Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Jacinta Hinds

Orlando,FL

Summary

Client support specialist with 3+ years in SaaS, onboarding logistics, ticketing systems, and client-facing roles. Skilled in troubleshooting, service level agreements, scheduling, emergency coverage, and cross-team coordination to improve CSAT and streamline program support.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Technical Support Advisor

Walmart Specialty Pharmacy
01.2021 - 10.2024
  • Handled 500+ support tickets monthly via phone, chat, and email, resolving access and product issues across SaaS platforms with 95%+ CSAT.
  • Diagnosed product bugs and outages using dashboards, system logs, and CRM tools, escalating based on SLA protocols.
  • Created internal SOPs and knowledge base content, reducing average resolution time by 25% and improving cross-team communication.
  • Supported program implementation and onboarding by coordinating technical setup and sharing product information with clarity and warmth.

Escalation Specialist – Client Services

CNA Financial
01.2020 - 12.2020
  • Resolved high-priority product issues and client escalations under pressure, maintaining documentation clarity and CSAT metrics.
  • Identified issue trends via ticket analysis, reducing repeat product support cases by 18% through targeted documentation improvements.
  • Coordinated emergency communications and updates during escalations, ensuring transparency with all stakeholders.
  • Maintained internal routing accuracy and documentation standards for support system integrity.

Operations Manager Intern – QA & Business Process

Walmart Specialty Pharmacy
04.2019 - 03.2020
  • Launched a SharePoint knowledge hub for SOPs and workflows, increasing onboarding resource access by 50%.
  • Partnered with QA and logistics teams to streamline emergency coverage, scheduling, and OOO planning.
  • Maintained client-facing documentation and ensured accuracy across onboarding touchpoints to support smooth program rollouts.
  • Assisted in at-scale workshop logistics and scheduling for internal teams, improving cross-departmental coordination.

Call Quality Assurance Specialist

Walmart Specialty Pharmacy
04.2019 - 03.2020
  • Audited 600+ client support calls monthly to assess clarity, empathy, SLA alignment, and process adherence.
  • Automated QA reporting dashboards in SharePoint, cutting manual input errors by 40% and reducing review cycle time.
  • Developed response templates and communication standards for onboarding and documentation support, improving message consistency.
  • Provided feedback on verbal and written communication gaps to improve overall team performance.

Education

High School Diploma -

Maynard Evans High
Orlando, FL
05.2023

Skills

  • Client Support & Operations:
  • SaaS Platforms, Product Support, Client Retention, Low-Touch Segments, Emergency Communications, Helpdesk Systems, CSAT Tracking, SLA Adherence
  • Systems & Documentation:
  • Zendesk, Intercom, Freshdesk, SharePoint, Knowledge Base Management, CRM Tools, Product Information Routing
  • Program Implementation:
  • Workshop Scheduling, Onboarding Logistics, Rescue Crew Support, Event Coordination, Facilitator Coverage
  • Communication & Collaboration:
  • Written and Verbal Communication, Cross-Department Liaison, Empathetic Client Support, Process Accuracy, Prioritization

Certification

  • Google IT Support Professional Certificate – Coursera
  • Business Analytics & Operations Certificate – Pathstream
  • CompTIA Security+
  • Cybersecurity Certificate – Thinkful

Timeline

Technical Support Advisor

Walmart Specialty Pharmacy
01.2021 - 10.2024

Escalation Specialist – Client Services

CNA Financial
01.2020 - 12.2020

Operations Manager Intern – QA & Business Process

Walmart Specialty Pharmacy
04.2019 - 03.2020

Call Quality Assurance Specialist

Walmart Specialty Pharmacy
04.2019 - 03.2020

High School Diploma -

Maynard Evans High

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