Customer Support Specialist with SaaS Expertise

Akila P Wienecke

Customer Support Specialist

512-***-**** *********@*****.*** www.linkedin.com/in/akila-p-w-7a299b186 Austin, TX A resourceful, results-driven Customer Support Specialist with 10 years of demonstrated experience in the SaaS industry. Driven by customer success, relationship-driven, with cross-functional collaboration and creative problem-solving. Driven to enhance customer experience and positively contribute to the organization's overall strategic plan. Effective communicator and result-oriented leader. AREAS OF EXPERTISE

Project Management Time Management Verbal & Written Communication Retention Cross-Functional Collaboration System Implementation SaaS Interpersonal Skills Organizational Leadership Conflict Resolution Schedule Coordination Data Management Process Improvement Data Analysis Reporting Problem Solving Training Facilitation TECHNICAL SKILLS

Slack Microsoft Office Google HubSpot iOS PROFESSIONAL EXPERIENCE

Customer Support Specialist 09/ 2022 - 10/2025

CE21 Austin, TX

Managed 30% inbound technical support requests, serving as the first point of contact for requests generated by clients

Collaborates with leadership and processes that contribute to task efficiency, transparency, and growth

Tested new software updates

Responded to 60% of customer inquiries and provided technical assistance over the phone

Offered assistance in implementing and developing training programs

Diagnosed and troubleshot software and network issues Account Manager 05/2022 -10/2022

Herban Austin, TX

Increased company exposure & product placement by 20%

CRM

Tested new software updates

Developed and maintained strong working relationships with clients in the assigned territory

Consulted with businesses to supply accurate product & service information

Met with clients to discuss and ascertain needs, tailor solutions & close deals Chief Executive Officer 08/ 2021 - 04/2022

Careful Demo & Handy Austin, TX

Increased residential renovations & completions by 20%

Managed partnerships and strategic business relationships by negotiating contract terms and handling conflicts

Cultivated forward-thinking and performance-oriented business relationships

Managed 6 employees

Met with clients to discuss and ascertain needs, tailor solutions & close deals

Human resource management & bookkeeping

Shipping and Receiving Manager 10/ 2020 - 07/2021 Grassroots Harvest Austin, TX

Boosted inventory and recordkeeping accuracy by 10% through thorough inspections and documentation

Pulled, verified, and packaged items for shipment

Conducted counts and audits of inventories to identify and resolve discrepancies in records

Maintained positive relationships with representatives of UPS, FedEx, and USPS

Conducted research to address shipping errors and packaging mistakes Medical Aassistaant 07/ 2018 - 10/2019

Texas Heart & Vascular Austin, TX

Decreased call abandonment by 30%

Obtained client medical history, medication information, symptoms, and allergies

Answering phones to answer questions and direct calls to staff

Explaining procedures to reduce anxiety and ensure patient cooperation

Collected pertinent data via EMR to aid physicians and staff Provider Scheduling Coordinator 05/ 2013 - 08/2017 Premier Family Physicians Austin, TX

Managed over 28 provider schedules across 4 locations

Decreased provider abandonment visits by 80%

Communicated scheduling changes to staff and patients, implemented proof- of- reciept to reduce errors

Proactively identified scheduling issues and developed quick solutions to promote efficiency and profitability EDUCATION

High School Diploma

Austin Community College - Austin, TX

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