Beth Rouse Email & Phone Number

Sunnyvale, CA, US

• Built upon experience from Technical Escalation Specialist 1. Partner with above tier to work on resolving tickets with more proactive tooling. Create and launch process to align with other Technical Escalation.
• Rotated into Horizontal TES LOB and brought escalation backlog back into the green within a week of support. Continued to support for two fiscal quarters, triaging up to 50 escalations a day.
• Create and led training for team to be set up for success when onboarding new products to support.
• Contributed to the Shift Left initiative by developing and distributing documentation to enhance the capabilities of global support teams, improving first touch resolution rates.
• As member of cross-departmental Culture Club Committee, identified need for team-building efforts, securing a dedicated budget for same which included quarterly in-person events. Success of Committee was measured by.
• Received awards for Growth Mindset and Operational Champion on multiple occasions

Sunnyvale, CA, US

• Asked to rotate into Enterprise Platform space for three months to support increased volume.
• Monitor and analyze key metrics related to product quality.
• Review, investigate, and resolve complex technical member cases within the target SLAs.
• Proactively identify and prevent production issues. Monitor and analyze reporting and dashboards to quickly identify issues and take corrective action when needed.
• Partner with Product and Engineering stakeholders to drive quality improvement initiatives to deliver positive member experience.
• Report on escalation trends, top issues, and improvement opportunities to key stakeholders weekly.

Sunnyvale, CA, US

• Provide in-depth and timely support for complex technical issues that require escalation from the frontline support team. Prioritize problem tickets using Microsoft Dynamics and JIRA, document solutions, and.
• Collaborated with product, engineering, support, and technical service managers to enhance data transfer processes and streamline failure reporting to engineering, reducing total resolution time.

• Delivered in-person and remote software and hardware support service for university students. Troubleshoot using industry documentation as well as through Internet searching and “trial and error.” Responsible for.

Hudson, OH, US

• Provided for busy retail site averaging $20,000 in gross revenue on days worked. Collected revenue from clients using credit and cash handling best practices. Maintained and created store displays to meet sales goals..