Service Agent Support Specialist
Resume:
HEIDI LAWTON
San Tan Valley, AZ ***** 480-***-****
advivd@r.postjobfree.com www.linkedin.com/in/heidilawton
PRODUCTION SUPPORT SPECIALIST
QUALITY ASSURANCE ANALYST
Drive Results through Collaboration, Research, and Follow-through
Detailed and thorough quality assurance analyst who uses communication and collaboration to understand client needs, evaluate product output, and ensure stellar results are delivered timely to clients.
Experienced at bridging the gap between technology and business. Track record of building strong partnerships, managing multiple priorities, and exceeding expectations. Areas of expertise include:
Needs assessment
Project management
Relationship management
Problem-solving
PROFESSIONAL EXPERIENCE
CARSARRIVE, Mesa, AZ 2007 – 2023
Production Support Specialist/QA Engineer (2016 – 2023)
Provided front-end QA and UAT testing for US and Canada involving multiple websites, mobile applications, and development teams. Managed all production support requests including system errors, issue validation, new accounts, password resets and served as the primary contact for clients.
Led a project to redesign the company website with a client facing dashboard. Collaborated with developers and management to identify needs, communicate feature requests, share feedback, complete product testing, and present final product to management.
Worked with developers to create eight additional client facing dashboards allowing clients to see real-time status of orders and requests.
Managed backend server migration project including the completion of regression testing on all systems.
Facilitated user testing and communicated with all levels of leadership. Regarded across all levels as an expert on system capabilities.
Volunteered to provide 24/7 on-call client support.
Continually recognized for ability to manage multiple responsibilities and priorities, follow-through, and ability to overcome obstacles for the team and clients. Received top annual ratings of “Impact Performer”.
Senior Institutional Account Representative (2007 – 2016)
Served as the primary contact and dispatcher for the company’s institutional accounts, including ADESA, Toyota, and VW Credit. Supported clients, carriers, dealers, and repo agents.
Negotiated rates for transportation. Granted authority to approve final rates and pricing adjustments.
Monitored transportation orders to ensure Service Level Agreement (SLA) requirements were met. Achieved a 90% success rate at meeting SLA resulting in high client retention rates.
Spearheaded support on the company’s largest client acquisition and served as the primary liaison for transportation and production support. Continued to support this client upon transition to new role.
Selected to train and on-board all new representatives.
Recognized for quick and accurate communication with clients.
Heidi Lawton advivd@r.postjobfree.com Page 2
WALMART, Queen Creek, AZ 2014 – 2015
Customer Service Supervisor
Led a team of 25 front-end employees. Answered questions, handled escalations, approved pricing changes, money transfers and trained new employees.
Started as front-end customer service agent and was promoted to CS Supervisor after seven months.
PAM, A DIVISION OF US OIL INC, Sioux Falls and Rapid City, SD 1995 – 2007
Administrative Assistant and Dispatcher
Served as a direct bulk oil dispatcher and customer service representative for three locations.
Kept and maintained accurate records for payroll, trucking permits, and driver’s logs to ensure DOT compliance.
Responsible for registering and licensing all company vehicles for nineteen company locations.
Utilized problem solving and time management to ensure on-time deliveries resulting in high customer satisfaction and retention.
Recognized for reliability and independent work ethic.
EDUCATION
Associate of Applied Science (AAS), Paralegal Studies
Stenotype Institute of South Dakota
VOLUNTEER WORK
Treasurer and Secretary of High School Booster Clubs
Combs High School 2021 - 2023
REFERENCES
Shane Jackson, Director of Product Management, CarsArrive
advivd@r.postjobfree.com
Brad Hendricks, Director of Operations, ADESA
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Devender Thakur, Technical Manager, Engineering, CarsArrive
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Kim Overman, Director of Operations, CarsArrive
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