RAASHIDA AVERY
Customer Success Engineer
Arlington,VA
Summary
Experienced Customer Success professional with a demonstrated history of working in the software industry. Skilled in Databases, Management, HTML, Training, and Social Media. Strong operations professional with a Master of Science (M.S.) focused in Information Technology Management and Administration, from Hood College. http://raashidaavery.mystrikingly.com/
Overview
11
11
years of professional experience
9
9
years of post-secondary education
Work History
Customer Success Engineer
Anduril Industries
Irvine, CA
07.2020 - Current
- Provide technical assistance and support for incoming queries via email, phone, and chat related to computer systems, autonomous vehicles, and software.
- Developed Customer Training program to improve user experience
- Implemented Customer Course program for customer access, with goal of decreasing support contacts and increasing CSAT & customer retention
- Interacted directly with users to diagnose and correct major system issues and address concerns.
- Coordinated cross-site installation of networked systems, confirming post-install connectivity.
- Used remote diagnostic tools to identify sources of certain customer issues.
- Trained customers to use and maintain equipment to reduce service issues.
Customer Support Lead
Experience.com
San Ramon, CA
11.2017 - 07.2020
- Supported customers throughout incident response, management and resolution to deliver expert assistance for technical needs.
- Identified trends in client requests and helped management get ahead of ongoing problems.
- Managed fast-paced support interactions to assist high volume of daily customers using multiple internal databases and systems.
- Tracked changing software and technologies with potential to impact customer requirements.
- Worked within task management system to receive, manage and close support requests.
- Met customer call guidelines for service levels, handle time and productivity.
- Coached new team members on service techniques and provided scoring through quality assurance program.
Customer Support Team Manager
Ashley Chloe Inc
San Francisco, California
11.2015 - 11.2017
- Responsible for ongoing support and satisfaction of 50,000 customers leveraging our web fulfillment products
- Developed and implemented techniques for improving the functions of the support & operations department
- Monitor and implement the eCommerce marketplace (eBay, Walmart, Shopify, Amazon, Newegg, Indiegogo) for channel expansion
- Prioritized and filter customer feedback to drive website improvements and CSAT
- Lead monthly and quarterly business reviews to analyze reporting for sales, RMA's, customer interactions, fulfillment, shipping expenses, and supply expenses
- Create and implemented monthly training programs & Company FAQs for support departments based on brand strategy
- Managed the drop-ship program, including vendor set-up & training, order fulfillment, and compliance.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
Senior Data Analyst
American Institutes for Research
Washington, DC
04.2013 - 11.2015
- Provided timely, accurate and reliable management reporting and analysis of data
- Used statistical techniques for hypothesis testing to validate data and interpretations
- Interacted with clients to understand the reporting needs, evaluated requirements, designed, developed and implemented reporting using SQL and business objects
- Writing the QA and UAT test scripts and coordinating the end to end system testing, mapping the business processes, designing the databases, building training and knowledge management documentation
- Managed the daily scrum meetings, defined the user scripts and managed the product backlog using the agile methodology
- Tested the Web application to ensure the flow of that application functionality
- Analyzed large amounts of data to identify trends and find patterns, signals and hidden stories within data.
- Performed root-cause analysis on data-related system problems to recommend or execute corrective action.
Business Analyst
FEI Systems
Columbia, Maryland
12.2012 - 04.2013
- Served as a primary point of contact for all customers, both internal and external, providing technical assistance and deployment assistance to customers and internal stakeholders
- Work in a deadline-driven environment collaboratively with the rest of the product team through every step of the software development process
- Work with Project Managers / Release Manager to prepare Business Requirements to create Test Plans, and Test Cases
- Identify client needs and develop customized solutions; this involves understanding primary objectives and implementing solutions to established budgets
- Assist in testing new software functionality prior to release
- Managed the specification of the system to changes in the system.
- Built library of models and reusable knowledge-base assets to produce consistent and streamlined business intelligence results.
- Developed short-term goals and long-term strategic plans to improve risk control and mitigation.
- Evaluated business requirements, leveraging information to forecast costs relating to hardware, software and consulting.
Technical Customer Support Engineer
Creditron
Rockville, MD
08.2010 - 12.2012
- Primary responsibility is user support and customer service via telephone and email
- Escalate issues to appropriate areas of responsibility and monitor to ensure they are resolved within established departmental timeframes
- Work with third party vendors to place hardware support calls and resolve issues
- Maintain and update incident management database for tracking purposes
- Support our company's proprietary payment processing software
- Used remote diagnostic tools to identify sources of certain customer issues.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
Education
Master of Science - Information Technology
Hood College
Frederick, MD 08.2010 - 05.2012
Bachelor of Arts - English
Stillman College
Sycamore, AL 08.2005 - 08.2008
High School Diploma -
Fairmont Heights High School
Capitol Heights, MD 08.1999 - 05.2003
Skills
Customer Relationship Management Software (CRM)
C, Python, Command Line
HTML / CSS
MS Office, Google Suite
MySQL, MongoDB, Redshift
Zendesk, JIRA, Trello, Helpscout, Fogbugz
Hubspot, ZOHO, Salesforce, mondaycom
Mailchimp, Privy, SalesHandy, SendGrid
Amazon Vendor/Seller Central, Shopify
Timeline
Customer Success Engineer
Anduril Industries
07.2020 - Current
Customer Support Lead
Experience.com
11.2017 - 07.2020
Customer Support Team Manager
Ashley Chloe Inc
11.2015 - 11.2017
Senior Data Analyst
American Institutes for Research
04.2013 - 11.2015
Business Analyst
FEI Systems
12.2012 - 04.2013
Technical Customer Support Engineer
Creditron
08.2010 - 12.2012
Master of Science - Information Technology
Hood College
08.2010 - 05.2012
Bachelor of Arts - English
Stillman College
08.2005 - 08.2008
High School Diploma -
Fairmont Heights High School
08.1999 - 05.2003