Hi, I’m
Jazmine Williams
Fairburn,GA
Summary
Experienced Senior Product Support Specialist with 8 years experience in SaaS environments. Skilled in advanced technical support, new hire / cross functional training, quality auditing, and technical writing. Offers collaborative style and has outstanding communication skills. Expertise in the Mailchimp platform.
Overview
7
years of professional experience
Work History
Mailchimp
Senior Product Support Specialist
12.2021 - Current
Job overview
- Manage 150+ escalated support request per week
- Communicate complex technical information with tailored approach to users of all technical experience and expertise.
- Answer product related questions from Sales, Customer success, and Onboarding through enablement slack channels
- Write and Update Training Material for new hires and interdepartmental references.
- Focus on Process-related feedback to help improve overall SLAs in Product Support by 30%
- Trained New Hires on Zendesk, Mailchimp Websites, and API/Integrations, resulting in specialist team with 100% QC Ratings for 3 quarters.
Mailchimp
Tier 1 Technical Support Representative
07.2020 - 12.2021
Job overview
- Developed extensive knowledge of Mailchimp Platform
- Provided Tier 1 Support
Accenture
Senior Business Product Quality Analyst @ Meta
08.2017 - 05.2020
Job overview
- Audit service quality of 130+ Facebook Tier 2 Product Analyst
- Audit service quality based on triage process, investigation, upstream communication and downstream communication
- Implement new Quality Assurance grid, guidelines, sidevar (backend program collecting data), and QA index and wiki.
- Used SQL Tables to Analyze data and identify necessary areas of improvement for each analyst
- Improved Department Quality to over 99%, exceeding 95% goal.
- Routinely trained agents on product launch and updates.
BC Forward
Technical Support Analyst Facebook
01.2017 - 08.2017
Job overview
- Worked with management team to implement proper division of responsibilities.
- Filled in as Manager on Floor for Q3 and Q4
- Create Smart Folders for Task visibility, improve turnaround time and to further reduce time consumed when navigating task system
- Used SQL & SCUBA to resolve issues effectively and efficiently
Skills
- High Level Of Integrity
- Technical Competency
- Advanced Troubleshooting Techniques
- Remote Support
- Incident Management
- Empathy and patience
- Improvement Recommendations
- Group Presentations
- Product Training
- Quality Assurance
- Technical Writing
- Requirements Analysis
Timeline
Senior Product Support Specialist
Mailchimp
12.2021 - Current
Tier 1 Technical Support Representative
Mailchimp
07.2020 - 12.2021
Senior Business Product Quality Analyst @ Meta
Accenture
08.2017 - 05.2020
Technical Support Analyst Facebook
BC Forward
01.2017 - 08.2017
Clark Atlanta University
Bachelor of Fine Arts from Business
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