Devon Solomon-Moore Email & Phone Number

Austin, TX, US

• Troubleshoot and resolve software, hardware, and network issues via remote support, achieving high client satisfaction and adherence to SLAs.
• Manage customer inquiries through Zendesk and phone support, including emergency service requests.
• Deliver clear, jargon-free guidance, optimizing software and hardware usage tailored to client needs.
• Collaborate with Senior Support Engineers to escalate critical incidents and prioritize issues effectively.
• Document bugs and feature requests in Jira, contributing to continuous software improvement.
• Develop and maintain knowledge base articles for both customers and internal use, enhancing resource accessibility.

• Oversee internal Slack channels to respond to escalations, provide coaching, and manage staffing volumes in real time.
• Support new and existing clients on multi-channel case volumes; Routinely engaged in service recovery to increase confidence and drive continuous usage and adoption.
• Meet or exceed department performance, quality (QA), and service metrics; Documented and reported relevant data on applicable systems for on going development.
• Collaborate with cross functional engineering, risk, and QC teams to ensure quick resolutions; refer clients to additional resources when appropriate.
• Maintain learning resources and supplemental training to ensure accuracy and drive meaningful process improvements.

Austin, Texas Metropolitan Area

United States

• Delivered exceptional service to enhance customer experience and increase customer retention.
• Responded to complaints, provided appropriate and expedient solutions, and followed up to ensure resolution.
• Exceeded personal and team results by avg. 10%; measured and reviewed performance for future improvement.
• Regularly trained employees and contributed to supplementary team building exercises.

United State

• On-site management of multiple fast shifting and constantly iterating events from conception to execution.
• Developed and implemented procedures and systems to improve event safety and security; coordinated with city/state officials to ensure legal and regulatory compliance.
• Met with key partners and clients to determine goals, strategy, schedule, and budget.
• Collaborated with developers and designers to define and align on-brand event promo materials and merchandise.