Nelida Padilla
Granbury
Summary
Technical Support Specialist with extensive experience at BCC Software, specializing in troubleshooting and customer advocacy. Proficient in both Windows and Linux environments, enhancing user experience through effective problem-solving and thorough documentation. Recognized for streamlining processes that drive customer satisfaction and strengthen relationships, ensuring optimal product performance.
Overview
10
10
years of professional experience
Work History
Technical Support Specialist
WindowBook, Inc (Acquired by BCC)
Maryland
06.2022 - 09.2023
Technical Support Specialist
BCC Software
Rochester
10.2022 - 04.2023
- Troubleshoot software/hardware issues, ensuring efficient product performance and customer satisfaction.
- Serve as first contact for customer support, resolving inquiries in a telephone support environment.
- Maintain up-to-date knowledge of BCC Software's products, attending training sessions regularly.
- Assist customers with technical issues, providing solutions and ensuring optimal satisfaction.
- Document support information in CRM software, adhering to departmental standards.
- Resolved complex software and hardware issues, implementing industry standards to optimize product efficiency and enhance customer satisfaction.
- Served as a primary point of contact for customer support, providing expert guidance on BCC Software's Windows and Linux products.
- Contributed to product development by testing changes and suggesting enhancements, ensuring continuous improvement of software offerings.
- Fostered positive customer relationships through effective communication, serving as an advocate to manage retention and drive business growth.
- Maintained comprehensive documentation in CRM software and knowledge base, facilitating efficient information sharing and problem resolution.
- Analyzed complex internal software issues, implementing tailored solutions to enhance product efficiency and elevate customer satisfaction levels.
Client Service Manager
O'Neil Data Systems
Plano
11.2013 - 08.2020
- Resolve software/hardware issues to ensure seamless operation and high customer satisfaction.
- Develop expertise in Windows/Linux products, attending training for the latest technologies.
- Assist customers with technical issues, providing effective solutions and maintaining positive relationships.
- Document support information in CRM software, ensuring accurate records and timely follow-up.
- Served as a primary customer advocate, fostering positive relationships and ensuring retention through effective communication and timely issue resolution.
- Contributed to product improvement by testing changes, documenting processes, and proposing enhancements based on customer feedback and technical insights.
- Maintained comprehensive support documentation in CRM software, updating knowledge base and user guides to improve overall customer experience.
- Developed expertise in Windows and Linux platforms, effectively addressing customer inquiries and significantly reducing resolution time for technical issues.
- Streamlined issue resolution processes, enhancing customer satisfaction and reducing average resolution time for complex technical problems.
- Spearheaded product improvement initiatives by conducting thorough testing and proposing enhancements based on customer feedback and technical insights.
- Maintained comprehensive support documentation, updating knowledge base and user guides to elevate overall customer experience and team efficiency.
- Strategized with management to align client business goals, enhancing project outcomes.
- Monitored daily print production and quality checks, ensuring timely and accurate deliveries.
- Managed workflow of client projects, improving efficiency in data processing and fulfillment.
- Oversaw client SLAs and performance metrics, maintaining high service standards.
- Resolved production issues through collaboration with IT and engineering teams, ensuring seamless operations.
- Led cross-functional teams to streamline client operations, enhancing production efficiency and fostering strong interdepartmental relationships.
- Analyzed client SLAs and performance metrics, implementing data-driven strategies to optimize workflow and exceed service expectations.
- Spearheaded the development of client-specific reporting systems, revolutionizing data accessibility and decision-making processes.
- Orchestrated end-to-end project management, from data processing to invoicing, ensuring timely delivery and client satisfaction.
- Meticulously maintained client information and standard operating procedures, ensuring accuracy and compliance across all projects.
Account Manager
Summit Direct - Mail Services
Dallas
04.2013 - 11.2013
Education
Certificate - Computerized Accounting, Business
Mansfield University of Arlington
Arlington, TX01.1990
Skills
- Troubleshooting and technical support
- Customer service and advocacy
- Documentation and reporting
- Communication skills
- Team collaboration
- Problem-solving strategies
- Inventory management
- Project management and quality assurance
- Vendor relations
- Invoicing and financial tracking
- Microsoft Office proficiency
- Network and printer management
- Windows and Linux expertise
- User experience enhancement
- Software testing methodologies
- Training facilitation
Languages
Native, Proficient
Personal Information
Title: Project/Client Manager
Additional Information - Computer Skills
75-80 WPM, 60 KPM, Oracle, Access, PeopleSoft, Excel, MS Word, True, True, FTP Secure, FileZilla, Dropbox
Timeline
Technical Support Specialist
BCC Software
10.2022 - 04.2023
Technical Support Specialist
WindowBook, Inc (Acquired by BCC)
06.2022 - 09.2023
Client Service Manager
O'Neil Data Systems
11.2013 - 08.2020
Account Manager
Summit Direct - Mail Services
04.2013 - 11.2013
Certificate - Computerized Accounting, Business
Mansfield University of Arlington
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