Jordan Square
Chula Vista,CA
Summary
Technical Account Manager and Support Engineer with 3+ years of experience troubleshooting APIs, integrations, SSO, and system configurations for enterprise clients. Known for owning complex technical issues end‑to‑end, driving cross‑functional resolutions with engineering, and delivering clear, proactive communication. Strong background in incident triage, root‑cause analysis, workflow optimization, and customer enablement. Adept at translating technical concepts for both technical and non‑technical stakeholders.
Overview
13
13
years of professional experience
Work History
Technical Account Manager
Chatmeter
San Diego, CA
07.2022 - 12.2025
- Served as the primary technical contact for enterprise clients, managing onboarding, integrations, and ongoing support across complex environments.
- Troubleshot and optimized API connections, improving integration stability and reducing recurring failures.
- Led SSO setup, system configuration, and technical enablement sessions for both technical and non‑technical stakeholders.
- Conducted root‑cause analysis on integration issues, reducing downtime and improving system reliability.
- Partnered with engineering, product, and support teams to translate client needs into actionable technical requirements and drive issue resolution.
- Managed high‑priority escalations with clarity and professionalism, ensuring clients remained informed and supported throughout the process.
- Built internal documentation, workflows, and knowledge resources that streamlined onboarding and reduced friction for future clients.
- Strengthened long‑term client relationships through proactive communication, strategic guidance, and consistent follow‑through.
- Translated client business needs into actionable technical requirements, partnering with engineering, product, and support teams to drive issue resolution and feature improvements.
- Monitored system performance, identified integration failures, and executed root-cause analysis to reduce downtime and improve reliability.
- Managed escalations with professionalism and clarity, ensuring clients felt supported and informed throughout the resolution process.
- Created documentation, workflows, and internal knowledge resources to streamline onboarding and reduce friction for future clients.
- Built strong, trust-based relationships with customers by providing proactive communication, strategic guidance, and consistent follow-through.
Travel Experience Specialist
Aya Healthcare
San Diego, CA
11.2021 - 12.2021
- Assist management with initial onboarding and help sustain support for nurses on assignment.
- Educate new travel nurses on the processes they will follow and manage expectations for each assignment.
- Build and maintain unique relationships with contracted nurses.
- Act as a liaison between nurses and all internal departments.
- Proactively identify challenges that a nurse might encounter and assist with rectifying them.
- Initiate customer contact via outbound calls to gather program/account specific information.
- Adhere to schedules and manage time effectively to achieve monthly and quarterly performance goals.
Customer Service Advisor
GreatCall
San Diego, CA
09.2017 - 03.2020
- Respond to a high volume (approximately 50-100 per day) of inbound customer calls providing support in the areas of billing and usage inquiries, service plan changes, retention, and reinforcing the value of services by identifying and proposing additional products.
- Conduct Tier I troubleshooting for all GreatCall products and services.
- Protect Customer information by adhering to all Federal and State regulations(i.e., CPNI and HIPAA)
- Update and maintain confidential service and personal health data provided for customers.
- Research and resolve general service, billing, and support issues.
- Initiate customer contact via outbound calls to gather program/account specific information.
- Adhere to schedules and manage time effectively to achieve monthly and quarterly performance goals.
Customer Service/ Benefits Specialist
Towers Watson
San Diego, CA
01.2015 - 08.2017
- First point of contact on assisting Amazon, Western Union, and Gannett clients with their pension and health care benefit accounts.
- Providing excellent customer service skills with each client.
- Making 40 inbound and outbound calls for each client.
- Assisting clients to utilize their benefit account online, along with completing retirement applications and providing clients with details to further understand the retirement process.
- Researching and analyzing health care plans, including medical, dental, vision and disability insurance.
- Evaluating benefits of wellness programs, life and long-term care insurance, and employee assistance programs.
- Supporting management on resolving benefits issues, and following up with all necessary calls.
- Record and document all issues in order to follow up with clients and inform management.
Office Assistant
Capital One
New Orleans, LA
01.2014 - 10.2014
- Monitored department's budget of $250,000 in order to arrange business travel.
- Scheduled meetings and conferences.
- Informed head of department budget status by maintaining an accurate up to date budget record on excel spreadsheet.
- Organized special projects and training programs on site and in destination locations.
- Managed Senior Vice President's calendar, also handled SVP and director's travel.
- Coordinated meetings between managers and directors; reserved conference rooms for meetings, planned food arrangements, and handled all travel arrangements.
- Organized manager's agenda and maintain department schedule through Outlook Calendar.
- Created requisitions for supplies and rental equipment according to Budget.
- Prepared reimbursements for travel expenses using Quickbooks.
- Prepaid Welcome packets for new hire; collected I-9 Forms and appropriate employment verification.
- Maintained a monthly tally of staff hours, responsible for keeping accurate and timely records.
- Followed up with potential candidates regarding their scheduled interview via email & phone.
- First point of contact: answered all incoming calls and monitored Senior Vice President's email.
Manager In Training
Melrose Mansion
New Orleans, LA
12.2012 - 12.2013
- New Hire/ Training Certified; Trained all new associates computer system & hotel/ brand knowledge.
- Created weekly schedules for associates using Shift Planning.
- Confirmed reservation upon arrival, assigned room according to preference, & assisted guests with all needs.
- Administered all payment types such as room charges, cash, checks, debit, or credit.
- Processed all check-outs including resolving any late and disputed charges.
- Updated daily reports & identify any special requests, and check reports for accuracy.
- Communicated with all departments to ensure guest needs.
Education
Core Curriculum -
Delgado Community College
Major - Game Development & Supporting Technologies
Southern New Hampshire University
Skills
- Technical: API troubleshooting, Postman, SSO setup, HTML, CSS, Python, system configuration, database queries, Grafana, monitoring tools, incident triage, root‑cause analysis
- Tools: Jira, Slack, Query Builder, Microsoft Office Suite, Adobe Illustrator, Photoshop, After Effects, Unity Engine
- Competencies: Escalation management, cross‑functional collaboration, technical communication, workflow analysis, documentation, customer success strategy
Timeline
Technical Account Manager
Chatmeter
07.2022 - 12.2025
Travel Experience Specialist
Aya Healthcare
11.2021 - 12.2021
Customer Service Advisor
GreatCall
09.2017 - 03.2020
Customer Service/ Benefits Specialist
Towers Watson
01.2015 - 08.2017
Office Assistant
Capital One
01.2014 - 10.2014
Manager In Training
Melrose Mansion
12.2012 - 12.2013
Core Curriculum -
Delgado Community College
Major - Game Development & Supporting Technologies
Southern New Hampshire University