Ollie Hernandez
Portland,OR
Summary
High-performing Support Analyst with demonstrable skills in project management, cross-functional collaboration, organization, and relationship building. Passionate about driving change through improving processes and policies by analyzing data to enhance community equity while aligning with values to create a culture of trust and empathy.
Overview
13
13
years of professional experience
Work History
Coordinator II
City of Portland Water Bureau
Portland, OR
01.2024 - Current
- Managed data report systems and dashboards related to Security & Park Rangers
- Led safety programs with significant stakeholder engagement including OSHA required projects and tracked goal metrics
- Developed strategic plans and goals to improve Park Ranger program
- Supported the safety and security team with training planning, compliance documentation, and general safety & security operations bureau-wide
Technical Support Specialist
Cube Software
Remote
04.2023 - Current
- Enhanced customer experience through identifying playbook gaps and documenting trends in order to provide Product team details to increase functionality for customer's financial planning solutions.
- Managed support cases in Zendesk, Salesforce, and Jira for technical and troubleshooting accuracy and identified needed streamline process improvements.
- Identified renewal risks and up-sell opportunities, collaborate with internal teams to remediate issues, ensuring a high level of customer satisfaction enabling a successful renewal.
- Documented, triaged, and monitored bug escalations working with Product and Engineering to facilitate timely resolutions.
- Provide support for third-party products and integrations to educate and guide customers on usage and product adoption.
Technical Support Engineer
Gong
Remote
08.2022 - 02.2023
- Identified, documented, and reported bugs in Jira, and highlighted Product gaps using customer feature requests improving customer experience with Product and Engineering teams.
- Solved complex analytical problems using statistical models from large datasets.
- Maintained high CSAT & SLA score (+95%) by listening and understanding customer scenario via email, chat and phone while troubleshooting technical issues and providing solutions.
- Built positive collaboration with diverse groups through listening to each perspective, staying organized, and setting expectations to meet deadlines.
- Contributed to customer retention by representing the Voice of Customer by listening to stories to influence priorities, resources, roadmaps and deliverables.
Product Support Analyst
Coinbase
01.2021 - 07.2022
- Initiated and managed projects end-to-end to improve user experience.
- Analyzed data and worked cross-functionally increasing efficiency in workflows by 20% (time to solve issue) and user experience by 30% (CSAT).
- Improved technical escalation process by reducing time to solve an issue by 40% from troubleshooting, analyzing trends and defining scope.
- Investigated complex technical issues, collaborated across team to leverage troubleshooting tools while collecting feedback to improve experience and product functionality.
- Created educational programs for team and customers to enhance knowledge, provide clear information, and increase user confidence with product.
Regulatory Analyst/Operational Change Associate
Airbnb
Portland, OR
05.2015 - 07.2020
- Collected and analyzed data via SQL and Tableau, then presented findings to global teams to initiate a change for equal treatment for travelers based on race and ethnic background.
- Analyzed, reviewed, and applied relevant laws and regulations, polices and procedures pertaining to ADA and disability equity on platform.
- Facilitated inclusive programs for community members.
- Created playbook for training users and helped onboard new hosts into the community through providing information on utilizing the platform and managing accounts to properly collect and remit tax information.
- Proactively communicated scope changes, identified risks, and schedule updates throughout projects improving clarity on CS Ops topics.
- Actively analyzed root cause of complex issues increasing customer satisfaction to 95% (CSAT & NPS) and improved internal knowledge base.
- Initiated strategic cross-departmental projects to improve processes, customer satisfaction, workflows, and polices while aligning with company mission and growth.
Marketing Coordinator
Pro-Dex
Beaverton, OR
01.2013 - 05.2015
- Developed marketing strategies and implemented tactics to support business objectives and market trends.
- Collaborated with marketing manager to plan out campaign strategies, time tables and guidelines.
- Planned advertising campaigns for online, print and other mediums increasing sales by 30%.
Assistant News Producer
Ktvz
Bend, OR
04.2012 - 06.2013
- Generated engaging story ideas and creative headlines to increase viewership.
- Wrote and posted news stories to station website and social media pages.
- Identified opportunities to streamline operations and complete projects before deadlines.
Education
Bachelor of Science - Communication Studies
Portland State University
Portland, OR08.2012
Skills
- G Suite MS Office, MAC, API & SaaS support, Jira, SQL & Data Querying, Google Analytics, Asana, Tableau, Slack, Confluence, Salesforce, Zendesk, Adobe
- PM Basics, Yellow Six Sigma, CAPM (course completed), Certified Real Estate agent, AML, Change Management, ERP Management
Timeline
Coordinator II
City of Portland Water Bureau
01.2024 - Current
Technical Support Specialist
Cube Software
04.2023 - Current
Technical Support Engineer
Gong
08.2022 - 02.2023
Product Support Analyst
Coinbase
01.2021 - 07.2022
Regulatory Analyst/Operational Change Associate
Airbnb
05.2015 - 07.2020
Marketing Coordinator
Pro-Dex
01.2013 - 05.2015
Assistant News Producer
Ktvz
04.2012 - 06.2013
Bachelor of Science - Communication Studies
Portland State University
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