Avid fitness enthusiast
Justin Elliott
CRM Support Analyst
Norwich,NY
Summary
Highly communicative Application Support Specialist with a background developing new features and enhancements. Talented performer with over 8 years of monitoring the functions of equipment and training end users. Considered a team player with exemplary multitasking skills.
Hard worker with a consistently upbeat attitude with a goal of making each daily interaction a positive one.
Overview
2
2
years of post-secondary education
17
17
years of professional experience
Work History
Jr. Application Support Analyst
Chobani
Norwich, New York
01.2017 - 02.2021
- Collaborated with developers, analysts and project managers to expedite incident resolutions.
- Conducted and supported implementation delivery with client and internal departments.
- Managed ticket resolution for a wide array of employees, up to and including C-level management.
- Troubleshooted client issues for various systems, including CRM, ETQ, AX and SAP.
- Expert administrator for Microsoft CRM (see CRM Support Analyst role for more details).
CRM Support Analyst
Chobani
Norwich, New York
11.2012 - 02.2021
- Played the role of administrator, business analyst and functional analyst for Chobani for 8 1/2 years.
- Built various workflows and business rules for OOB entities and custom entities.
- Created entities, fields, forms, views and reports. Some experience in Visual Studio report building using FetchXML.
- Have led training for over 200 Chobani employees, including during a company-wide product recall which saw thousands of tickets being opened a day from outside customers.
- Experienced in CRM 2011, 2015 and the new Unified Interface versions.
Customer Loyalty Representative
Chobani
Norwich, New York
08.2011 - 11.2012
- Responded to customer inquiries via phone or email with expert assistance, guidance and support.
- Acted as an internal expert user of various technologies.
Customer Service Representative
Bank Of America
Utica, New York
01.2004 - 01.2007
- Provided primary customer support to internal and external customers in fast-paced environment.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Answered constant flow of customer calls with up to 100 calls in queue per minute.
- Acted as a manager for escalated phone calls and issues.
Education
Associate of Science - Computer Information Systems
Mohawk Valley Community College
Utica, NY 12.2008 - 12.2010
Skills
Training documentation development
undefinedInterests
Bookworm
Current Donkey Kong emulator world record holder and #4 overall all-time
Timeline
Jr. Application Support Analyst
Chobani
01.2017 - 02.2021
CRM Support Analyst
Chobani
11.2012 - 02.2021
Customer Loyalty Representative
Chobani
08.2011 - 11.2012
Associate of Science - Computer Information Systems
Mohawk Valley Community College
12.2008 - 12.2010
Customer Service Representative
Bank Of America
01.2004 - 01.2007
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