Summary
Overview
Work History
Education
Skills
Certifications
Timeline
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Rashanna Edwards

Nassau,,The Bahamas

Summary

Product Success and Technical Success Specialist with over 4 years of experience in enhancing customer engagement through effective communication systems and event coordination. Demonstrated expertise in delivering clear outreach via email, live chat, and community platforms. Skilled in managing member-facing programs, supporting online events, and resolving operational issues collaboratively. Proficient in CRM, help desk, and automation tools, ensuring efficient technical troubleshooting and organization.

Overview

5
5
years of professional experience

Work History

Product Success Specialist

Electronic Payments Inc
Boca Raton, Florida
01.2022 - 01.2024
  • Delivered technical support for cloud-based POS systems via chat, email, and remote access tools such as TeamViewer, AnyDesk, and proprietary platforms—ensuring rapid resolution and consistently high CSAT scores.
  • Led technical onboarding for SMB and enterprise clients, driving product activation and feature adoption through live demos, API consultations, and hands-on system walkthroughs.
  • Installed and configured back-office software environments across Windows/macOS platforms, enabling secure remote access to real-time transaction data via client-side network integrations.
  • Executed SQL queries and handled full environment provisioning—validating schema integrity, syncing data sources, and ensuring deployment-readiness across multiple system tiers.
  • Owned the end-to-end POS rollout lifecycle: imaging terminals, configuring firmware, coordinating logistics, and delivering technical onboarding for end users and administrators.
  • Scheduled and facilitated onboarding calls using CRM and scheduling platforms, driving time-to-value by aligning client use cases with core product capabilities.
  • Acted as a technical liaison between support, product, and engineering teams—escalating bugs, reporting system anomalies, and recommending improvements to UI/UX and system logic.
  • Authored scalable knowledge assets including technical documentation, in-app toolkits, release notes, and internal SOPs—enhancing self-service and internal enablement.
  • Provided real-time ops support for product launches and live client events; communicated key platform changes, system maintenance, and feature releases across email, chat, and status pages.

iOS & macOS Technical Support Advisor

Teleperformance
01.2020 - 01.2022
  • Provided Tier 1 and Tier 2 support for iOS/macOS devices, including diagnostics and software updates.
  • Guided customers through complex troubleshooting with composure and clarity.
  • Documented cases, escalated unresolved issues, and collaborated with engineers as needed.
  • Recognized for strong judgment in non-standard support scenarios.

Technical Support Advisor

Teleperformance
01.2019 - 01.2020
  • Delivered Tier 1 and Tier 2 remote support to Apple users, with a focus on clear and compassionate communication during troubleshooting.
  • Documented issue trends, created internal notes for shared learning, and coordinated with Apple engineers to resolve escalated cases.
  • Maintained accurate records in CRM/ticketing systems while guiding customers through multi-step resolutions.
  • Recognized for maintaining tone, clarity, and engagement across chat and email channels.

Education

High School Diploma -

Sunfire High School
Fort Lauderdale, FL
10-2018

Skills

  • Technical Troubleshooting & Diagnostics
  • Remote Access & Desktop Support
  • Microsoft Word
  • Excel
  • Office 365
  • Security & Data Handling Procedures
  • Written & Verbal Communication
  • CRM & Ticketing Systems (Zendesk, etc)
  • Self-Motivation & Independent Task Execution
  • Team Collaboration in Technical Environments
  • Technical troubleshooting
  • Product onboarding
  • Remote support
  • iOS
  • macOS

Certifications

  • Python Programming (In Progress)
  • Introduction to Artificial Intelligence (In Progress)
  • Computer Science Foundations (In Progress)

Timeline

Product Success Specialist

Electronic Payments Inc
01.2022 - 01.2024

iOS & macOS Technical Support Advisor

Teleperformance
01.2020 - 01.2022

Technical Support Advisor

Teleperformance
01.2019 - 01.2020

High School Diploma -

Sunfire High School

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