical support
  • Problem solving
  • Data analysis
  • Process improvement
  • Client relationship management
  • Collaborative teamwork
  • Communication skills
  • Written communication
  • Troubleshooting
  • Jira
  • Confluence
  • Zendesk
  • Microsoft Office
  • Google Workspace
  • SQL
  • Windows Server 2008–2016

Affiliations

  • Volunteer Firefighter since 2009
  • Secretary of the executive Board at Darlington Township Volunteer Fire Department since 2020
  • Volunteered with Mission of Mercy Free Dental Clinic 2019-2024

References

References available upon request.

Timeline

Podcaster Support

Libsyn - Liberated Syndication
02.2025 - Current

Senior Client Account Manager

Frontline Education
09.2022 - 12.2023

Technical Support Engineer I and II

TeleTracking
09.2016 - 09.2022

Associate of Science - Information Technology

Pittsburgh Technical College

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Emily Watterson