Shantell Poolaw

Product Support Specialist III

UKG

Feb 2023 - Current (3 years 5 months)

• Respond to customer inquiries via phone, email, and remote sessions, providing accurate and helpful information about Payroll, Core HR, and Time systems. • Analyze and resolve complex customer tickets, ensuring timely and professional resolution while adhering to service levels. • Troubleshoot and resolve customer issues, escalating complex problems to cross-functional teams using JIRA to ensure coordinated solutions. • Document customer interactions, issues, and resolutions comprehensively within Salesforce CRM. • Maintain a thorough understanding of products and services to deliver high-touch service and enhance client satisfaction.

Senior Operations Analyst

Salucro Healthcare Solutions

Oct 2022 - Dec 2022 (3 months)

• Managed Hypercare activities, monitoring customer service and data integrity to ensure seamless solution adoption and service quality. • Provided data-driven insights to enhance client utilization and satisfaction, contributing to overall service improvement. • Served as an elevated support level, assisting internal teams and clients with complex research, analysis, and resolution of critical issues. Additionally, utilized ticketing software to manage elevated customer cases effectively, ensuring timely assistance and support for the team.

O

Operations Analyst

Sep 2021 - Sep 2022 (1 year 1 month)

• Documented and updated internal processes, procedures, and training materials for continual service improvements. • Identified and recommended improvements to processes and applications, driving operational efficiencies. • Resolved escalated issues from Level 1 and Level 2 support staff, determining appropriate escalation paths.

L

Level 2 Technical Customer Support Specialist

Mar 2021 - Aug 2021 (6 months)

• Managed client configurations and user maintenance for key customers, ensuring accurate service delivery. • Handled time-sensitive and business-critical technical support escalations for vital partners and customers. • Conducted in-depth transaction failure and complex problem research across multiple systems to accurately convey issues for resolution.

T

Technical Customer Support Specialist

Nov 2019 - Mar 2021 (1 year 5 months)

• Processed and researched outstanding refunds, deposits, and chargebacks, and conducted client transaction research. • Provided front-line troubleshooting and reported defects to the development team, verifying solutions. • Guided clients and patients through product utilization and general questions via chat, phone, and email.

Merchant Support Specialist

Nuvei

Jul 2019 - Nov 2019 (5 months)

• Assisted merchants with troubleshooting and activating terminals over the phone. • Generated detailed notes for every call and submited tickets to update documentation.

Help Desk Technician

Paradise Valley Community College

Oct 2018 - Jul 2019 (10 months)

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