Rosa T. Smith
Technical Account Manager
Columbia,SC
Summary
Technical Account Manager with more than 2 years of hands-on experience in software development and web technologies to support enterprise accounts. Develops and promotes value realization that translates into closed new business, renewal and upsell opportunities. Proven record of successfully proposing technical solutions by presenting complex concepts in easy to understand terms and building strong, long-lasting relationships with senior executives and project level resources.
Overview
12
12
years of professional experience
3
3
years of post-secondary education
Work History
Associate Technical Account Manager
Yardi
07.2022 - Current
- Analyze data trends to provide strategic recommendations for optimizing client system usage and performance.
- Works closely with development teams to resolve bugs and implement requested features, improving overall product quality.
- Manage client accounts effectively, ensuring timely communication and updates on project status.
- Serve as a primary escalation point for dedicated clients with complex technical issues requiring specialized knowledge or expertise.
- Deliver customer support, going above and beyond to assist clients in troubleshooting and resolving issues promptly.
- Develop a comprehensive understanding of the product you support, enabling you to efficiently test new software functionality, data fixes, and set-ups.
- Serve as a subject matter expert offering valuable insights and expertise.
- Conduct training sessions for clients on new software upgrades and functionality, ensuring they are equipped to leverage the latest features.
Senior Technical Support Representative
Verizon
11.2019 - 07.2022
- Tier 2 Tech support: Troubleshooting problems and resolving arange of customer issues not limited to device, billing, service and network concerns and making decisions on whether escalation tickets are necessary
- Partnered with peers and teammates to coach & identify areas of growth and opportunity
- Lead team meetings and huddles, teaching new concepts as well as leading discussions for process improvement
- Analyzed and organized raw data from call reports and determining trends Using analysis to create presentations for areas of opportunity
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Resolved concerns with products or services to help to increase retention and drive sales.
HR Benefits Specialist II
Alight Solutions, AON Hewitt
10.2016 - 10.2017
- Trained new team members in policies and procedures and offered insight into best ways to manage job tasks and duties.
- Checked employees' benefits enrollment for accuracy and inputted all data.
- Observed strict procedures to maintain data and plan participant confidentiality.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
Member Service Representative
AllSouth Federal Credit Union
09.2012 - 09.2016
- Provided customer care through performance of cash handling transactions, answering questions, handling and investigating disputes, and recommending products and services tailored to each member
- Trained & mentored new hires as well as reviewed transactions for overrides.
- Educated customers on use of banking website and mobile apps.
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
- Learned about customer's financial needs, established trust and optimized sales opportunities resulting in quality customer service.
- Supported the onboarding process for new members, explaining benefits and assisting with paperwork completion.
- Contributed to branch sales goals by effectively cross-selling credit union products and services.
Education
Bachelor of Arts - Psychology
Columbia College
Columbia, SC 08.2013 - 04.2016
Six Sigma - Six Sigma
Aveta Business Institute
Apr 2021 - 04.2021
Skills
Team Building
Training development
Documentation and reporting
Call center operations
Quality assurance
Typing 60 wpm
Technical Support
Presentation design
Trend forecasting
Statistic analysis
Incident Management
Technical Presentations
Timeline
Associate Technical Account Manager
Yardi
07.2022 - Current
Senior Technical Support Representative
Verizon
11.2019 - 07.2022
HR Benefits Specialist II
Alight Solutions, AON Hewitt
10.2016 - 10.2017
Bachelor of Arts - Psychology
Columbia College
08.2013 - 04.2016
Member Service Representative
AllSouth Federal Credit Union
09.2012 - 09.2016
Six Sigma - Six Sigma
Aveta Business Institute
Apr 2021 - 04.2021