Summary
Overview
Work History
Skills
Personal Information
Timeline
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Kaitalin Cotton

Mesquite

Summary

Results-driven professional with extensive experience in CRM administration at Dynatron Software, ensuring data integrity and enhancing SDR team efficiency. Proven technical troubleshooting skills and a strong ability to manage support operations, consistently exceeding KPIs. Adept at problem-solving and knowledge management, contributing to streamlined processes and improved user satisfaction.

Overview

11
11
years of professional experience

Work History

SDR Administrator

Dynatron Software
Remote
07.2024 - Current
  • Managed and maintained clean, accurate CRM data to ensure SDR team efficiency and lead quality, supporting a strong feedback loop between SDRs, Market Presidents, and coaches.
  • Maintain clean and accurate data within the CRM system by regularly auditing and updating contact and account records.
  • Assist with outbound campaign preparation, including lead list curation, segmentation, and sequence management.

IT Help Desk

Liberty Mutual Insurance
Plano
02.2023 - 02.2024
  • Provided Tier 1 and Tier 2 technical support to over 5,000 internal users across multiple departments, ensuring timely resolution of hardware, software, and network issues.
  • Escalated complex technical issues to higher-tier support while maintaining ownership and communication with the end user.
  • Created internal documentation and knowledge base articles to streamline recurring support tasks.
  • Responded to support requests via ServiceNow, consistently meeting or exceeding SLAs, and KPIs.

Technical Support Representative II

Talus Pay
Dallas
12.2020 - 01.2023
  • Provided advanced technical support to merchants using Talus Pay POS systems, payment gateways, and integrated payment solutions.
  • Documented issues and solutions thoroughly in the internal ticketing system for the knowledge base, updated, and case tracking.
  • Managed the support ticket queue efficiently, ensuring timely resolution and adherence to SLAs.

Tech Support/CSR

Apple
Remote
04.2017 - 04.2020
  • Provided advanced support for Apple products, including MacOS, iOS, iCloud, and Apple hardware (Mac, iPhone, iPad, Apple Watch).
  • Resolved escalated customer issues not addressed at Tier 1, including complex software troubleshooting, device recovery, Apple ID/account issues, and system diagnostics.
  • Consistently met or exceeded KPIs related to first contact resolution, call quality, and case closure timeframes.
  • Collaborated with engineering and Tier 3 teams on persistent or system-wide issues, contributing to internal troubleshooting documentation.

Accounts Payable Clerk

McKesson
03.2014 - 03.2015
  • Coordinated daily mail operations, including processing, routing, and dispatching of incoming and outgoing mail.
  • Maintained accurate general ledger entries by recording financial transactions in a timely manner.
  • Reconciled cash receipts, deposits, and ACH to the bank statement and billing system.

Skills

  • CRM administration
  • Data auditing
  • Technical troubleshooting
  • Knowledge management
  • Service desk operations
  • Ticketing system management
  • Problem solving
  • Time management
  • Conflict resolution

Personal Information

Work Permit: Authorized to work in the US for any employer

Timeline

SDR Administrator

Dynatron Software
07.2024 - Current

IT Help Desk

Liberty Mutual Insurance
02.2023 - 02.2024

Technical Support Representative II

Talus Pay
12.2020 - 01.2023

Tech Support/CSR

Apple
04.2017 - 04.2020

Accounts Payable Clerk

McKesson
03.2014 - 03.2015

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Kaitalin Cotton