Pamela MacRae
Manchester,NH
Summary
Seasoned Support Specialist with a background in troubleshooting, customer service, and technical support. Strengths include problem-solving, team collaboration, communication skills, and a strong work ethic. Known for delivering high-quality assistance to customers while exceeding expectations. Previous roles resulted in improved client satisfaction and streamlined processes within departments. Eager to contribute to a dynamic team and support organizational goals. Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly.
Overview
19
19
years of professional experience
Work History
Customer Success w/Support /GDSN Support Spc
IBM
Keene, New Hampshire
07.2005 - 10.2024
- Experience
IBM - Customer Support & Success / Technical/GDSN Support Specialist
Keene, USA
07/2005 - 10/2024
• Seasoned Senior GDSN Data Synchronization Technical Application Support Specialist, highly knowledgeable on GDSN - Global Data Synchronization Network Rules and Best Practice Guidelines
• Provided excellent customer support, as proven by numerous perfect surveys, always letting every customer know that they are my most important, as I resolve their issue
• Well-versed in working support cases in Salesforce, always meeting the SLA, responding timely, and working to deliver what each customer was promised
• Provided application support to customers via phone and email. Comfortable working with both clients and their trading partners simultaneously, using group meetings such as Zoom, Citrix, and Teams
• Maintained composure and patience in the face of difficult customer situations, applying de-escalation techniques and positive customer support.
• Supported a dedicated customer base of 150+ Key Accounts to eliminate data inaccuracies, and errors. This ensured that data requirements were met, resulting in quicker time to market for new products
• Verified that item data remained synchronized by understanding retailer-specific mandates, also by running periodic audits
• Respected retailer intermediary with IBM customers and their trading partners
• Customized, customer-focused application training
• Worked with development to put new processes in place to improve efficiency
• Consulted with the development team to resolve application bugs and put enhancements in place
• QA support before an application release
• Collaborated with internal teams to resolve escalated customer queries quickly.
• Maintained positive working relationships with fellow staff and management.
- References
References available upon request.
Education
High School -
Haverhill High School
Haverhill, MassachusettsSome College (No Degree) - Business Administration
Northern Essex Community College
Haverhill, MassachusettsSkills
- Global Data Synchronization Network
- Client Profitability
- Data Reliability
- Resource Utilization
- Customer Satisfaction
- Quality Management
- Customer Support
- Customer Success
- Salesforce Support Cases
- Jira
- Troubleshooting
- Data Management
- SaaS Support
- Data accuracy verification
- GDSN data synchronization
- Technical troubleshooting
- Certificate generation
- Customer relationship management
- Data analysis
- Effective communication
- Customer support
- Time management
- Ticket management
- Relationship building
- Conflict resolution
- Empathy and patience
- Application support
- Client communication
- Escalation handling
- Customer service
- Issue resolution
- SLA compliance
- Data entry
References
References available upon request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeContract WorkWork Location
RemoteImportant To Me
Paid time offWork from home optionLanguages
English
Native language
Timeline
Customer Success w/Support /GDSN Support Spc
IBM
07.2005 - 10.2024
High School -
Haverhill High School
Some College (No Degree) - Business Administration
Northern Essex Community College
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