strengths
experience
Provided high-level product support in a fast-paced technical environment, consistently resolving complex customer issues involving APIs, integrations, and carrier services while maintaining strong customer satisfaction.
Designed and implemented a structured Jira triage process that reduced duplicate engineering tickets and ensured issues were properly validated before escalation. This improved communication between support and engineering while helping prioritize legitimate product issues more efficiently.
Acted as a bridge between customers and internal teams by identifying recurring pain points and translating them into actionable feedback for product and engineering. Helped ensure customer insights were clearly represented in internal discussions and product improvements.
Worked closely with product managers, engineers, and operations teams to investigate platform issues, clarify requirements, and drive solutions. Recognized for clear communication and the ability to translate technical concepts for both technical and non-technical stakeholders.