Anna Cairns

Analyzed client hiring performance metrics and HubSpot usage patterns to recommend process updates that improve applicant quality and conversion rates. Drove SaaS support optimization while maintaining QA/CSAT above 90% through cross-functional troubleshooting and documentation of operational procedures.

Used SQL to audit backend data, troubleshoot systemic account issues, and identify workflow improvements through CSAT and ticket resolution metrics. Resolved 150+ tickets monthly with a 4.8-star client rating and partnered with development and QA teams to escalate and address recurring software issues.

Coordinated high-volume virtual legal operations to ensure seamless scheduling and delivery of technical services. Analyzed support data to identify recurring technical issues and contributed to internal knowledge bases while streamlining communication to improve order efficiency.

Assisted in developing training programs and onboarding resources, improving new-hire performance metrics for remote technical assistance. Gathered and interpreted operational data to refine best practices and optimize virtual session workflows for law firms nationwide.

Managed technical operations for multiple clients by analyzing ticket data to streamline issue resolution workflows. Used ServiceNow to log and analyze ticket trends, escalating high-priority incidents efficiently, and partnered with management to improve documentation and knowledge-sharing processes.

Supported data-driven service delivery by documenting and analyzing call data in proprietary systems. Contributed to operational improvements through collaborative problem-solving and client feedback tracking.

Earned a B.S. in Information Technology and Information Security and Assurance from Purdue University Global.

Earned an Associate of Science in General Studies from Ivy Tech Community College.