MARY BARKER
Lansing
Summary
Detail oriented and empathetic Technical Support Specialist with 10+ years of experience providing excellent customer service and support. Proven track record of resolving customer issues, achieving customer satisfaction scores above 95%, managing multiple tasks and projects effectively, and collaborating with multiple departments to ensure operational efficiency. Possesses excellent communication, problem-solving, organizational, collaboration, and administrative skills, as well as an aptitude for learning new technologies.
Overview
7
7
years of professional experience
Work History
Technical Support Specialist
Relativity
01.2024 - Current
- Provided technical support to customers via phone, email, & Teams to analyze, troubleshoot & resolve application & software issues
- Leveraged SQL applications & tools to run SQL queries
- Documented feature requests using Productboard
- Partnered with Engineering, Incident management, & Product teams as needed to troubleshoot and resolve customer incidents & improve product performance
- Developed and maintained comprehensive documentation for Relativity application processes and procedures
Senior Customer Support Specialist
Cars.com
03.2022 - 01.2024
- Spearheaded the management of all inbound inquires and issues for Group and Major Accounts stakeholders, streamlining communications, consolidating case entry points, ensuring prompt resolution of tickets, driving revenue impact of more than $2,000,000
- Triaged and routed all tickets to Engineering, Product, and Platform teams utilizing JIRA to resolve issues, monitor for bugs, and improve product performance
- Documented customer issues, complaints, and product inquiries in Salesforce, analyzing data for trends to proactively resolve issues and improve product performance
- Created and maintained internal Customer Support knowledge base, improving accessibility and efficiency in resolving customer queries
- Achieved promotion within 12 months for outstanding performance and achievements
- Educated customers on Cars.com inventory and advertising products, building relationships and partnering with Sales to improve client retention by 20%
- Mentored 20 Tier 1 Support team members, approving escalations, coaching team members on product knowledge and processes, and aided management in identifying areas for improvement
- Developed training materials and facilitated onboarding sessions for more than a dozen new hires, equipping them with in-depth knowledge of Cars.com products, procedures, and processes
- Collaborated with Sales and Customer Success to provide specialized support and troubleshooting for Facebook advertising to over 50 dealer customers, resulting in successful client onboarding and generating $15,000+ in revenue from Cars Social Product
- Proactively identified and improved internal processes for products such as Cars Social onboarding, troubleshooting and escalation paths for Customer Support issues, and more
Customer Support Specialist
Cars.com
03.2021 - 03.2022
- Provided frontline technical support via phone, chat, and email for 20,000 franchise and independent dealer customers
- Documented all customer inquiries and activity in Salesforce
- Resolved 35+ inbound customer cases per day; Regularly led team in cases handled per day
- Achieved a consistent CSAT score of 95% and above; Earned multiple team awards including Employee of the Month in August of 2021 and December of 2021 for consistently exceeding team and individual metrics, whilst undertaking additional projects and responsibilities
- Partnered with Sales, Customer Success, and Fulfillment teams to successfully onboard 400+ dealer customers
- Facilitated training as a peer coach for new hires, overseeing training in all areas, cultivating proficiency in all Cars.com products & processes
Team Coordinator
Brouwer Brothers Steamatic
09.2020 - 02.2021
- Accomplished the scheduling and management of 50+ incoming client jobs to ensure compliance with project deadlines and SLA’s and secure stakeholder satisfaction
- Counseled customers through the process of loss, explaining the insurance claim process and restoration of their home or property
- Compiled client information & documented in database ensuring accuracy of information for the scheduling of all client jobs
- Collaborated with the internal billing team to maintain and review documentation and notation in job files & assist in collection of deductibles and payments
- Communicated with insurance companies, agents, & stakeholders regarding their projects and teams
- Compiled and distributed ongoing reporting for Project Managers, Team Coordinators, and Internal Stakeholders for review
Production Associate
The Arc Of Spokane
11.2017 - 06.2020
- Resolved 100+ customers inquiries daily, providing an excellent customer experience and increasing revenue by 10%
- Supervised the training of 10+ new employees
- Collaborated with management in developing an employee handbook which outlined cashier training, store policies, and more
- Strengthened efficient store operations through product merchandising, assisting in cash handling, checking customers out promptly, processing & pricing incoming store merchandise, & maintaining an organized facility
- Processed 700+ pieces of merchandise, exceeding daily metrics by 20%
- Inspected final products to assess compliance with quality standards and established tolerances
- Volunteered for additional shifts during peak work periods to keep projects on schedule
Education
Bachelor of Science -
Moody Bible Institute
Spokane, WA05.2017
Skills
- Client Retention
- Cross Team Collaboration
- Solutions Oriented
- Excellent Written & Oral Communication
- Adaptable
- Time & Project Management
- Google Suite
- SQL
- Slack
- Jira
- Confluence
- Salesforce
Timeline
Technical Support Specialist
Relativity
01.2024 - Current
Senior Customer Support Specialist
Cars.com
03.2022 - 01.2024
Customer Support Specialist
Cars.com
03.2021 - 03.2022
Team Coordinator
Brouwer Brothers Steamatic
09.2020 - 02.2021
Production Associate
The Arc Of Spokane
11.2017 - 06.2020
Bachelor of Science -
Moody Bible Institute
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