Support & Troubleshooting Specialist with SaaS Focus

Bridget Kelley

+1-205-***-**** • ***************@*****.*** • Gordo, AL

Summary

Results-oriented Support Specialist with 6+ years of experience in Customer Support, Software Troubleshooting, and Business Operations. Demonstrated expertise in managing Case Management Software and ensuring adherence to Service Level Agreements (SLAs) within SaaS environments. Committed to facilitating client success through precise Technical Documentation and high-quality service delivery.

Work Experience

Media Search Anylist December 2025 – January 2026

TELUS INTERNATIONAL, REMOTE

Monitored and evaluated search engine algorithm accuracy to improve digital product performance and user experience.

Performed software troubleshooting for application store interfaces, identifying and documenting technical discrepancies.

Analyzed data patterns to provide actionable insights for technical documentation and software training materials.

Maintained strict adherence to Service Level Agreements for data accuracy and turnaround time.

Painter September 2024 – December 2025

PAINTER, GORDO, AL

Managed project logistics and residential painting services for specialty retail clients to ensure high-quality delivery.

Ensured high-quality service delivery through detailed caulking, puttying, and surface preparation to meet project SLAs.

Optimized inventory management and supply procurement for business operations, reducing waste by 15%.

Documented project completion details and client specifications to maintain accurate business records.

Proprietary Codes Specialist November 2006 – December 2008

PLANIT SOLUTIONS, COTTONDALE, AL

Resolved technical support inquiries for proprietary software systems, guiding users through complex code generation and installation.

Managed financial accounts by verifying payment status and accounting fundamentals before authorizing software access.

Triaged 40+ client requests daily via phone and email, ensuring rapid case resolution consistent with company standards.

Documented troubleshooting steps and customer interactions within the internal case management software system.

Portrait Photographer November 2005 – January 2006

OLAN MILLS PORTRAIT STUDIO, TUSCALOOSA, AL

Delivered premium Customer Support and portrait services, maintaining a 95% client satisfaction rating.

Optimized sales performance through personalized client consultations and targeted marketing techniques.

Handled high-volume scheduling and synchronized client appointments via integrated telephone and scheduling systems.

Managed inventory logistics and ordering processes to ensure operational continuity and service level consistency.

Cook, Cashier, Food Prep (Cafeteria Worker) May 2001 – December 2003

TACO CASA, TUSCALOOSA, AL

Prepared food items according to strict quality standards and safety protocols to ensure customer success.

Resolved customer inquiries in a high-volume environment while maintaining established service level standards.

Processed over 100 financial transactions per shift using digital cash register systems with 100% accuracy.

Coordinated daily business operations including inventory rotation and general facility management.

Education

High school diploma or GED May 2001

Gordo High School, Gordo, AL

Additional Skills

Support & Operations: Customer Support, Case Management Software, Service Level Agreement, Business Operations, Software Training, Technical Documentation, Triage, Client Success, Inventory Control

Technical Skills: Software Troubleshooting, SaaS, Cloud-based solutions, Accounting Fundamentals, Technical Support, Windows, Data-Driven Decision Making

Software & Tools: Service Management, Microsoft Office, Microsoft Excel, Microsoft Word, Microsoft Outlook, Microsoft PowerPoint, Live chat, Digital Cash Register Systems

Industry Knowledge: Specialty Retail, Manufacturing, Retail sales, Food Service, Marketing, Residential Construction

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