Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Timeline
Generic

Shaquan Liverpool

Lawton,OK

Summary

= Collaborative Technical Support Specialist specializes in exploiting internal and external relationships to synergistically tackle complex issues. Elicits aid from vendors, colleagues and other external sources to improve ticket responses. Combines personal expertise with diverse professional relationships to support maximum support quality.

Overview

2
2
years of professional experience

Work History

Lead Support Engineer

Hummingbird RegTech
Remote, OK
10.2022 - Current
  • Promoted to Lead Support Specialist role based on outstanding performance and leadership qualities
  • Oversees creation of comprehensive knowledge base for self-service support options
  • Collaborates with cross-functional teams to develop and implement new support strategies
  • Develops comprehensive training materials for new hires
  • Provides comprehensive SaaS technical support to high-level executives, adeptly addressing complex compliance inquiries
  • Upholds impressive 98% overall customer satisfaction score over 24 months, reflecting overall commitment to customer success
  • Implemented feedback loops with clients to continuously improve quality of support services provided.
  • Manages escalated customer issues, ensuring swift resolution and minimal impact on client relationship
  • Resolves critical system outages by coordinating efforts between multiple departments.
  • Mentors junior support specialists, providing guidance on best practices and troubleshooting techniques.
  • Conducts regular performance reviews with team members to encourage professional growth and development.

Support Engineer

Hummingbird RegTech
Remote, OK
05.2022 - 10.2022
  • Spearheaded implementation of new support tools that boosted productivity among team members.
  • Troubleshot email, chat, and Slack support requests within established service level agreements through Salesforce Lightning, Slack, and Intercom
  • Analyzed support metrics and feedback to identify trends and areas for improvement which led initiatives to enhance service quality and effectiveness
  • Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams
  • Generated reports to track performance and analyze trends
  • Devised custom solutions for unique technical challenges faced by individual customers, increasing their overall satisfaction levels
  • Tracked and documented customer interactions in case management system to maintain accurate records.

Education

Information Technology: Software Development -

Georgia Gwinnett College
Lawrenceville, GA
05.2019

Skills

  • Proficient : Salesforce/CRM Management, SaaS and B2B Support, YAML Workflow Creation, Technical Troubleshooting and Documentation
  • Moderate : HTML, CSS, YAML, API calls, Python, SQL, Snowflake, Honeycomb, Workato/Automation

Websites

Accomplishments

  • Collaborated with team of 8 in the development of a UX Design and Testing Committee.
  • Supervised team of 5 staff members.
  • Achieved development of Self Service Help Documentation

Timeline

Lead Support Engineer

Hummingbird RegTech
10.2022 - Current

Support Engineer

Hummingbird RegTech
05.2022 - 10.2022

Information Technology: Software Development -

Georgia Gwinnett College

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Shaquan Liverpool