HANA THOMPSON
Denver,CO
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
16
16
years of professional experience
Work History
PRODUCT OWNER
PDI TECHNOLOGIES
04.2024 - Current
- Triaged and reported bugs and product issues to Engineering, managed ticket creation, and tracked resolutions. Updated documentation, communicated team announcements, and crafted talk tracks as needed.
- Managed backlog prioritization, ensuring alignment with business goals and stakeholder expectations.
- Enhanced product usability by conducting user research and incorporating feedback into development.
- Collaborated with cross-functional teams to develop high-quality products that met customer needs.
SR. TIER II TECHNICAL SUPPORT SPECIALIST
SKUPOS INC. A PDI TECHNOLOGIES COMPANY
02.2022 - 04.2024
- Led troubleshooting, integration, and reconfiguration of customer back-office and point-of-sale networks, ensuring seamless operation of Skupos-powered software programs according to industry standards.
- Provided guidance to team members by offering immediate shadowing and coaching, along with organizing ongoing training sessions.
- Developed and maintained technical documents and implementation and product guides for multiple initiatives, enhancing support processes and knowledge management.
- Acted as the primary liaison facilitating communication and collaboration between Customer Support and Product teams, maintaining adherence to retailer habits and best practices.
TIER II TECHNICAL SUPPORT SPECIALIST
SKUPOS INC.
12.2019 - 11.2021
- Resolved escalated technical support cases organization-wide for swift issue resolution.
TIER I CUSTOMER SUPPORT REPRESENTATIVE
SKUPOS INC.
07.2019 - 12.2019
- Connected with customers to address questions and resolve issues through phone, chat and email.
- Resolved 10-20 technical troubleshoots on a daily basis
SR. CUSTOMER EXPERIENCE SPECIALIST
NAKED LABS
07.2018 - 07.2019
- One of two representatives delivering front-line support to 12,000+ Naked App users and 4,000+ customers, across various platforms.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Utilized LogDNA, Amplitude, and an in-house Admin tool to diagnose and troubleshoot customer-reported issues.
- Collaborated with engineering to equip CX team with command line skills to address WiFi and hardware issues
CLIENT ENGAGEMENT SPECIALIST
ZILLOW GROUP
08.2016 - 07.2018
- Managed 50-60 daily support inquiries for consumers via phone, text, and email using platforms like Zendesk, Sonar, and Salesforce.
- Spearheaded a nurturing campaign with Marketing, acting as the consumer-facing representative. Tracked and responded to inbound messages, developing customized scripts that led to successful lead conversions.
SPECIALIST - UNIT SUPPLY SPECIALIST
UNITED STATES ARMED FORCES - ARMY RESERVES
01.2009 - 01.2017
- Unit Supply Specialist
Education
BACHELOR OF ARTS - ENGLISH -
UNIVERSITY OF IOWA
Iowa City, IA12.2013
Skills
- Content Writing
- Escalation Management
- Roadmap development
- Cross-functional collaboration
- Technical Training and Mentorship
- Bug reporting
- Problem solving
- JIRA
- Confluence
- Zendesk
- Salesforce
- LogDNA
- Slack
- Design thinking
References
- BRIAN INGOLD, TECHNICAL SUPPORT SUPERVISOR, SKUPOS INC., +1 203-299-6237, bingold@skupos.com
- CALI HUFFSTICKLER, DIRECTOR OF CUSTOMER EXPERIENCE & OPERATIONS, SKUPOS INC., +1 704-604-4112, cali@skupos.com
- ALEXANDRA SILVERS, SENIOR CUSTOMER SUPPORT MANAGER, SKUPOS INC., +1 818-522-3344, alex@advancedlonestarav.com
- THOMAS WARD, SR. CUSTOMER EXPERIENCE SPECIALIST, NAKED LABS, +1 507-227-4250, thomas@nakedlabs.com
Timeline
PRODUCT OWNER
PDI TECHNOLOGIES
04.2024 - Current
SR. TIER II TECHNICAL SUPPORT SPECIALIST
SKUPOS INC. A PDI TECHNOLOGIES COMPANY
02.2022 - 04.2024
TIER II TECHNICAL SUPPORT SPECIALIST
SKUPOS INC.
12.2019 - 11.2021
TIER I CUSTOMER SUPPORT REPRESENTATIVE
SKUPOS INC.
07.2019 - 12.2019
SR. CUSTOMER EXPERIENCE SPECIALIST
NAKED LABS
07.2018 - 07.2019
CLIENT ENGAGEMENT SPECIALIST
ZILLOW GROUP
08.2016 - 07.2018
SPECIALIST - UNIT SUPPLY SPECIALIST
UNITED STATES ARMED FORCES - ARMY RESERVES
01.2009 - 01.2017
BACHELOR OF ARTS - ENGLISH -
UNIVERSITY OF IOWA
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