Salesforce
Jodie C. White
Sterling,VA
Work Preference
Summary
Smart Customer Support Engineer accomplished providing exceptional service and assistance to clients. Enthusiastic professional with strong understanding of all network, communication, and security protocols.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Senior Customer Support Engineer
Fair Isaac Corp
12.2024 - 09.2025
- Promoted purchase of service contracts and warranties by detailing benefits of each to customers.
- Used remote diagnostic tools to identify sources of certain customer issues.
- Answered calls and emails at help desk to assist customers with basic support, bug fixes and configuration issues.
- Took ownership of issues and set proper and realistic expectations to deliver prompt solutions.
- Partnered with customers, end-users and resellers to implement strategies and solutions.
- Explained complex technology-related issues in understandable terms to customers.
- Established empathy with customers through insight into business drivers and expectations to offer personalized service.
- Answered incoming support inquiries via chat, phone and email.
- Trained customers to use and maintain equipment to reduce service issues.
- Delivered exceptionally high level of professionalism and support to each customer, upholding company's commitment to service.
- Created user accounts and assigned permissions.
- Patched software and installed new versions to eliminate security problems and protect data.
- Researched and identified solutions to technical problems.
- Helped streamline repair processes and update procedures for support action consistency.
- Generated reports to track performance and analyze trends.
- Offered assistance in implementing and developing training programs.
- Tested new software and hardware prior to deployment.
Customer Support Team Lead
Fair Isaac Corp
12.2019 - 12.2024
- Conducted progress and development meetings with support staff to enforce updates to company goals and policies.
- Implemented process improvements to automate document management systems, call logs, and invoicing data to enhance department efficiency.
- Drove change and improvement for customer support team by identifying enhancements and forwarding suggestions to senior leadership.
- Collaborated with accounting department to review, update and improve financial processes to achieve revenue goals.
- Handled complex and sensitive client relations and quality control issues to minimize negative impact to business direction.
- Discovered and resolved complex customer issues to reduce negative impact to business outcomes.
- Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
- Motivated and developed employees to overcome challenges and achieve goals to boost efficiency and performance.
- Collaborated with cross-functional departments to formulate product and process improvements based on customer feedback.
- Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
- Liaised with IT department to report technical issues and formulate trouble-shooting procedures.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Generated status and performance reports to facilitate continuous improvement.
- Collaborated with cross-functional departments to update teams on current products, services and troubleshooting techniques.
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
- Maximized productivity by supervising, mentoring and scheduling team of 9 customer support personnel to meet organizational and operational objectives.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Monitored employee performance to identify areas for improvement and additional training needs.
Product Support Engineer
Fair Isaac Corp
06.2017 - 12.2019
- Managed customer relationships by delivering prompt responses to questions.
- Resolved system and customer issues by troubleshooting and providing effective solutions.
- Escalated complex problems such as downed production to management for resolution.
- Monitored calls and communication of Customer Success team to provide constructive feedback and guidance, resulting in improved support experiences.
- Tested product components to identify root causes of issues.
Facilities Specialist
Fair Isaac Corp
01.2015 - 06.2017
- Implemented preventive maintenance on machines and equipment to optimize safety and operational quality.
- Performed routine and comprehensive custodial maintenance of assigned facilities in alignment with specifications.
- Monitored expenditures and recommended vendor changes to eliminate issues.
- Contacted trade-specific companies for equipment and building repair quotes.
- Maintained inventory and submitted written requests for supplies to keep stock levels even.
- Assisted with logistical requirements for events and meetings.
- Served as point of contact for internal and external customers seeking support and information.
- Maintained physical condition of facilities, applying available resources and personnel to achieve safe, clean, and functional environment.
- Communicated with general managers and facility teams regarding upcoming repairs and projects.
- Directed vendors, facilities staff, and service providers as required to create efficient and non-disruptive work environment.
- Managed and coordinated all facilities maintenance and repair projects within time and budget constraints.
- Collaborated with other departments to foster efficient use of facility space and resources.
- Assisted with meetings and conference room reservations.
- Built relationships with vendors and contractors to support timely and cost-effective services.
- Enforced compliance with applicable health, safety and environmental regulations to reduce risks.
- Conducted regular facility inspections to identify repair needs or improvements.
- Updated tracking system monitoring facilities-related materials, supplies and equipment.
- Collaborated with contractors, vendors and stakeholders to support on-time projects completion.
- Provided support and services related to mail and deliveries.
Operations Manager
Prevail Corp
01.2010 - 01.2015
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Reported issues to higher management with great detail.
- Reduced operational risks while organizing data to forecast performance trends.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
Education
Associate of Science - Education
Lyndon State College
Lyndonville, VT09-1994
Skills
- Remote support
- System configuration
- Incident management
- Escalation management
- Issue resolution
- Training and mentoring
- Data uploads and downloads
- Documentation and reporting
- Regulatory requirements
- Technical support
- Cross-functional collaboration
- Customer support
Certification
- Lead Management , Salesforce
- Opportunity Management - Salesforce
- Reports, Dashboards and Customer Success - Salesforce
- Cloud First Strategy & Vision
- Security and Data Privacy Compliance
Software
OKTA
JIRA
ServiceNow
Oracle
Flexnet
SAP
Timeline
Senior Customer Support Engineer
Fair Isaac Corp
12.2024 - 09.2025
Customer Support Team Lead
Fair Isaac Corp
12.2019 - 12.2024
Product Support Engineer
Fair Isaac Corp
06.2017 - 12.2019
Facilities Specialist
Fair Isaac Corp
01.2015 - 06.2017
Operations Manager
Prevail Corp
01.2010 - 01.2015
Associate of Science - Education
Lyndon State College
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Success is not final; failure is not fatal: It is the courage to continue that counts.
Winston S. Churchill
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Documented and resolved a downed production for one of our global customers on a Saturday which led to me troubleshooting the issue and resolving it, ringing production back to up and running..
- Supervised team of 9 staff members.
Languages
English
Full Professional