Imani Brown

Imani Brown

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IT Product Support Specialist
Georgia, United States

Timeline

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Résumé

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  • Mailchimp
    Product Support Representative
    Mailchimp
    Feb 2022 - Sep 2024 (2 years 8 months)
  • Personify
    Product Expert
    Personify
    May 2021 - Jan 2022 (9 months)
    Full time role providing technical support to users of a SaaS database product designed to carry out the daily functions of a membership-based organization. Responsibilities include: • Troubleshooting various technical issues via phone, chat, and ticket queues. • Providing the customer with best-use practices to apply to their specific membership setup • Using HTML, CSS, and other various tools to build websites and emails for clients • Escalate customer concerns to the appropriate channels in a timely manner • Communicate with empathy and understanding to help clients reach their goals
  • T
    Information Technology Help Desk Coordinator
    Titan Technologies
    Jul 2020 - May 2021 (11 months)
    As an essential part of a technical help team formed by the Department of Education for students, parents, and administration of Florida Virtual School, a renowned virtual school, I was responsible for:
    - Responding to incoming calls, chats, emails, and the self-service ticketing queues on behalf of clients to provide accurate and appropriate information.
    - Troubleshooting and resolving technical issues related to software, hardware, internet connection, and user-specific applications.
    - Meeting and exceeding internal performance targets and customer service targets as identified in client agreements.
    - Additionally, I utilized CRM tools, specifically the proprietary FVLS (Florida Virtual Learning Schools) CRM, to ef
  • K
    Shift Lead
    Kale Me Crazy
    Aug 2018 - Mar 2020 (1 year 8 months)
    Directing and supervising daily operations within a posh superfood café in a popular area of Atlanta. Responsibilities include: • Management of the flow of customers from the front of house to the end of their dining experience • Working as a team in a compact kitchen to achieve fast, friendly service • Accurate knowledge of healthy food options and superfood supplements • Accountability for store lockup, cash drawer, and store cleanliness