Janet Robinson Email and Phone Number

As an Operations Analyst, I've spearheaded key initiatives to enhance our organizational efficiency. My role began after successfully managing a rapid CRM transition from Salesforce to Intercom in just three weeks. I led the formation of our documentation team, overseeing the resolution of over 200 documentation requests. This effort significantly improved both our internal resources and external knowledge base, accessible at help.coinme.com. By combining strategic thinking with attention to detail, I've consistently streamlined operations and bolstered our support infrastructure, contributing to the company's operational success and leading to 100% completion of most of our OKRS.

At Coinme I started as a Documentation Specialist working on the Customer Support Team. I have participated in an entire overhaul of the Coinme Support website and am responsible for evaluating, updating and creating more then 85 customer facing technical documents in a three month time span. I have developed a review cycle and created internal documentation on new processes and procedures. These documents are around case management, new tools or features and include Style Guides, How-to Documents and Troubleshooting documentation. Cross-department collaboration was a necessity in my role at Coinme, and I have been fearless in tracking down answers and making suggestions for process improvement when I see pain points. At the end of the day we are all a part of the same team and I like seeing my team succeed.

I previously worked as an Analyst consultant for Concentrix Catalyst (Previously PK Global) at T-Mobile for Business on their Salesforce Support team.I was responsible for being a SME on such topics such as DocuSign, Outreach, Activities and Leads.Included in these responsibilities were creating and maintaining documentation.Among my responsibilities I also provided Tier II support for issues that may have occured in the T-Mobile For Business instance of Salesforce, and had resolved over 1,300 cases in the last year. As well as having escalated more than 25 issues to Tier III and Developer support using Jira. I was exposed to AGILE methodology and assisted in testing after deployment of new features and fixes to the issue's that I had escalated.

I was promoted in April of 2019 to Support Engineer. I am responsible for complex cases involving all Extrahop products, internal documentation, and Tier II support for customers.

I was the first Client Support Technician at Extrahop and helped define it's role within the company.My responsibilities included initial case support for customers, case triage within Salesforce and documentation.

At Seed IP Law Group I worked on a small team providing technical support. As we were a growing law firm I was able to work in many different capacities.

On the service desk team at Premera I was a dedicated worker, and team member. I often supported the team as well as our external customers on complex IT and Web related issues.

I learned a lot during my internship at Premera Blue Cross. I took on a lot of responsibility and did my best to support the CTS team. This lead to me being hired on FTE on the Service desk team.

During my time at Fred Meyer's I was a dedicated and punctual worker. I was responsible and performed many tasks including stocking shelves and configuring displays.

My Time at discount Drug Mart was very productive, and I grew a lot. Within my first three months I was promoted from Cashier to Utility Clerk. A position I kept until I moved from Ohio to Washington in 2013.