Jessica Boyd
Summary
Proactive Customer Support Analyst with 15+ years of experience in technical troubleshooting, cross-functional collaboration, and workflow optimization within edtech and SaaS environments. Recognized for high attention to detail and commitment to excellence. Skilled in creating collaborative environments and coaching teams to deliver high-impact results. Versed in Salesforce, Jira, SQL, and adept at spearheading initiatives to elevate customer satisfaction and team performance.
Overview
15
15
years of professional experience
Work History
Technical Support Analyst (Fixed-Term)
Amplify
07.2024 - 11.2024
- Managed 30+ concurrent support cases across multiple products, offering rapid, high-quality technical solutions and empathetic customer interactions
- Coordinated with Product, Engineering, and Technical Onboarding to resolve complex issues, ensuring timely follow-ups and data accuracy in Salesforce
Customer Support Analyst
Amplify
09.2022 - Current
- Served as a Technical Lead on high-priority escalations, mentoring junior analysts and ensuring SLA compliance
- Drove and collaborated on workflow initiatives (AI, UAT, escalation SOPs, quality training), cutting resolution times and solidifying best-practice alignment
- Regularly analyze logs and product feedback to inform product enhancements, resulting in fewer repeat escalations
Training Manager & Supervisor
Mathnasium
11.2019 - 09.2022
- Led productivity metrics and workflow optimization initiatives, improving service delivery and staff performance
- Developed training programs that reduced new-hire onboarding time by 20%, enhancing team readiness and morale
Assistant Teacher
Lee University Early Learning Center
08.2016 - 05.2017
- Supported K-12 curriculum goals by integrating ed-tech tools and interactive learning methods, increasing student engagement
- Maintained open communication with parents and faculty, fostering a collaborative learning environment
Marketing Representative
J.K. Best Construction
06.2010 - 09.2015
- Coordinated marketing campaigns and budgets, increasing lead conversion by 15% through strategic brand initiatives
- Built and maintained client relationships, providing data-driven insights to optimize outreach efforts
Education
BA - Teaching English to Speakers of Other Languages (TESOL)
Lee University
Skills
- Salesforce & CRM Administration
- Project Management
- Relationship Development
- Process & Workflow Improvement
- Team Leadership & Training
- Client Support
- Escalation & Incident Management
Technical Skills
- CRM & Support Tools: Salesforce, Intercom, Talkdesk, Five9
- Data Analysis & Reporting: Basic SQL, Excel/Google Sheets (pivot tables, formulas)
- Collaboration: Slack, Zoom, Okta, Workday
- Documentation: SOP Creation, Knowledge-Base Maintenance
Timeline
Technical Support Analyst (Fixed-Term)
Amplify
07.2024 - 11.2024
Customer Support Analyst
Amplify
09.2022 - Current
Training Manager & Supervisor
Mathnasium
11.2019 - 09.2022
Assistant Teacher
Lee University Early Learning Center
08.2016 - 05.2017
Marketing Representative
J.K. Best Construction
06.2010 - 09.2015
BA - Teaching English to Speakers of Other Languages (TESOL)
Lee University
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