Senior Technical Support & Customer Success Lead

Bonnie A. Felber

*********@*****.*** 951-***-****

San Dimas, CA Remote Availability

Professional Summary

Customer Support and Technical Help Desk professional with 20+ years of experience in administrative support, client services, and SaaS-based software troubleshooting. Proven ability to resolve complex technical issues, optimize client satisfaction, and contribute to business growth through up selling and process improvement. Comfortable in high-volume environments, using tools like Zendesk, Salesforce, Teams and Microsoft Office. Strong communicator with a problem-solving mindset and a reputation for going above and beyond.

Core Competencies

Customer Service & Technical Support (Remote)

SaaS Application Support Troubleshooting Ticketing Systems

Help Desk Operations Zendesk Freshdesk – Slack- Teams

CRM Tools: Salesforce, CCC

Microsoft Office: Word, Excel, Outlook

Report Generation & Performance Analytics

Client Retention & Up-selling

Conflict Resolution Active Listening Critical Thinking

Remote Collaboration Tools: Microsoft Teams, Cloud-Based Systems

Professional Experience

Affinitiv – Remote

Help Desk Representative 2018 – 2024

SaaS Solutions CRM

Provided technical support for dealership software via Zendesk and inbound phone calls, achieving high first-call resolution rates.

Led installation and on-boarding of new client systems, ensuring smooth deployment and client satisfaction.

Delivered custom monthly performance reports to clients and conducted 60-day follow-up calls to identify success metrics and up sell opportunities.

Earned recognition for outstanding client engagement in a high-volume, deadline-driven support team.

Chance One Appraisals Inc. – Walnut, CA

Operations Manager / Owner 2005 – 2017

Independent Auto Damage Appraisal Firm

Managed end-to-end operations across six Southern California counties, partnering with major insurance providers.

Oversaw logistics of auto appraisals, liaising with body shops, tow yards, and claims adjusters to streamline processes.

Generated detailed analytics reports for insurance carriers, including re-inspections and unresolved claims.

Handled bookkeeping, payroll for contractors, and built a reputation for timely, accurate service delivery.

Education

C.W. Baker High School – Baldwinsville, NY

Business Regents Diploma

Focus: Business Administration

Professional Development

Completed multiple customer service and technical support training courses via Udemy

Continual self-study in remote collaboration and client engagement best practices

Proficient in Microsoft Teams, Zoom, and other cloud-based communication platforms

References

Available upon request.

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