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Tiffany Williams
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Kingston, Jamaica
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Résumé
Jobs
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- EClient Success SpecialistEpic TechnologiesFeb 2023 - Feb 2025 (2 years 1 month)• Delivered email, live chat, and phone support to internal and external insurance clients, achieving 95% SLA compliance and ensuring timely resolution and customer satisfaction. • Boosted client engagement by 25% by delivering customized Underwriter software guidance, leveraging Freshdesk to streamline issue resolution and proactive support. • Facilitated communication between customers and developers by logging product feedback in Freshdesk and JIRA, ensuring critical issues were promptly addressed. • Improved ticket handling efficiency by 35% through Freshdesk automation and workflow optimization, leveraging canned response capabilities. • Maintained and updated the customer knowledgebase by integrating release notes and creating su
- OUser Support SpecialistOne on One TechnologiesFeb 2021 - Feb 2023 (2 years 1 month)• Educated clients and stakeholders on new LMS capabilities, resulting in a 70% boost in satisfaction and streamlined platform usage. • Configured Zoho CRM automation to onboard users efficiently, driving higher utilization of key platform tools among educators and partners. • Delivered dynamic onboarding sessions to educators, reducing initial learning curves by 30% through live demos and personalized troubleshooting. • Translated 200+ user pain points from live trainings into JIRA tickets, driving a 50% reduction in recurring technical issues within 3 months.
- TTechnical Support SpecialistNov 2020 - Feb 2021 (4 months)• Maintained 90%+ CSAT while managing 50+ weekly email/chat tickets through optimized automated workflows, reducing resolution time by 30% • Enhanced system accuracy by 40% through targeted platform configuration updates, aligning with evolving stakeholder needs and technical specifications to reduce data errors and improve reporting efficiency. • Flagged recurring issues through CRM-generated reports, contributing to a 15% reduction in repeat tickets. • Collaborated with cross-functional teams to analyse support trends and overhaul knowledge base articles, improving customer self-resolution rates by 30% . • Optimized international client support by implementing structured asynchronous communication protocols through Teams and Zoom, re
Education
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- SSalesforce Administration CertificationJul 2025 - Current (1 year)
- SSalesforce AIJul 2025 - Current (1 year)
- UBScUniversity of Commonwealth CaribbeanJan 2020 - Current (6 years 6 months)