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Hillary User

@hillaryuser5

Enterprise Account Support Specialist at Expedia Group, troubleshooting partner API issues and contributing edge-case guidance to its Agent Knowledge Portal.

Ireland

Message

At Expedia Group, I support Enterprise and Integrated Partners across email and phone, troubleshooting Tier 1 integrations and core API issues. I escalate systemic issues to Product and Engineering and provide guidance tailored to partners’ needs.

I also act as the primary contact for Tier 2 technical escalations, keeping partners informed through resolution. I contribute edge-case guidelines to the Agent Knowledge Portal and track recurring issues for further investigation.

Previously, at HeliosX, Dermatica, I supported customers across email, live chat, phone, and social platforms, including customers experiencing side effects. At Accenture, I resolved technical and app-related issues and reported recurring patterns and bugs; I also supported new team members through training programmes.

Experience

Work history, roles, and key accomplishments

Current

Enterprise Account Support Specialist

Current

Expedia Group

Mar 2025 - Present (1 year 6 months)

Manage Enterprise and Integrated Partner support across email and phone, resolving an average of 4 cases per hour while meeting SLA and KPI targets. Analyze Tier 1 integration issues and troubleshoot core API to identify root causes, escalating systemic issues to internal teams.

Zendesk Salesforce Sprout Social Excel Jira Confluence Postman Insomnia Querybook Slack Asana API Troubleshooting Customer Support Escalation Management

Customer Care Advisor

HeliosX, Dermatica

May 2023 - Nov 2024 (1 year 6 months)

Delivered multi-channel customer support via email, live chat, and phone, handling 5.6 contacts per hour while meeting quality and availability KPIs. Provided empathetic support to customers experiencing side effects and escalated cases to the clinical team as necessary.

Zendesk Salesforce Sprout Social Excel Jira Confluence Postman Insomnia Querybook Slack Asana Customer Support Multichannel Support Social Media Support

Social Media Customer Support Agent

Accenture

Aug 2021 - Mar 2023 (1 year 7 months)

Maintained targets of 6.7 productive hours per day while resolving technical and app-related user issues by analyzing usage patterns and error trends. Worked with Subject Matter Experts to identify recurring patterns and bugs, reporting insights for service improvement.