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.

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:

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.
• 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