Customer Support Development Representative

Gabriella George

Denton, TX ****************@*****.*** https://www.linkedin.com/in/gabriellageorge/ 945-***-**** PROFESSIONAL SUMMARY

Customer Support and Technical Specialist with 15+ years of experience in SaaS, fintech, and customer- facing roles. Skilled in troubleshooting APIs, cloud platforms, CRM systems, and desktop environments. Proactive and collaborative, with a strong focus on customer education, knowledge base development, and process improvement.

PROFESSIONAL EXPERIENCE

Sales Development Representative

People Make Us – Intuit Mailchimp (Remote, TX)

Aug 2024 – Present

• Provide frontline sales and technical assistance to small- to mid-sized businesses exploring Mailchimp’s marketing automation tools, CRM, and integrations.

• Diagnose and resolve customer-reported issues related to user account setup, campaign configurations, and third-party platform connections (e.g., Shopify, WordPress, Zapier).

• Leverage Salesforce, Chili Piper, and Gong to document technical troubleshooting steps, manage customer interactions, and identify trends in support requests.

• Collaborate with technical teams to escalate bugs and provide reproducible test cases, improving resolution time and customer satisfaction.

Resolution Specialist

Adecco USA – Computershare (Remote, TX)

Aug 2023 – Jul 2024

• Provided technical support for account and shareholder access issues, improving resolution speed and satisfaction.

• Maintained accurate documentation and collaborated with internal teams for issue escalation.

• Navigated complex data systems while ensuring compliance with financial information protocols. Product Expert (Tech Support)

Working Solutions – TurboTax (Remote, TX)

Jan 2023 – Apr 2024

• Resolved 95% of user account issues and login challenges; documented workflows via Salesforce.

• Troubleshot cloud-based platform errors and guided users through multi-step technical processes.

• Reduced escalation rates by 30% through thorough diagnostics and user tools. Mortgage Loan Officer

GOG Solutions (Remote, TX)

Jan 2022 – Dec 2022

• Utilized CRM and automated workflow tools to manage customer interactions and streamline application processes.

• Conducted virtual consultations, providing personalized customer support and technical assistance with loan applications.

• Implemented data analytics to identify loan opportunities and optimize client experiences. Loan Originator

Mr. Cooper, Remote-TX

May 2021 – Jan 2022

• Leveraged CRM platforms to manage a dynamic pipeline of clients and maintain consistent engagement.

• Conducted thorough document reviews and provided technical guidance on secure document submission and processing.

• Delivered personalized customer service in a high-volume inbound call center, ensuring a seamless digital experience.

Commercial Insurance Specialist

Sandy Garza & Associates, Inc. Richardson, TX

Mar 2020 – May 2021

• Managed end-to-end customer service processes with a focus on personalized, consultative support.

• Implemented new sales enablement tools and digital platforms to enhance client onboarding and retention.

• Utilized data analysis to identify customer needs and recommend tailored insurance solutions. Small Commercial Sales Advisor

Travelers Insurance, Richardson, TX

Sep 2018 – Sep 2019

• Delivered technical product support and guidance to small business clients across multiple industries.

• Managed CRM workflows to track customer interactions and enhance lead conversion.

• Ensured compliance with regulatory requirements through meticulous documentation and process management.

• Handled high-volume customer inquiries via phone, email, and chat with a focus on first-contact resolution.

SKILLS

Technical Troubleshooting • SaaS & Cloud Support • CRM Tools (Salesforce, Gong, Chili Piper) • API & Integration Support • Desktop Support • Microsoft Office • Knowledge Base Writing • De-escalation & Empathy • Remote Collaboration

COURSES

Google Cybersecurity Certificate in progress- 2025

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