About
Highly accomplished Technical Support Engineer and Customer Solutions Specialist with a robust background in high-volume tech environments and foundational front-end development. Expert in methodical troubleshooting, resolving complex platform and integration issues, and leveraging tools like Intercom and Jira to deliver exceptional customer experiences. Proven ability to enhance client retention by 20%, improve internal process efficiency by 30%, and contribute to product improvement through strategic technical solutions and cross-functional collaboration, driving both customer satisfaction and operational excellence.
Work
Rebuy Engine
|Technical Support Engineer
Salt Lake City, Utah, US
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Summary
Delivered expert technical support to e-commerce merchants, methodically troubleshooting and resolving complex platform and integration issues to ensure seamless operations and merchant success.
Highlights
Methodically troubleshot and resolved complex platform and integration issues for e-commerce merchants, ensuring operational continuity and minimizing downtime.
Authored clear, concise diagnostic reports and managed customer-facing communications via Intercom and Jira, maintaining transparency and high user satisfaction.
Assisted customers with critical platform integration challenges, including authentication errors and data source configurations, significantly improving successful connections.
Applied creative problem-solving to identify and resolve front-end conflicts, guiding customers through technical challenges to achieve successful outcomes.
ByltzPay
|Technical Customer Solutions Specialist
Salt Lake City, Utah, US
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Summary
Cultivated robust client relationships through proactive, solution-oriented technical support, directly contributing to a 20% increase in client retention and overall satisfaction.
Highlights
Drove a 20% increase in client retention and satisfaction by providing proactive, solution-oriented technical support and fostering strong client relationships.
Developed and optimized HubSpot tracking systems and workflows, streamlining customer interaction management and improving internal process efficiency by 30%.
Collaborated with cross-functional teams to identify and resolve customer pain points, aligning solutions with product offerings and boosting customer satisfaction by 15%.
Prestige Financial
|Front-End Software Engineer
Salt Lake City, Utah, US
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Summary
Spearheaded the development and implementation of a comprehensive front-end library across multiple internal products, reducing development time by 20% and significantly boosting developer efficiency.
Highlights
Led the development and implementation of a comprehensive front-end library across multiple internal products, resulting in a 20% reduction in development time and enhanced code reuse.
Partnered closely with UX teams to seamlessly integrate designs, delivering visually stunning and functionally robust front-end interfaces that enhanced user satisfaction and increased engagement.
Created a reusable component library, elevating code quality and ensuring long-term project success through conducting design workshops, promoting best practices, and enforcing strict accessibility standards.
Certificates
Certified Project Professional (CPM)
Issued By
University of Utah
Certified User Experience Specialist (CUSX)
Issued By
V School
Full Stack JavaScript Engineering
Issued By
V School
Skills
Programming Languages
JavaScript, C#.
Web Technologies
Cascading Style Sheets (CSS), Front-End Development, Component Library Development, UI/UX Integration.
Technical Support & Troubleshooting
Methodical Troubleshooting, Platform Integration, Diagnostic Reporting, Problem Solving, Intercom, Jira, E-commerce Support.
Customer Relationship Management
Client Retention, Customer Satisfaction, Proactive Communication, HubSpot, Customer Success.
Process & Workflow Optimization
Workflow Development, Internal Process Improvement, Efficiency Enhancement.
Collaboration & Communication
Cross-functional Collaboration, Written Communication, Verbal Communication, Stakeholder Engagement, Design Workshops.
Software Development Practices
Code Quality, Accessibility Standards, Best Practices, Reusable Component Development.