Kelley Riley Email and Phone Number

Providing white glove technical customer support

- Triaged, researched, understood/predicted root cause, impact, and priority of issues - Debugged and reproduced issues, providing replication steps to developers - Owned multiple Enterprise level clients as Support Engineer point of contact to improve CSAT and Health and prevented churn for 2 clients - Escalated issues to developers via Jira and owned the follow up and prioritization of developer’s resolution according to customer needs- Provided superb, empathetic customer support via email and sometimes phone/Zoom- Strong interpersonal and communication skills to drive case progress forward across multiple departments and teams - Maintained knowledge of the product for a monthly release schedule and shared with team - Managed my queue in Salesforce with 100% independence, using my experience and critical thinking/logical problem solving to know how to drive cases forward in the best way for the client - Working knowledge of SOAP and REST APIs-Wrote Knowledge Base articles/documentation for faster resolution and improve team knowledge of Product - Raised opportunities for process improvement around cross-functional communication and others-Experience in frontend technology and can read HTML5, CSS, JavaScript. Troubleshoot JS through Inspect -Team player, regularly trained 2-3 fellow engineers and collaborated with different teams to spread pertinent information and drive results despite conflicts-Empathetic communication style, able to speak high and low level on issue analysis for customers, developers, and other internal users- Owned and worked between 50-100 cases in backlog depending on team availability and incoming workload - Scheduled and ran customer escalation calls to troubleshoot urgent issues live

- Increased Twitter followers by 70%, increased Facebook likes by 50% (reaching goal set by supervisor of 10K followers on Facebook)- Improved page tone and voice to reach target audience of (18-25)- Created engaging content with stock imagery or original DSLR photography and edited images with Photoshop or Canva- Answered follower/customer questions and provided professional and friendly customer service- Used Buffer and Hootsuite for post management Project Management- Uncovered and defined marketing goals into attainable tasks- Set deadlines for the marketing goals and tracked progress- Provided monthly reports of the page's progress to supervisor - Created and maintained an editorial calendar for posting

Accomplishments - Consistently #1 sales rep in home store - Ranked in top 10% of sales reps across territory - Highly rated customer satisfaction Sales Duties - Sold integrated wireless and entertainment offers to customers and business offers for small business accounts - Built a solid rapport with customers to help uncover their needs to devise a sales pitch - Passed business prospects down the pipeline (via Outlook and internal lead generating software) for Small Business Representative - Performed administrative tasks (eg inventory, answering phones, organizing paperwork) - Resolved customer escalations when possible

- Created social media content in a fast-paced agency setting for multiple client projects in Food and Real Estate Industries- Managed content on client websites through the Wordpress CMS
- Assisted Lead Content Strategist on Twitter engagement for company's own brand awareness- Managed posts through HootSuite

- Executed high throughput process development (HTPD) experiments with BSL-1 biological agents and viruses.- Operated and maintained laboratory automation equipment (Tecan) to support HTPD screening experiments.- Prepared laboratory reagents and solutions- Analyzed, collated, tracked, and reported data back to client staff members- Maintained records and test results and followed good manufacturing practices (GMP)- Used Outlook and Excel (lab notebooks) daily