Juan Wilson
Apple Valley,CA
Summary
Subject Matter Expert with 9 years of experience in SaaS platforms and operational workflows. Proven track record in issue resolution, documentation, and training, recognized for consistency and reliability. Proficient in Salesforce, SharePoint, and Microsoft Office Suite, with strong analytical skills for simplifying complex concepts. Successful in leading teams to achieve organizational goals while enhancing productivity and driving innovation.
Overview
13
13
years of professional experience
Work History
Subject Matter Expert
Verse.io
San Diego, CA
03.2017 - Current
- Serve as a primary subject matter authority on Verse.io's SaaS platform and internal workflows
- Provided support and training for Salesforce (2017-2019) before migration to internal systems
- Collaborate closely with customer success, onboarding, support, and product teams
- Create, maintain, and improve internal documentation, SOPs, and knowledge base articles
- Train and mentor 20+ new hires, ensuring consistent platform knowledge and best practices
- Identify recurring issues and operational gaps, escalating insights to product and engineering teams
- Support platform updates and feature releases through documentation and internal training
- Recognized for hard work, going the extra mile, and excellent attendance
- Trusted as a go-to expert due to long-term platform knowledge and reliability
- Reduced repeat issues by improving internal documentation and clearer guidance
- Ensured consistent and accurate platform usage across multiple teams
Member Care Resolutions Representative
Intelicare Direct
San Diego, California
03.2013 - 03.2017
- Resolved escalated member issues and complex inquiries with precision and professionalism.
- Documented resolutions to ensure compliance and uphold process integrity.
- Served as primary contact for challenging cases, applying effective problem-solving techniques.
- Collaborated with cross-functional teams to identify and resolve systemic issues.
- Assisted in training new staff, promoting best practices to improve team efficiency.
- Consistently recognized for upholding company core values of openness and integrity.
Education
Bachelor of Arts - History
California State University, San Bernardino
San Bernardino12.2013
Skills
- Microsoft Office Suite
- Customer and member support
- Documentation and SOP development
- Internal training and knowledge sharing
- Typing speed: 50 WPM
- SaaS platform expertise
- Documentation management
- Training and mentoring
- Cross-functional collaboration
- Issue resolution strategies
- Team efficiency improvements
Timeline
Subject Matter Expert
Verse.io
03.2017 - Current
Member Care Resolutions Representative
Intelicare Direct
03.2013 - 03.2017
Bachelor of Arts - History
California State University, San Bernardino