Khalia Maxwell
Austin,TX
Summary
Experienced professional with strong background in product support. Adept at resolving complex technical issues, improving customer satisfaction, and ensuring seamless product functionality. Valued for effective team collaboration, adaptability, and delivering impactful results. Skilled in troubleshooting, customer communication, and technical documentation. Reliable and flexible, excelling in dynamic environments.
Overview
4
4
years of professional experience
Work History
Product Support Specialist
Zillow Group
Seattle
09.2025 - Current
- Provide technical support to SaaS CRM clients by diagnosing platform issues, troubleshooting workflows, and guiding users through product functionality.
- Deliver white-glove support through chat, email, and live troubleshooting to ensure positive customer experiences and fast issue resolution.
- Partner with product, Engineering and QA teams to investigate bugs, escalate complex cases, and contribute to platform improvements that reduced recurring issues.
- Document troubleshooting steps and support workflows in Confluence to improve internal knowledge sharing and support efficiency.
- Analyze user reports and system behavior to identify patterns and recommend solutions that improve product reliability.
- Managed escalation processes, resolving client issues efficiently and effectively.
Technical Support Specialist
FanDuel
Atlanta
08.2024 - 08.2025
- Resolved account, technical, and payment-related issues while maintaining 95% SLA compliance across high-volume support queues.
- Investigated platform discrepancies and worked with engineering teams to resolve technical problems affecting customer accounts.
- Managed escalations and provided clear updates to customers while coordinating resolutions internally.
- Contributed QA feedback during product updates to help identify potential support risks before release.
- Diagnosed and resolved hardware malfunctions, enhancing system performance across platforms.
- Analyzed recurring technical issues to identify trends, recommending improvements to reduce future occurrences.
- Resolved 50 technical support inquiries per day.
Leasing Manager
Avenue5 Residential
Denver
02.2022 - 08.2023
- Delivered customer service and operational support for residents while managing contracts, payments, and occupancy data.
- Trained staff on CRM systems and internal processes, improving team productivity and system adoption.
- Resolved resident concerns and administrative issues while maintaining high customer satisfaction.
- Managed leasing operations, ensuring compliance with regulatory requirements and company policies.
- Developed and implemented effective marketing strategies to attract prospective tenants.
- Developed and executed marketing campaigns to enhance brand visibility and engagement.
- Managed lease agreements from inception to termination, ensuring legal compliance and minimizing potential disputes between parties.
- Trained leasing professionals on regulatory requirements, company policies, and office procedures.
- Monitored performance of individual leasing agents and coached on successful strategies.
Education
High School Diploma -
Penn Foster
Scranton, PA01.2024
Bachelor of Science - Business Management
Western Governors University
Salt Lake City, UT2027
Skills
- CRM software
- SLA management
- Operating systems
- Ticketing systems
- Teamwork and collaboration
- Multi-channel marketing experience
- Team leadership
- Time management
- Operations management
- Sales techniques
- Policy implementation
- Conflict resolution
- HubSpot
- Yardi
- DataDog
- Jira
- Confluence
- Azure
- Zendesk
- Salesforce
Websites
Timeline
Product Support Specialist
Zillow Group
09.2025 - Current
Technical Support Specialist
FanDuel
08.2024 - 08.2025
Leasing Manager
Avenue5 Residential
02.2022 - 08.2023
High School Diploma -
Penn Foster
Bachelor of Science - Business Management
Western Governors University