Four years of experience in the SaaS start-up environment, where I wore multiple hats and helped scale my team from three employees to 30 within one year. Focused and detailed-oriented, I am adept in maintaining high quality standards and building professional relationships.
–Teambuilding & Supervision
–Staff Development & Training
–User Training & Support
–Report & Document Preparation
Druva, Inc. – Sunnyvale, CA September 2019 –December 2019
Account Receivable Analyst
Posts customer payments by recording cash, checks, and credit card transactions.
Provided internal and external support with updated reports and current notes using company databases
Posts revenues by verifying and entering transactions form lock box and bank deposits.
Update Intaact and Excel with the payments received
Verify banking information
Maintained records for over 100 customers worldwide.
Follow up with and collecting on past due accounts via email and phone calls
Compiled financial reports in order to provide the best service to the customer
HCL America, Inc. – San Jose, CA (Google) August 2018 – September 2019
Troubleshoot and resolved application issues escalated from end-users.
Opened and documented tickets in GUTS UI.
Coordinate resolutions with onshore and offshore teams and project managers.
Supported company users with troubleshooting assistance via GUTS, Google hangout, Google video chat, and Office Hours for support.
Analyze application data to review performance and reveal problems to solve.
Provided detailed and concise documentation on various topics and processes, making clarifications when needed.
Creating standard operating procedure documents and improve support skills
Tickets completed/resolved within SLA.
Customer satisfaction and solution availability are at the highest levels
Robinhood – Palo Alto, CA (Premier Staffing) November 2017 – February 2018
Operation Support Analyst
Provide support to customer and user base via Zendesk ticketing system
Collaborate with licensed brokers and analyst to resolve banking, trade, and app related issues
oWorked with cross-functional teams to ensure our customer get the best support.
Prioritize ticket queue based on the support tier the customer is on (Cash, Instant, and Gold)
Educate users on the functionalities of the app
Assist with upgrade/downgrade of subscription
Process reports, documents, and agreements
Review financial information for qualification
RetailNext – San Jose, CA September 2013 – August 2017
Operation Support Manager
Define key performance indicators and provide reporting of metrics to evaluate the effectiveness of the Operation Support team:
oEfficiency - resolved tickets (daily, weekly, monthly, and yearly)
oTicket response time
oCustomer satisfaction and retention
oPercentage of satisfactory vs. dissatisfactory
oCustomer churn rate
Perform analysis of key performance indicators and workflows to determine improvement opportunities
Manage ticket lifecycle to ensure and maintain SLA are met:
oReview open tickets and assure aging tickets are addressed and remain within SLA
oGuarantee our customers 95% accurate data
oAny re-audit or adjustment request is a $85 dollars service charge
oTicket response time based on tier level (Platinum, Gold, Silver, and Standard)
oReports are generated based on tier level (Platinum, Gold, Silver, and Standard)
Led weekly meetings to forecast and update team members with upcoming projects
Improved communication by creating and distributing weekly team progress reports for Executive team members
Collaborated with Engineering teams to implement new generation audit console tool to automate business processes
Enter purchased orders for approved software, hardware, and general expense spend
oEnsure the timely delivery of purchased orders
Review accuracy of invoices, especially recurring program invoices, escalate issues/mitigate risk or credit hold
Review reporting/savings results from ongoing procurement vendor programs
Cross functional assistance for hardware forecasting and inventory control
Assist IT in the administration of software spend; invoicing and pre-renewal internal review
Assist Project Managers with invoice reviews on high volume/peak period projects to ensure the completion of the rollout
Maintain records to vendor held/committed inventory to always have equipment ready to be shipped
Maintain updated vendor contract and price listings
Source goods and alternate suppliers or better pricing
California State University, Monterey Bay – Seaside, CA December 2010 - 2012
Bachelors of Science in Business Administration
Relevant Coursework: Business Reading, Writing & Critical Thinking, Marketing, Finance, Computer Info Systems (Excel Macros), Business Operations, Entrepreneurship, Human Resource Management, Service Learning, Customer Service Management, Organizational Behavior, Non-profit Organization Management, Strategic Management Senior Capstone