Jessica Potter
Princeton,TX
Summary
Results-driven support engineer with strong technical training and customer relationship management skills. Successfully resolved incidents while coaching teams to improve performance and enhance client satisfaction.
Overview
15
15
years of professional experience
Work History
Client Tech Support Engineering - Professional 1
Fiserv
Frisco, TX
09.2014 - Current
- Conduct incident management, resolving issues to restore service promptly.
- Triage incoming calls and cases, managing personal caseload to ensure timely resolution.
- Collaborate with development teams to address software defects.
- Train and coach onshore and offshore associates for improved performance.
- Assist in building a knowledge base, enhancing team resources for improved support.
Customer Service Representative
HD Vest
Irving, TX
02.2012 - 08.2014
- Resolved client and advisor inquiries, ensuring accurate and timely information delivery.
- Managed service requests efficiently, ensuring prompt resolution for all stakeholders.
- Trained new associates on company policies and procedures, fostering consistent service standards across teams.
- Facilitated interdepartmental communication, streamlining operations and enhancing collaboration efficiency.
Education
High School Diploma -
Allen High School
Allen, TX05-2002
Some College (No Degree) -
Collin County Community College
PlanoSkills
- Incident management
- Software troubleshooting
- Knowledge base development
- Technical training
- Client support
- Customer relationship management
Timeline
Client Tech Support Engineering - Professional 1
Fiserv
09.2014 - Current
Customer Service Representative
HD Vest
02.2012 - 08.2014
High School Diploma -
Allen High School
Some College (No Degree) -
Collin County Community College