Customer Support Analyst

Samantha Li Richmond Hill, ON ǀ 647-***-**** ǀ ******@*****.*** ǀ https://www.linkedin.com/in/samxtli

Product Installer (Software)

PROFESSIONAL PROFILE

Dynamic, versatile professional with an extensive track record of providing excellent customer services. Progressive experience within the IT/SaaS industry. Demonstrated ability to build and strengthen relationships across multi-functional teams. Proven expertise with data analytics and process management. Possesses extensive experience in collaborating with internal and external stakeholders.

SUMMARY OF QUALIFICATIONS

Adaptable, self-motivated, reliable, punctual, and highly professional manner with a strong work ethic

Skilled in continuous process improvement and optimization

Solid software/CRM experience

Outstanding problem-solving skills with ability to learn quickly and understand new business concepts

Works well independently under time pressure complemented by excellent teamwork skills

Strong verbal/written communications skills, along with excellent interpersonal and client-servicing skills

Exceptional organizational, coordination and time-management skills to prioritize and effectively multitask

High level of discretion and diplomacy in handling clients/employees as well as matters of confidentiality and privacy

Languages: Fluent in English, Mandarin and Cantonese

TECHNICAL SKILLS

Advanced computer skills: Microsoft Office Suite (Word, PowerPoint, Excel, Outlook), Adobe Suites/CC, Windows PowerShell, MongoDB, Python, HTML, CSS, Liquid, Git, Salesforce, Jira, Confluence

Social Media: LinkedIn, Facebook, Instagram, Twitter

EDUCATION & PROFESSIONAL DEVELOPMENT

B.Eng. Electrical & Biomedical Engineering, McMaster University, Hamilton, ON, 2007

Certificate, IT Project Management, University of Washington, Washington, US, 2018

Recognition of Achievement: Teacher of English as a Foreign Language (TEFL), Toronto, ON, 2011

CORE COMPETENCIES

Data Analysis ǀ Client Solutions ǀ Process Management ǀ Process Optimization ǀ Project Management ǀ Cross-Team Collaboration

Customer Relationship Management ǀ Quality Assurance ǀ Vendor Management ǀ Finished Product Testing

Customer Support and Troubleshooting ǀ New Product Development ǀ Special Testing Requests Website Management

SELECTED ACHIEVEMENTS

Reduced monthly telecommunication by more than 40% based on accurate analysis – Clear Blue Technologies

Recover over 10k billing error dollar from vendor – Clear Blue Technologies

Shorten mini web property development time by half – Heart and Stroke

Verified, reconciled and managed 50,000+ customer and corporate records with limited resources – United Way

PROFESSIONAL EXPERIENCE

Support Engineer ǀ Clear Blue Technologies Inc., Toronto, ON July 2019 – July 2022

Clear Blue Technologies (CBLU) is a Smart Off-Grid energy service start-up company focused on delivering clean, managed, reliable, low-cost power solutions to their global clients’ critical systems.

Key Accomplishments:

Handled support escalation (T2), researched and resolved problems related to system error and/or malfunctions. Provided troubleshooting and modification for existing IoT systems to ensure maximum efficiency and uptime.

Vendor relationship management for the company’s IoT sims vendor, reduced IoT connectivity cost for more than 40%

Successfully recovered over 10k billing error dollar and negotiated additional feature as compensation from the vendor.

Heavily involved in the in-house mesh gateway testing and release; the gateway has been deployed to multiple countries in the world and providing connectivity thousands of systems.

Enhanced product fulfillment processes to achieve better efficiency

Identified bugs and errors during product support and testing routine allowing issues to be fixed at the early stage

Joined sales calls as necessary to provide insights to help closing the sales

Web Application Architect ǀ Heart and Stroke, Toronto, ON Apr 2016 – June 2018

Heart and Stroke is a not-for-profile organization dedicated to fighting heart disease and stroke

Key Accomplishments:

Principal strategist and visionary for web applications via multiple SaaS platforms

Built and executed rigorous and thorough testing plans for application development including system and module level performance testing, ie. part of the Ride for Heart project team.

Delivered elite customer services, including the deployment of a new template migrating a key national program with 30+ websites to a new platform.

Led the application services team in the implementation of various SaaS platforms, including the development, maintenance, technical support and analysis of systems and documentation.

Optimized day to day support process through active communication and collaboration with stakeholders.

Administered and maintained data integrity for the systems and delivered training to end users on system functionality. Provisioning control on for system users.

Application Support Analyst ǀ Heart and Stroke, Toronto, ON Nov 2015 – Apr 2016

Heart and Stroke is a not-for-profile organization dedicated to fighting heart disease and stroke

Key Accomplishments:

Developed and deployed 20+ web properties in under 6 months, closed 300+ support tickets.

Acted as an interface between application support teams and the end users to enable smooth systems support, enhancements and upgrades.

Collaborated with cross-departmental teams to test new functions/features, system patches, and system upgrades and deployments.

Application Specialist ǀ United Way of Peel Region, Mississauga, ON May 2015 – Oct 2015

United Way of Peel Region is part of the United Way Worldwide not-for-profit movement, supporting local needs.

Key Accomplishments:

Provided front line support to the end users and department of SaaS web applications and systems.

Resolved regular occurring exceptions and offered process and system improvements.

Collaborated with vendors to resolve operational issues and problems quickly and efficiently.

Developed and deployed online fundraising tools for multiple events and annual campaigns hosted by the organization and its corporate partners.

Verified, reconciled and managed 50,000+ customer and corporate records to ensure data integrity within the database.

Campaign Projects Associate ǀ United Way of York Region, Markham, ON Aug 2009 – May 2015

United Way of York Region is part of the United Way Worldwide not-for-profit movement, supporting local needs.

Key Accomplishments:

Strategic and primary project controller, leading teams of cross-functional employees in the execution of diverse campaign projects, including implementations and process overhauls.

Achieve operational objectives by contributing information and recommendations to strategic plans and reviews, preparing and completing action plans and implementing production, productivity quality and customer service standards.

Designed and developed campaign materials including training and information materials, presentations and historical documents.

Maintained 35,000+ customer records and developed Peer to Peer fundraising CRM tools.

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