Hi, I’m
Vanessa Navarro
Dallas,TX
Summary
Dedicated Product Support Specialist offering unparalleled assistance with problematic end-user technical and data request's. Resourceful approach to scanning up to date specifications, ascertaining necessary software versioning and scalability to address service queries. Insightful expert at analytics, ticketing and task management while directly overseeing critical product support and customer communication. Expert QA resource with dedication to streamlining processes to meet crucial thresholds to improve product usefulness.
Overview
8
years of professional experience
1
Certification
Work History
CreatorIQ
Product Support Lead
07.2022 - Current
Job overview
- Managed and prioritized multiple projects simultaneously, worked independently and drove results.
- Performed troubleshooting and tested customer issues via phone, email and remote assistance software.
- Identified, triaged and escalated issues to internal personnel along with clear outline of problems and technical detail.
- Delivered feedback on troubleshooting guides and contributed to continuous improvement of issue resolution and support processes.
- Led Analytics, communication and organizational tasks to oversee Product Support and interface with customers
- Answered user inquiries to resolve computer software and hardware operation problems.
- Work directly with B2B clients and brands to solve technical issues.
- Provide clients with specialized support through complex issues in form of screenshares and working sessions.
- Contribute to our Knowledge base with documentation and FAQs Research
- Conduct market research and analyze trends to identify new opportunities and improve Campaign Performance
- Collaborate with cross functional teams including creative content and web development to produce engaging content and optimize user experience
- Stay up to date with emerging digital marketing trends and technologies
Peloton
People Support Specialist
09.2020 - 07.2022
Job overview
- Inspected damaged property during investigations.
- Worked toward claim resolution by maintaining regulatory compliance and fair claims practices within authority
- Inspected damaged property to complete appropriate estimates and documentation
- Summarized claims in excess of authority and submitted to manager for approval
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions
- Assisted members with all support needs.
- Maintained record of daily individual activities, behaviors and pertinent incidents for patient analysis and assessment
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Mcquaid Vein Specialists
Front Office Team Lead
03.2018 - 09.2022
Job overview
- Motivated staff by setting goals, providing ongoing feedback and rewarding and recognizing employees.
- Interviewed, hired, coached and developed front office associates.
- Processed check-ins and check-outs, created reservations and processed special requests.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Assisted development and implementation of new administrative procedures.
- Followed up with patients to reschedule missed appointments.
- Collaborated with healthcare staff to verify alignment of appointment scheduling with clinic protocols.
- Verified insurance coverage and eligibility for medical services prior to scheduling appointments to prevent billing issues.
- Confirmed appointments one day prior to minimize missed appointments and maximize clinic utilization.
- Developed and implemented efficient scheduling systems to maintain organized medical appointment schedules.
- Processed payments and managed financial records to facilitate proper billing and tracking of payment history.
- Assisted clients with accurate eligibility form, application and document completion.
Bio-Rad
Software Support Specialist
02.2015 - 04.2018
Job overview
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Researched and identified solutions to technical problems.
- Installed and configured operating systems and applications.
- Created user accounts and assigned permissions.
- Configured and tested new software and hardware.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Developed and implemented preventive maintenance procedures.
Education
Duncanville High School
High School Diploma
06.2007
Skills
- Proficient in Microsoft Word, Excel and Powerpoint
- Zendesk
- Intercom
- CSM
- ARM
- Salesforce
- Shopify
- Paypal
- Slack
- Product Calibration
- Support End-Users
- Customer Communication and Empathy
Certification
- Technical Support Fundamentals- Coursera ( January 2022)
- Bits and Bytes of Computer Networking- Coursera (January 2022)
- Google Project Management Certificate- Coursera ( April 2022 )
Languages
Spanish
Native or Bilingual
Timeline
Product Support Lead
CreatorIQ
07.2022 - Current
People Support Specialist
Peloton
09.2020 - 07.2022
Front Office Team Lead
Mcquaid Vein Specialists
03.2018 - 09.2022
Software Support Specialist
Bio-Rad
02.2015 - 04.2018
Duncanville High School
High School Diploma
- Technical Support Fundamentals- Coursera ( January 2022)
- Bits and Bytes of Computer Networking- Coursera (January 2022)
- Google Project Management Certificate- Coursera ( April 2022 )
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