James D. Varnado
Atlanta,GA
Summary
Highly motivated support professional with over three years of experience in providing high-level technical troubleshooting for SaaS products. Skilled in utilizing Salesforce and Excel to manage customer data and create custom reports and dashboards. Experienced with Jira and ZenDesk ticketing software as well as high-level database management, ensuring data accuracy, security, and accessibility. Knowledgeable in enterprise account management, maintaining strong relationships with clients and providing exceptional service. Passionate about exceeding metrics, driving customer satisfaction, and achieving successful outcomes for all stakeholders.
Overview
12
12
years of professional experience
Work History
Customer Success Specialist II
QGenda
Atlanta, GA
03.2022 - Current
- Work as first point of contact for customer technical issues with QGenda advanced medical scheduling software, quickly responding to incoming calls and emails and providing immediate troubleshooting of automation issues, technical issues, and Single Sign-On (SSO) protocol assistance.
- Manage important enterprise accounts (CHOP, NAPA, CHLA) ensuring that clients receive the highest level of service and support for their scheduling needs while maintaining strong relationships with key stakeholders.
- Built comprehensive database of best practice phone calls and email interactions, which provides new hires with a library of real-world examples to reference and emulate.
- Conduct regular one-on-one shadowing sessions with new hires, providing guidance and feedback to help them improve their communication skills and develop their customer success abilities.
- Handle an average of 30+ customer calls per day while maintaining a 98% customer satisfaction rate.
Client Support Manager
OxBlue
10.2020 - 01.2022
- Provided expert technical support to wide range of clients (including Fortune 500 companies), overseeing the installation, maintenance, and removal of high tech construction cameras and solar units.
- Triaged up to 30-40 urgent client calls daily, providing exceptional product troubleshooting and resolution in a timely fashion.
- Collaborated closely with sales counterparts to identify opportunities to upsell and cross-sell as well as rehabilitate lost accounts.
- Continually share strategic insights with interdepartmental teams regarding customer experience and service-related trends to improve service delivery.
Case Clerk
Greenberg Traurig
09.2019 - 09.2020
- Responsible for daily trial preparation, including compilation of witness files, production of litigation binders, and sending secure documents via FTP (File Transfer Protocol).
- Proficient in multiple databases and programs, including Word, Excel, Acrobat, Access, and HighQ collaboration software.
- Successfully managed and delivered between ten and fifteen projects and completed case binders per week.
Supervisor/Stage Crew
Donald L. Tucker Civic Center
02.2017 - 07.2019
- Efficiently built and broke down event and show sets, including stage sets, basketball court, lighting, and electrical systems.
- Oversaw operations of small and large scale events while working independently and supervising stage crew teams on designated shifts.
Manager
Au Peche Mignon French Pastry Shop
01.2011 - 01.2017
- Promoted to manager after a year and managed weekly inventory, vendor orders/payment, and managed weekly employee schedule.
- Responsible for maintaining a positive work environment by building customer relationships, coaching employees, and enforcing policies and procedures.
- Redesigned bakery’s website and managed social media platforms.
- Managed daily cash receipts and bank deposits.
Education
B.S - Interdisciplinary Social Science
FLORIDA STATE UNIVERSITY
Tallahassee, FL05.2019
Skills
- Leadership
- Communication
- Project Management
- Data Entry and Database Skills
- Excel Data Analysis
- Mentoring and Coaching
- Issue Resolution
- Salesforce Administration
- Jira
- ZenDesk
- Slack
- Triage
Accomplishments
National Honor Society, National Merit Scholarship Finalist, Florida Bright Futures Gold Scholarship Recipient, Recipient of the Tucker Center All-Star Employee Award.
Timeline
Customer Success Specialist II
QGenda
03.2022 - Current
Client Support Manager
OxBlue
10.2020 - 01.2022
Case Clerk
Greenberg Traurig
09.2019 - 09.2020
Supervisor/Stage Crew
Donald L. Tucker Civic Center
02.2017 - 07.2019
Manager
Au Peche Mignon French Pastry Shop
01.2011 - 01.2017
B.S - Interdisciplinary Social Science
FLORIDA STATE UNIVERSITY