Tia White
Huntsville,AL
Summary
Innovative technology professional with several years of diverse experience. Skilled in enhancing systems and aligning technical solutions with business objectives. Proven success in leading projects from start to finish and contributing to organizational growth and success.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
10
10
years of professional experience
Work History
Product Support Specialist
EverCommerce
01.2023 - Current
- Manage and resolve technical issues for clients in a SaaS/start-up environment via ticketing systems, email, chat and phone support
- Lead integration support for platforms such as QuickBooks, Angi Leads, Constant Contact, and PaySimple; proficiently handle API configurations
- Serve as a senior technical advisor, working cross-functionally to address complex customer inquiries using Zendesk, Salesforce, RingCentral, Slack, Zoom, and Microsoft Teams
- Developed product training materials and conducted user training sessions.
- Researched and identified solutions to customer inquiries and escalated unresolved issues to appropriate team members.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Improved customer satisfaction by providing timely and accurate information on status and resolution.
Patient Experience Specialist
Ivim Health
06.2024 - 10.2024
- Delivered exceptional customer service, addressing patient inquiries through emails and chats with empathy and accuracy
- Worked effectively in team environments to make the workplace more productive.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Worked with cross-functional teams to achieve goals.
- Verified documentation methodically to avoid critical errors impacting care delivery and payments for services.
- Created educational materials for use by clinical teams when interacting with patients or families.
- Utilized CRM software to track customer interactions, ensuring accurate documentation of all correspondence for future reference.
- Maintained a high level of accuracy in all email correspondences, ensuring that customers received clear and concise information to address their inquiries effectively.
- Managed a high volume of emails daily, prioritizing tasks to maintain productivity and efficiency.
Customer Service Advocate
ServiceTitan
01.2022 - 01.2023
- Addressed client issues within a SaaS/start-up setting through tickets, email, and phone, and led testing of product updates before client rollout
- Played a key role in creating knowledge-sharing communities, offering technical mentorship, and fostering readiness programs
- Utilized tools such as Zendesk, Slack, and Microsoft Office Suite to maintain efficiency across multiple platforms and devices
- Enhanced customer satisfaction by promptly addressing and resolving email inquiries.
- Provided exceptional service under tight deadlines during peak periods, maintaining composure while managing a high workload efficiently.
- Documented customer notes with CRM software to keep records accurate and current.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Developed relationships with customers through friendly conversations.
Tier 2 Technical Specialist
Apple, Inc.
01.2015 - 01.2021
- Provided dedicated technical support to business and educational customers, serving as the main point of contact for complex escalations
- Owned customer issues end-to-end, collaborating with subject matter experts and performing deep technical troubleshooting
- Developed expertise in Microsoft Office, Slack, Mac OS, Networking, Wi-Fi, and MDM platforms, maintaining a high standard of service quality
- Troubleshot and resolved problems with programs and systems.
- Provided guidance on the selection of hardware components based on customer requirements.
- Utilized knowledge of applications, programming and systems functionality to assist employees with technical needs.
- Created user accounts, managed passwords, configured access rights, and provided training when necessary.
- Tested new products prior to deployment in order to verify compatibility with existing systems.
- Collaborated with employees to evaluate new software performance and reach technical requirements.
- Provided exceptional customer service through clear communication, empathy, and proactive problem-solving during difficult situations.
Education
High School Diploma -
Valley Fellowship Christian Academy
Huntsville, Alabama05.2001
Skills
- API configuration
- SaaS platforms
- Ticketing systems
- Customer relationship management
- User training
- Mobile device support
- CRM software
- Team building
- Problem solving
- Communication skills
- Conflict resolution
- Email management
- Call center experience
- Clerical support
- Live chat support
- Mentoring
- Microsoft office
- Claims investigation
- Time management
- Team collaboration
- Documentation review
- Accuracy and precision
- Data entry
Timeline
Patient Experience Specialist
Ivim Health
06.2024 - 10.2024
Product Support Specialist
EverCommerce
01.2023 - Current
Customer Service Advocate
ServiceTitan
01.2022 - 01.2023
Tier 2 Technical Specialist
Apple, Inc.
01.2015 - 01.2021
High School Diploma -
Valley Fellowship Christian Academy
Similar Profiles
Kelly ReillyKelly Reilly
Manager of Clearinghouse, EDI/Payers at EvercommerceManager of Clearinghouse, EDI/Payers at Evercommerce
Renée GravesRenée Graves
Corporate Communications Specialist at EverCommerceCorporate Communications Specialist at EverCommerce
Trista ARMIJOTrista ARMIJO
Sr. Accounts Payable Analyst at EvercommerceSr. Accounts Payable Analyst at Evercommerce
Emily RaganEmily Ragan
Full-Time RN, Progressive Cardiovascular/Thoracic (PCV) Unit at Huntsville HospitalFull-Time RN, Progressive Cardiovascular/Thoracic (PCV) Unit at Huntsville Hospital
ADDISON SUWAROWADDISON SUWAROW
Host/Food Runner at Pappo’s PizzeriaHost/Food Runner at Pappo’s Pizzeria