Overview
Work History
Education
Certification
Timeline
Generic

Felicia Staples

Buffalo,NY

Overview

5
5
years of professional experience
1
1
Certification

Work History

Technical Support Specialist, Salesforce (Tier 2)

Formstack
01.2024 - Current
  • Manage escalated support tickets, ensuring timely responses and effective problem-solving strategies.
  • Troubleshoot technical issues related to data syncing or mapping between form submissions and records in Salesforce.
  • Identify and document software bugs in the Formstack for Salesforce App through comprehensive testing and analysis, demonstrating a keen eye for detail in uncovering potential issues.
  • Proactively take charge of issue management by creating detailed Jira tickets, ensuring a systematic and organized approach to tracking and resolving identified bugs.

Technical Support Specialist, Salesforce (Tier 1)

Formstack
02.2022 - 01.2024
  • Familiarize users with Formstack for Salesforce App features and functionalities.
  • Help create forms based on user's business needs or Salesforce data requirements (i.e how to use Form builder, adding logo, templates, conditional Rules etc).
  • Assist in setting up API connections and integrations between Formstack and Salesforce.
  • Developed and delivered training materials to users, empowering them to utilize Application software effectively.


Technical Support Specialist

Ivoclar Vivadent
08.2019 - 02.2022
  • Diagnosed and resolved technical issues with dental products, equipment and CAD/CAM software.
  • Constructed technical documents and provided technical training via phone, email, virtual appointments, etc.
  • Triaged customer interactions and case escalations via Salesforce CRM system.
  • Demonstrated a deep understanding of company products/services, effectively conveying complex information to customers.
  • Liaised with customers, management and product team to implement and recommend appropriate solutions while effectively communicating customer needs and feedback to drive product improvements.

Education

High School Diploma -

Buffalo Seminary
Buffalo, NY

Certification


  • Certified Salesforce Administrator (SCA), Salesforce
  • Certified Salesforce Associate
  • Salesforce Trailhead Virtual Bootcamp for New Admins, Trailhead
  • Salesforce Sales Operations, Coursera

Timeline

Technical Support Specialist, Salesforce (Tier 2)

Formstack
01.2024 - Current

Technical Support Specialist, Salesforce (Tier 1)

Formstack
02.2022 - 01.2024

Technical Support Specialist

Ivoclar Vivadent
08.2019 - 02.2022

High School Diploma -

Buffalo Seminary

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Felicia Staples