Paula James
Miramar,FL
Summary
Resourceful Client Support Specialist known for high productivity and efficient task completion. Possess specialized skills in customer relationship management, technical troubleshooting, and conflict resolution. Excel in communication, empathy, and problem-solving, ensuring outstanding client support and satisfaction.
Overview
24
24
years of professional experience
Work History
Client Support Specialist, Sr
ELLUCIAN
01.2000 - 07.2023
- Performed initial analysis and functional troubleshooting of client reported cases
- Properly triaged support requests using problem solving/analytical skills
- Coordinated support work efforts with team-oriented process, providing constructive ideas for improvement
- Monitored Client Support queue for support cases from clients, acknowledged requests, and updated in a timely manner using Salesforce
- Recognized critical patterns in unresolved issues leading to the implementation of a streamlined escalation protocol; this initiative decreased response time on high-priority cases from 48 hours to just under 24 hours regularly
- Setup clients with access to the Ellucian Support Center and with clients.datatel.com accounts
- Created reports for clients using Salesforce reporting tools and Excel
- Trained colleagues on internal systems (Epicor), WebEx, Salesforce, ServiceNOW
- Conducted functional and integration testing on software applications
- Identified and documented software defects and collaborated with development teams to resolve issues
- Created process documents for team members in Confluence
Application Support Analyst
SUNGARD
Cambridge, USA
- Served as the initial point of contact for resolution of client/server-related problems
- Troubleshoot, research, diagnose, and resolve technical issues surrounding company’s software on both Oracle and SQL platforms
Help Desk Intern
LEHMAN COLLEGE STUDENT RESEARCH ROOM
Bronx, USA
- Assisted in general maintenance of the student computer center, for instance, ensured that all computers and peripheral devices worked properly
Education
MBA - Business Administration
Nova Southeastern University
Davie, FL08-2009
Bachelor of Science - Computer Science
Herbert H. Lehman College
The Bronx, NY05-2004
Skills
- Client relationship building
- Client service excellence
- Strong work ethic
- Verbal and writing communication
- Interpersonal and written communication
- Customer-facing communication
- Client rapport building
- Empathy and patience
- Problem resolution aptitude
- Support inquiry assistance
- Problem-solving abilities
- Customer relationship management
- Cross-functional collaboration
- Customer service orientation
- CRM software
- Salesforce CRM
- Call documentation
- Multitasking and prioritization
- Effective communication
- Communication skills
- System implementation
Timeline
Client Support Specialist, Sr
ELLUCIAN
01.2000 - 07.2023
Application Support Analyst
SUNGARD
Help Desk Intern
LEHMAN COLLEGE STUDENT RESEARCH ROOM
MBA - Business Administration
Nova Southeastern University
Bachelor of Science - Computer Science
Herbert H. Lehman College
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