Brianna Flores
@briannaflores
I troubleshoot complex SaaS, VoIP, and integration issues while building internal AI automation.
United StatesWhat I'm looking for
At Invoca, I diagnose cross-network issues across campaigns, call routing, carriers, third-party integrations, and customer-side networks. I was promoted from Technical Support Analyst I to Technical Support Analyst II within nine months.
I serve as an escalation point for complex cases, using VoIP Monitor, Kibana, detailed reproduction steps, and evidence to partner with Product and Engineering. I also participate in on-call incident response and help drive issues toward resolution.
I build internal AI tools, Slack integrations, API workflows, and automations that improve support-team efficiency and reduce unnecessary escalations. My projects include a priority case notifier, case-response monitor, troubleshooting assistant, document QA checker, and a modernized bulk-processing tool.
Previously at Entrata, I resolved critical technical issues and reduced recurring incidents by 25% while improving resolution time by 15%. I bring a customer-focused support foundation, clear technical communication, and hands-on SQL, Postman, browser developer tools, and light scripting experience.
Experience
Work history, roles, and key accomplishments
Diagnose cross-network issues spanning campaigns, call routing, and third-party integrations, isolating problems across A-leg, B-leg, carrier, Invoca, and customer-side networks. Design and build internal AI tools, automations, and API integrations that improve team efficiency and reduce escalations.
Balanced 30-40% of the team's incoming case volume, maintaining a 2-4 day average close rate and a consistent 1-hour first response time. Resolved daily Tier 1 support cases by navigating the Invoca UI to diagnose customer configurations and call-flow issues.
Responded to 30+ support requests weekly, guiding users through basic troubleshooting and first-level product inquiries. Performed root cause analysis on 30+ critical issues, reducing recurring incidents by 25% while delivering remote assistance.
Managed 70+ customer calls in high-stress situations, ensuring efficient conflict resolution and professional support. Resolved customer complaints with empathy, boosting loyalty and repeat business by 10%.
Fostered a welcoming environment by greeting customers and addressing needs promptly. Mentored 5 new associates, achieving a 95% QA success rate and streamlining service workflows.
Education
Degrees, certifications, and relevant coursework
Arizona State University
Bachelor of Science, Information Technology
Grade: 3.73 GPA
Bachelor's of Science in Information Technology from Arizona State University, with a GPA of 3.73.
Estrella Mountain Community College
Associate of Science, Computer Science
Associate of Science in Computer Science from Estrella Mountain Community College.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Salary expectations
Job categories
Skills
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