Open to opportunities

Dee Maxwell

@deemaxwell

Message

I resolve complex technical escalations and improve customer support operations.

Zimbabwe

Message

What I'm looking for

I'm looking to lead technical support operations, resolve high-impact escalations, mentor support teams, and partner with product and engineering teams to improve customer experiences and operational performance.

At American Family Insurance, I managed 40–60 complex support cases daily as the primary escalation specialist, partnering with Product Managers, Software Engineers, and Developers to investigate production issues, validate API behavior in Postman, and improve application performance.

I've led an 8-person L2 team, created onboarding documentation, coordinated staffing, and supported a 200-person customer support organization. My work spans Salesforce, ServiceNow, Jira, Datadog, Apex, and customer data deletion processes, including contributing operational expertise to a self-service Delete Account feature.

Experience

Work history, roles, and key accomplishments

Business Analyst II / Senior L2 Technical Support Specialist

American Family Insurance

Jun 2023 - Apr 2026 (2 years 10 months)

Managed 40-60 complex support cases daily, served as primary escalation specialist, and partnered with product and engineering teams to resolve high-priority issues. Led an 8-person L2 team, created Jira defect reports, and used Postman for API validation and root cause analysis.