Zendesk
Hi, I’m
Marie Edouard
Florida
Work Preference
Summary
I help teams deliver consistent client support by managing post-sales technical issues across SaaS and B2B platforms. Service-driven Software Support Specialist with 5+ years in SaaS & B2B environments. With over 5 years of experience in healthcare and SaaS operations, I specialize in translating support activity into actionable reporting, improving data quality, and partnering with stakeholders to reduce friction across the revenue funnel. Familiar in Jira, Confluence, Zendesk, Excel, and Google Sheets to monitor ticket volume, SLA, and CSAT trends and support leadership with clear summaries. I’m currently pursuing an AS in Computer Programming (data focus), building deeper skills in SQL, analytics, and AI-assisted workflow automations while working in fully remote, high-volume environments.
Overview
11
years of professional experience
1
Certification
Work History
Cotiviti
Client Operations Support Analyst I
07.2023 - Current
Job overview
- Provide technical support and troubleshooting of software application products across multiple technology stacks (Jira, Teams, Confluence) and multiple product arenas to respond to customer inquiries and resolve client issues, while documenting patterns in issues and potential process or data improvements for leadership.
- Triage and prioritize requests based on impact and SLA, ensuring timely responses and keeping status and resolution data up to date for reporting.
- Assist customers in resolving complex technical problems by providing guidance regarding software and hardware problems, often walking users step-by-step through workflows that impact billing, reporting, or downstream teams.
- Follow up with customers and internal teams to maintain SLA performance and accurate ticket closure data.
- Log and track inquiries using a problem management database, maintaining complete, consistent history records that support forecasting and analytics.
- Maintain knowledge of company products and customer service processes, including how data flows between client-facing tools and internal systems.
- Review business and/or technical requirements and raise data or workflow risks to stakeholders when necessary.
- Troubleshoot connectivity issues, IP whitelisting, and escalations to DEV or other dedicated internal teams.
- Complete special projects and other duties as assigned, including ad hoc spreadsheet reporting and data clean-up tasks for operations leadership.
Apple
Remote Technical Support
10.2019 - 07.2021
Job overview
- Promoted to cross-skill Technical Support agent, troubleshooting an average of 8 different devices via phone and email, and sustaining a 96 % first-contact resolution rate.
- Executed follow-up outreach on 100+ complex support tickets monthly, reducing repeat-contact volume and improving overall customer loyalty.
- Maintained 100% SLA and 90% handle time.
- Handled 80 calls/request per day, guiding customers through Apple Charge explanations and device-management steps, achieving a 90 % CSAT and limit billing escalations.
Apple
Billing Support
04.2019 - 09.2019
Job overview
- Assisted customer with financial transactions.
- Promoted to 'Technical Support'.
ConvergysOrlando, Florida
Call Center Representative
03.2018 - 04.2019
Job overview
- Responsible for providing quality service to customers via phone in account management, maintenance, billing, problem solving, enhancement, and troubleshooting, handle full-service end to end billing related questions, issues and concerns ranging from general questions to payment.
Bridge To Independence Private SchoolOrlando, FL
Teaching Assistant
06.2015 - 03.2018
Job overview
- Work with the lead teacher to monitor the class schedule.
- Assist teachers with lesson preparation by getting materials ready and setting up equipment.
- Revise lesson material with students individually or in small groups.
- Ensure the classroom environment is safe and clean.
- Oversee students during non-classroom times including in-between classes, during lunch, and on field excursions.
- Collaborate with lead teachers to recognize issues students are facing and recommend solutions.
Education
Seminole State College of Florida
Associate of Science - AS from Computer Programming, Data Focus
Evans High School
High School Diploma - Suma Cum Laude from Information Technology
01.2016
Skills
- Technical Troubleshooting
- Process Improvement Strategy
- Knowledge Base & Guide Creation
- Customer Engagement & Account Optimization
- Support Call Leadership
- Ticket Triage & Escalation (Jira, Zendesk)
- KPI Monitoring & Reporting
- CSAT Improvement
- SLA Management
- Bug Reporting & Tracking
- Technical Documentation
- Cross-Functional Collaboration
- Team Coordination
- B2B SaaS Support
- Excel Formulas & Reporting
- Basic SQL Querying
- Mathematical Analysis
- Data Structures
- API/AWS Knowledge (exposure)
- Microsoft Office Suite
- Google Suite
- Atlassian Suite (Jira, Confluence)
- Mac OS
- Customer Relationship Management
- De-escalation & Conflict Resolution
- Verbal Communication
- Written Communication
- Attention to Detail
- Time Management
- Creative Problem Solving
Certification
- CIW Internet Business Associate
- Microsoft Word
Personal Information
Title: Analyst
Accomplishments
Awarded 2023 Enterprise Client Operations Support ChatBot Competition Trophy for project collaboration.
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Atlassian
Confluence
Jira
Google Suite
Monday
Microsoft Suite
Interests
Telecom
Healthcare
Fintech
SaaS
Timeline
Client Operations Support Analyst I
Cotiviti
07.2023 - Current
Remote Technical Support
Apple
10.2019 - 07.2021
Billing Support
Apple
04.2019 - 09.2019
Call Center Representative
Convergys
03.2018 - 04.2019
Teaching Assistant
Bridge To Independence Private School
06.2015 - 03.2018
Seminole State College of Florida
Associate of Science - AS from Computer Programming, Data Focus
Evans High School
High School Diploma - Suma Cum Laude from Information Technology