Jodie C. White
Sterling,VA
Summary
Dynamic Salesforce-focused Customer Support Engineer with over 15 years of experience delivering exceptional customer support while leveraging the Salesforce ecosystem to enhance operational efficiency and drive customer success. Proficient in Lead and Opportunity Management, Service Cloud, and the development of advanced reports and dashboards to monitor and improve performance metrics. Demonstrated ability to lead technical teams, automate workflows, and effectively resolve complex system issues within enterprise environments, ensuring seamless operations and high levels of customer satisfaction. Committed to leveraging expertise to contribute to organizational growth and innovation.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Senior Customer Support Engineer
Fair Isaac Corp (FICO)
Virginia
12.2024 - 09.2025
- Salesforce Optimization: Utilized Salesforce to manage 30+ weekly help desk inquiries, ensuring all bug fixes and configuration issues were logged and tracked for trend analysis.
- Account Management: Managed Salesforce user accounts, assigned granular permissions, and maintained data integrity through secure data uploads/downloads.
Customer Support Team Lead
Fair Isaac Corp (FICO)
Sterling, VA
12.2019 - 12.2024
- Process Automation: Implemented process improvements to automate document management and call logs within Salesforce, significantly enhancing department efficiency.
- Performance Analytics: Generated comprehensive Salesforce status and performance reports to provide leadership with visibility into team productivity and customer satisfaction trends.
- Team Leadership: Supervised and mentored a team of 9 support personnel, utilizing Salesforce dashboards to monitor employee performance and identify training needs.
- Strategic Collaboration: Partnered with cross-functional teams to formulate product enhancements based on customer feedback captured within the Salesforce platform.
Product Support Engineer
Fair Isaac Corp (FICO)
Fairfax, VA
06.2017 - 12.2019
- Issue Resolution: Resolved complex customer issues by troubleshooting system components and following through to resolution within the CRM.
- Crisis Management: Escalated critical production issues (downed systems) to management while maintaining clear communication via Salesforce ticket tracking.
Facilities Specialist
Fair Isaac Corp (FICO)
Herndon, VA
01.2015 - 06.2017
Operations Manager
Prevail Corp
Herndon, VA
01.2010 - 01.2015
Education
Associate of Science - Education
Lyndon State College
Lyndonville, VTSkills
- Salesforce Expertise: Lead & Opportunity Management, Service Cloud, Reports & Dashboards, Customer Success Management, User Access/Permissions, Data Uploads/Downloads
- Software & Platforms: Salesforce, OKTA, JIRA, ServiceNow, Oracle, Flexnet, SAP
- Technical Proficiencies: System Configuration, Incident & Escalation Management, Remote Support, Technical Troubleshooting, Software Patching, Documentation & Reporting
- Network troubleshooting
- On-site support
- Remote support
- Training and mentoring
- Data uploads and downloads
- Cross-functional collaboration
- Customer support
- Regulatory requirements
- Security protocols
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 12 staff members.
- Documented and resolved complex customer cases, which directly contributing to increased customer success and retention rates.
Certification
- Lead Management – Salesforce
- Opportunity Management – Salesforce
- Reports, Dashboards and Customer Success – Salesforce
Certified in Reports, Dashboards, and Customer Success in Salesforce
To validate an individual’s ability to design, build, and manage analytical tools (reports and dashboards) in Salesforce while applying customer success best practices to drive adoption and business outcomes.
Timeline
Senior Customer Support Engineer
Fair Isaac Corp (FICO)
12.2024 - 09.2025
Customer Support Team Lead
Fair Isaac Corp (FICO)
12.2019 - 12.2024
Product Support Engineer
Fair Isaac Corp (FICO)
06.2017 - 12.2019
Facilities Specialist
Fair Isaac Corp (FICO)
01.2015 - 06.2017
Operations Manager
Prevail Corp
01.2010 - 01.2015
Associate of Science - Education
Lyndon State College