Olivia Maxwell Email & Phone Number

Managed multiple product development teams using a variety of agile methodologies includingScrum/Kanban/Waterfall. Owned primarily data products catered to both developer and non-technical audiences. Worked closely with a variety of internal and external stakeholders to develop features & requirements for new and existing products. Wrote user stories.

Portland, Oregon

• Manages compliance archiving software onboarding projects for new and existing clients across Enterprise, mid-market and SMB market segments. Collaborates with engineering, customer success and sales while overseeing.
• Serves on an improvement council for the Professional Services department. Prioritizes and grooms a backlog of open issues in JIRA and collaborates with other departments to resolve high impact problems affecting the.
• Subject Matter Expert (SME) for most complex products- Mobile message archiving, website archiving (knowledge of HTML, CSS & website structure) and SSO/LDIF.
• Leads training and onboarding for new team members. Trained 5 individuals in the first 6 months of serving in this role.
• Represents the implementation team on the Professional Services improvement committee.
• Prioritizes and grooms a backlog of open issues in JIRA while collaborating with other departments to resolve high-impact challenges and improve team efficiency.

Portland, Oregon Area

• Provides support for POP3/IMAP email hosting, Microsoft Exchange, Active Directory, encryption, and Smarsh’s SaaS archiving solutions. Documents, prioritizes, and maintains detailed case records on incoming calls and.
• Cross-trained with both billing and implementation departments to provide support for their teams and build a collaborative relationship with Tier 1.
• Resolved over 2,800 technical support issues, ranked second in most cases closed by agent for 2017.
• Average CSAT score of 4.7 out of 5 based on proactiveness, professionalism, issue ownership, and knowledgeability. Highly valued by key clients and often requested by name.

Portland, OR

• Provides support for internet banking applications at Simple, a startup FinTech company. Assists customers with typical banking needs via phone and web ticketing systems while analysing for financial risk and.
• Consistently exceed productivity expectations of 6.5 customer interactions per hour with an average of 8.5 interactions per hour.

Hazleton, PA

Provided support for POP3/IMAP email hosting, Microsoft Exchange via phone in a high-volume call center environment. Consistently met and exceeded weekly support and sales metrics.

Jim Thorpe, PA

Acquired experience in multitasking, customer service, communication, and working long days in a fast paced environment. Learned serving in the busiest season with little training.

Oxford, United Kingdom

Developed interpersonal skills in a highly social environment. Stayed with the company for almost three years and was given supervisor type responsibilities such as training and doing inventory.