Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Kelley Buchanan

Douglas,MA

Summary

Skilled Product Support Specialist with background in providing exceptional customer service, troubleshooting product issues, and enhancing user experience. Strengths include a strong work ethic, adaptability, and exceptional interpersonal skills. Demonstrated success in creating support documentation, training staff on product usage, and improving overall customer satisfaction levels. Adept at working effectively unsupervised and quickly mastering new skills. Strong problem-solving abilities. Known for teamwork.

Overview

28
28
years of professional experience

Work History

Product Support Specialist

WiseTech Global
Canton, MA
06.2013 - 07.2025
  • Continuously improved processes related to customer service operations.
  • Researched and identified solutions to customer inquiries and escalated unresolved issues to appropriate team members.
  • Identified areas where additional staff or resources were needed to improve efficiency of operations.
  • Developed product training materials and conducted user training sessions.
  • Maintained positive working relationship with fellow staff and management.
  • Collected, analyzed and reported on data for use in operational planning.

Data Analyst

Rez-One
Newton, Massachusetts
01.1998 - 09.2001
  • Performed data entry, data cleaning, and data coding for analysis.
  • Assessed the effectiveness and accuracy of new data sources and data gathering techniques.
  • Monitored performance and quality control plans to identify improvements in data systems.
  • Maintained documentation of all the processes related to Data Analysis.
  • Communicated findings clearly to non-technical audiences through presentations and reports.
  • Assisted in training new team members on analytical tools and best practices.

Education

Some College (No Degree) - Psychology

Wellesley College
Wellesley, MA

Skills

  • Effective communication
  • Cross-functional collaboration
  • Problem solving
  • Analytical thinking
  • Friendly and patient
  • Staff education and training
  • Technical issues analysis

References

References available upon request.

Timeline

Product Support Specialist

WiseTech Global
06.2013 - 07.2025

Data Analyst

Rez-One
01.1998 - 09.2001

Some College (No Degree) - Psychology

Wellesley College

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