Shandy Lynch
Ibapah
Summary
Customer-focused and data-driven Tier 2 Customer Support Specialist with proven experience in auditing and troubleshooting.
Extensive knowledge of Canopy's software.
Overview
8
8
years of professional experience
Work History
Tier 2 Customer Support Specialist
Canopy Tax
11.2024 - Current
- - Audit support tickets to ensure quality and accuracy across the team
- - Guide Tier 1 agents in resolving complex issues and refining support workflows
- - Enhance Canopy’s AI bot functionality to increase efficiency and reduce ticket volume
- - Handle high-level troubleshooting for both technical and non-technical cases
Customer Support Specialist (Tier 1)
Canopy Tax
05.2023 - 11.2024
- - Provided timely and accurate support with a 98% satisfaction rate and 23-minute median chat resolution
- - Mentored and trained two team members who were later promoted
- - Built expertise in Canopy products to deliver comprehensive client support
Sales Development Representative
Canopy Tax
06.2022 - 04.2023
- - Drove outbound sales initiatives and exceeded monthly sales goals
- - Developed personalized sales pitches tailored to prospect needs
Outreach Assistant
Confederated Tribes of the Goshute Reservation
12.2020 - 05.2022
- - Supported community outreach programs and ensured regulatory compliance
- - Built lasting relationships with local organizations to improve engagement
Self-Employed Hair Stylist
Pretty Hair Co
09.2017 - 09.2020
- - Delivered customized client services and styled for events including weddings and proms
- - Maintained strong customer loyalty and high satisfaction levels
Education
SVQ Level 3 & 4 - Hairdressing
A Cut Above
Skills
- High-level Customer Support
- Technical Troubleshooting
- AI Optimization
- Ticket Auditing
- Team Training
- Clear Communication
Timeline
Tier 2 Customer Support Specialist
Canopy Tax
11.2024 - Current
Customer Support Specialist (Tier 1)
Canopy Tax
05.2023 - 11.2024
Sales Development Representative
Canopy Tax
06.2022 - 04.2023
Outreach Assistant
Confederated Tribes of the Goshute Reservation
12.2020 - 05.2022
Self-Employed Hair Stylist
Pretty Hair Co
09.2017 - 09.2020
SVQ Level 3 & 4 - Hairdressing
A Cut Above