Kendra Downing Email & Phone Number

Austin, Texas, United States

Austin, Texas, United States

Responsible for:- Help managing the Salesforce queue daily for new client orders, CRM cases, graphic changes, and other support tickets- Assisting in data audits to confirm company data was correct- Creating/updating multiple Google Docs for standard operating procedures and technical procedures intended for support and sales representatives- Managing account creation for chat operators' employees and new hires- Maintaining company's Google Drive of graphics and assets- Assisting in training new hires to speed up on-boarding- Increasing knowledge of Javascript, CSS, and HTML to better understand bugs and handle troubleshooting for clientsAchievements:- Crafted the Confluence documentation for the design, QA, and retraining for the web app conversion of a keystone native application (currently ongoing)- Performing QA of JIRA tickets on staging and production server and created detailed patch notes for stakeholders (currently ongoing)- Created and ran the QA process for A/B testing new chat features and graphics- Created onboarding FAQ forms and welcome packet templates for new clients to improve the accuracy of relayed information from chat operators- Assisted with training a new partner company's management and helped create and approve training documents for their employees