Anna H. Email & Phone Number

San Francisco Bay Area

• Fostering strong relationships with our BPOs via bi-weekly syncs, Quality Assurance sessions, and office hours to effectively bridge any knowledge gaps.• Building and training support agents on new internal processes and flows to ensure seamless operations.• Creating and maintaining internal documentation on new processes and product launches, enabling the team to stay up-to-date and aligned.• Collaborating closely with the Fraud Analysis team to quickly resolve abuse situations on the platform and inform anti-fraud strategy.• Overseeing and executing quarterly marketing campaigns and running daily syncs to ensure success and timely adjustments.• Addressing Tier 3 escalations via various platforms (Zendesk, BBB, and forwarded executive emails) to swiftly resolve customer concerns.

San Francisco Bay Area

• Promoted to the dedicated premier support specialist for Enterprise Wealth/Asset Management, Life Insurance, and Property & Casualty accounts.• Escalated and triaged incidents reported by Product Specialists using Jira. • Performed API calls to update user's information and data bulk updates.• Ran weekly support office hours to assist in product knowledge gaps for other Product Specialist within the team.• Collaborated with Customer Success Managers to maintain healthy accounts for Tiers 1-3 Premier Enterprise organizations to minimize churn.

San Francisco, California

• First point of contact for all inbound support tickets from end-users in Zendesk.• Troubleshoot issues for our Social, Relate, Site, and Mail products.• Located root cause of issues using Splunk and Sumo Logic.• Triaged medium to high incidents with our Engineering, Solutions Delivery, and Product teams via escalations and Jira.• Create internal knowledge base content using Confluence.Achievements:• Recognized as one of the recipients of the 2020 GTM Awards during our yearly Company Kickoff ceremonies. • Solved 25% of all support tickets in Q2 and Q3 of 2020

San Francisco, California

• Provided real-time problem-solving skills in email, chat, and phone support.• Troubleshooting usability issues and/or bugs while working with Quality Assurance in escalation requests to developers via Jiras.• Worked with the Product Support Lead in creating training material for the support call center.• Trained new hires on customer support and troubleshooting processes, creating effective training materials, monitoring their performance, and coaching them as needed.• Utilized Tableau in pinpointing top support issues in order to improve the product.• Created internal support articles to continue educating all Wix employees.Achievements:• Selected to be a Product Development Specialist for Mobile Editor within 9 months• First Product Development Specialist in San Francisco to travel internationally and assist in training the Philippines call center.

San Francisco Bay Area

• Drove the full sales cycle to attain new business: hands-on introductory calls, assess business goals through qualifying, liaise with business owners in Yelp’s platform, and targeted digital ad packages for the closing of deals.• Educated clients on the power of online advertising through Yelp Product Line.• Maintained client data and daily business performance through the Salesforce CRM platform.

Sunnyvale, Ca

San Jose, Ca

Bachelor Of Science (B.S.), Advertising (Focus: Management)

Activities and Societies: Spartan Advertising Club

Associate Of Arts - Aa, General Education

General Education