Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Additional Information
Timeline
Cashier
Regina Westfall

Regina Westfall

St. Louis,MO

Summary

Experienced Support Specialist Lead with nearly a decade of expertise in technical support and team management. Proven track record in optimizing operational processes, leading to a 98% increase in support function efficiency and resolving 96% of support issues within SLA timeframes. Skilled in Salesforce, Zendesk, Jira, Microsoft 365, and other key platforms. Focused on customer satisfaction, team growth, and effective issue resolutions.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Manager Escalation/Support Lead

Cash App/Square
01.2023 - Current
  • Conducted performance evaluations for team members, identifying areas for improvement and implementing training programs
  • Maintained high standards of quality control to ensure customer satisfaction
  • Implemented new technology systems to enhance operational efficiency
  • Problem solve and troubleshoot for customers in a repeatable manner, using Support CRM to track & identify trends
  • Provided ongoing coaching and mentoring to team members, supporting their professional development
  • Resolved customer complaints or issues promptly while maintaining a positive brand image
  • Managed multiple projects simultaneously within established timelines
  • Managed and resolved escalated customer issues, maintaining high levels of customer satisfaction
  • Increased team productivity by implementing new workflow
  • Proactively contribute to our internal and external documentation and knowledge-base, processes, and team-efficiency
  • Mentored and coached employees to develop their skills and advance within the organization
  • Tier 2 Technical Support with the mobile app, functionalities within the app, or user profile
  • Technical Support with the company website
  • Handling customer cash card disputes
  • Monitoring incoming queues, email and chat support
  • Provide technical support to our customers through our available channels (email, screen sharing and chat) with timely responses and resolutions to their inquiries within the established SLAs
  • Assisted in the testing and implementation of software updates or enhancements to improve application performance
  • Developed and maintained knowledge base articles and documentation for common application issues, reducing average resolution time by 90%

Senior Application Support Analyst

Thrivent Financial
04.2024 - 10.2024


  • Providing
  • Serving as level 2/3 I.T. support and Admin assisting customers thru Servicenow tickets, emails, and remote desktop for complex technical issues.
  • Supervising technical support email queues.
  • Scheduling report consults with stakeholders.
  • Using Salesforce as a point of user info, data, Scheduling, building reports, book share etc.
  • Using Azure to help with Outlook delegations, administration work and credentials.
  • Developed and maintained knowledge base articles and documentation for common application issues, reducing average resolution time by 90%
  • Conducted user training sessions to educate employees on new features and functionality of applications
  • Assisted in the testing and implementation of software updates or enhancements to improve application performance
  • Monitored application logs and alerts to proactively identify potential issues or bottlenecks before they impacted end-users
  • Worked closely with vendors or third-party providers to troubleshoot integration issues between different systems or platforms
  • Participated in incident management processes, following established protocols for escalation and resolution of critical incidents
  • Managed user access permissions for various applications based on defined security policies and role-based access controls (RBAC)
  • Identified opportunities for process improvements within the support function, leading initiatives that resulted in 91% increase in efficiency
  • Coordinated with infrastructure teams to ensure proper server resources were allocated for optimal application performance
  • Provided timely communication updates regarding ongoing incidents or outages impacting multiple users
  • Analyzed system logs and error messages to diagnose root causes of recurring issues
  • Investigated security incidents related to applications, working closely with the information security team
  • Demonstrated expertise in various application frameworks and technologies such as Java, .NET, or Salesforce
  • Piloted self-service knowledge base portal for end-users, reducing dependency on support staff by 92%
  • Drove continuous improvement efforts by analyzing trends in support tickets data and implementing preventive measures
  • Gathered feedback from end-users regarding usability issues or enhancement requests, advocating for improvements when necessary
  • Provided technical support and troubleshooting for applications, resolving 96% of issues within SLA timeframes
  • Collaborated with cross-functional teams to identify and resolve application-related problems, ensuring minimal impact on business operations

Support Specialist Lead

Anthem
06.2018 - 02.2024
  • Tier 2 technical support lead, and assisting with managing caseloads and adherences to department goals/policies.
  • Working in call-center environment/corporate office, making outbound and inbound calls.
  • Managing customer accounts, quoting benefits, appeals, claims, and grievances.
  • Also sending faxes and working with providers provided over-the-phone computer troubleshooting.
  • Helped users with PC-to-PC networking programs.
  • Handling helpdesk reporting and ticketing.
  • Experienced with various network connections in a wide range of situations.
  • Analyzing customers configuration and effectively using internal and external resources such as knowledge-bases, user/admin manuals, and internet resources to troubleshoot the problems.
  • Taking detailed and precise notes about the troubleshooting steps and customer interactions.
  • Adding personalized professional responses to customer emails and chats to have a more one on one experience with a live representative.

Education

Associate's degree - Computer And Information Sciences

Saint Louis Community College
St. Louis, MO

High school diploma - Academics

River View High School
St. Louis, MO
05.2012

Skills

  • CUSTOMER SUPPORT
  • TECHNICAL SUPPORT
  • PRODUCT SUPPORT
  • END USER SUPPORT
  • CUSTOMER EXPERIENCE
  • CUSTOMER SERVICE
  • APPLICATION ANALYSIS
  • TEAM MANAGEMENT
  • TEAM DEVELOPMENT
  • CRM SOFTWARE
  • SALESFORCE
  • Saas
  • JIRA
  • CLOUD
  • ZENDESK
  • JAVASCRIPT
  • HUBSPOT
  • SERVICENOW
  • SQL
  • API INTEGRATION
  • IMPLEMENTATION
  • KNOWLEDGE BASE
  • MICROSOFT OUTLOOK
  • MICROSOFT TEAMS
  • MICROSOFT OFFICE
  • MICROSOFT SHAREPOINT
  • MICROSOFT POWERPOINT
  • MICROSOFT EXCEL
  • MICROSOFT ONENOTE
  • TICKET MANAGEMENT
  • CROSS-FUNCTIONAL COLLABORATIONS
  • MULTI-TASKING
  • CRITICAL THINKING
  • ORGANIZATIONAL
  • PROBLEM-SOLVING

Certification

  • CompTIA A+
  • CompTIA Network+

Personal Information

Willing To Relocate: Anywhere

Additional Information

I enjoy staying up to date with the latest technology. I do this by utilizing my resources through, newsletters, social media, research, and community groups!

Timeline

Senior Application Support Analyst

Thrivent Financial
04.2024 - 10.2024

Manager Escalation/Support Lead

Cash App/Square
01.2023 - Current

Support Specialist Lead

Anthem
06.2018 - 02.2024

Associate's degree - Computer And Information Sciences

Saint Louis Community College

High school diploma - Academics

River View High School

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