Lauren Sila Email & Phone Number

San Francisco Bay Area

Sunnyvale, California, United States

Was a key member of the Customer Support team interfacing with enterprise customers to troubleshoot and resolve technical inquiries of the Tact.ai platform. Primary Responsibilities Included: - Took ownership of customer issues reported and seeing problems through to resolution - Assisted customers with installing, onboarding, and updating of company's product or service as needed (accomplished through Zendesk as well as Microsoft Teams)- Independent researching, diagnosing, troubleshooting, and identifying solutions to resolve issues. - Asked customers targeted questions to understand the root of the problem quickly - Conducted root-cause analysis for technical issues- Prioritized and managed several open issues at one time while maintaining SLA targets - Followed up with customers promptly to ensure their satisfaction - Documented technical knowledge in the form of articles (for internal and external reference) and how-to videos (with voice-over)- Gathered product feedback from customers to the Product team for product improvements Highlights: - Exceeded goals on First Response times (1.8hrs vs 2.2hrs goal)- Met SLA goal (74.2% vs 75% goal)- Contributed regularly to the internal and external knowledge base; including a how-to video series- Assisted engineering team on release notes and related tasks- Assisted CSM teams with customer training calls, drafting training documents, and Spanish translations- Took on a new Enablement role and created an Enablement hub through Confluence- Contributed ideas to the team on improvements; from ticket handling to team processes- Was flexible and adaptable to take on tasks and assignments on an ad-hoc basis

Mountain View, Ca

- Supervised team of five to seven individuals by providing them with goal setting, keeping them on task, updating them with company communication, and having regular one on one meetings. - Served as customer point of contact for business; corresponded with customers to troubleshoot and problem solve any issues- Worked closely with engineering team using JIRA to debug and QA both internal tools and the external site

San Jose, Ca

- Implemented system organization to formally introduce a filing structure- Collaborated with external vendors and internal clients to ensure timely payments- Ran payroll for business employees

Computer Software Engineering

An accelerated software development program designed to help women become software developers. Hackbright Academy teaches the fundamentals.

Associate’S Degree, English Language And Literature, General

Took multiple courses in English Literature (including Contemporary Lit, British Lit, and Poetry).