Chelsea Ellis

ASSOCIATE CUSTOMER SUCCESS ENGINEER

Conga

Mar 2024 - Current (2 years 4 months)

• Built and managed relationships with 30+ enterprise customer stakeholders, contributing to a 90% renewal rate. • Conducted 10+ product demos monthly, boosting feature adoption by 25% across key accounts. • Collaborated with Engineering and Go-To-Market teams to translate customer insights into product improvements. • Reduced escalations by 40% through proactive outreach and issue resolution. • Served as the voice of the customer to internal teams, advocating for feature enhancements and reporting trends. • Initiated pre-renewal engagement campaigns, increasing customer retention and satisfaction.

SUPPORT ENGINEER

First Due

Nov 2022 - Dec 2023 (1 year 2 months)

• Resolved 50–60 technical support tickets weekly, maintaining a 96% CSAT rating. • Documented technical solutions in 30+ internal and customer-facing knowledge base articles. • Mentored and trained 3 new support team members: reducing onboarding time by 30%. • Managed high-priority escalations, improving issue resolution time by 25%. • Identified and recommended process improvements that reduced ticket handling time by 20%.

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SYSTEMS ANALYST

Oracle Cerner

Nov 2022 - Nov 2023 (1 year 1 month)

• Executed 100+ system change test scripts, documenting outcomes that improved clinical workflows across 5+ client environments. • Reduced system defects by 20% through structured QA and mitigation strategy reviews. • Executed 100+ system test scripts, uncovering and resolving critical defects pre-launch. • Processed and tracked 80+ change requests monthly via Remedy and Supportal, ensuring 100% documentation accuracy. • Led system maintenance and performance tuning initiatives across multiple client environments. • Supported cross-functional resolution and root cause analysis, reducing client-reported issues by 15%. • Utilized CRM tools to enhance customer interactions and support, ensuring that clients received timely t

TECHNICAL SUPPORT ENGINEER

DocuSign

Nov 2021 - Oct 2022 (1 year)

• Resolved 60+ support cases weekly across APIs, integrations, and multi-product workflows. • Maintained a 1-hour average SLA for first response, contributing to a 95% CSAT score. • Collaborated with Engineering to escalate and resolve 10+ high-impact bugs and issues. • Authored technical documentation that reduced escalated tickets by 25%. • Promoted relevant products and features during support calls, helping increase upsell opportunities by 15%. • Completed independent research to deepen understanding of OAuth 2.0 and secure API practices used in DocuSign integrations.

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IT ASSOCIATE

HOUSTON POLICE DEPARTMENT

Jul 2020 - Mar 2021 (9 months)

• Handled Tier I technical support for 100+ users, including hardware, networking, and application troubleshooting. • Set up and managed O365 accounts, remote access, and Active Directory profiles. • Provided timely support for Windows 7/Server 2008, networking infrastructure, and system requests.

SUPPORT ENGINEER – DYNAMICS 365 (AX)

Microsoft

Feb 2018 - May 2020 (2 years 4 months)

• Delivered in-depth technical support for finance and operations modules, resolving 50+ cases weekly. • Created and maintained knowledge base content to address recurring bugs. • Led root cause analysis and problem resolution for identity management systems. • Collaborated across Microsoft teams on high-priority cases, decreasing resolution time by 30%.

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