Dana Zmuda Email & Phone Number

• Supported Pinterest users and Pinterest Account Managers writing on behalf of their advertisers withissues occurring across the platform on desktop, iOS and Android devices
• Worked tickets via Zendesk queue and filed bugs to JIRA, achieving ticket goal and customer ratings metrics
• Investigated issues using internal Pinterest tools to view data in the system and identify root cause andexpected behavior
• Recommended additions to content in resource documents for support agents to improve efficiency inticket handling
• Presented a process improvement project to the team and participated in a working stream to addressroadblocks and develop a workflow. Conducted A/B testing to obtain supporting data to confirm projectincreases customer.
• High performance resulted in contract extension

Greater Seattle Area

• Obtained Salesforce Admin Certification March 2021
• Audited and submitted monthly end of month book move files utlilizing pivot tables and v-lookups
• Data pulled twice a month from Anaplan for preliminary and final sales contest results
• Project management for sales promotions and Salesforce reports/dashboards
• Managed monthly profile updates of role changes and permissions within Salesforce
• Worked through Case queue intake system in Salesforce to troubleshoot workflow issues that occur across various sales tools & systems (Salesforce, Gong, Sonar, Calendly, Mitel)

Greater Seattle Area

• Monitored team metrics to ensure goals were met
• Provided coaching and feedback
• Interviewed and selected candidates
• Communicated product updates to team
• Analyzed data in CS software to create consumer feedback reports for various product teams

Seattle

• Deciphered, investigated, and resolved consumer concerns for Trulia brand
• Identified and reported bugs to developers and monitored progress
• Updated response templates and Help Center articles
• Exceeded expectations for daily metrics
• Promoted to Senior rep February 2017

• Empowered and educated customers regarding the claims process
• Conducted complex coverage and liability investigations to close claims
• Negotiated settlements to reimburse customers for out of pocket expenses, general pain, suffering, and wage loss
• Listened to customer preferences to advise of the best method of repair/total loss process

Bellevue, WA

• Used proprietary software to manage returns
• Involved with management of large quantities of inventory
• Simultaneously performed multiple job functions based on demand and management requests, often coordinating with multiple team members to deliver timely results