Kathy Trujillo

As a seasoned technical support specialist with over 3 years of experience in SaaS, I excel at resolving complex technical challenges and driving product adoption. My expertise lies in assessing and addressing sophisticated client use cases, with a proven track record of consistently resolving 13 issues per week. I'm skilled in API troubleshooting, multi-channel marketing integrations, and collaborating with cross-functional teams to enhance product features.

In my current role at Iterable, I've partnered with 14 enterprise marketing customers to provide expert SaaS solutions, maintaining a 100% CSAT score. I've also collaborated with the product team to enhance journey testing, addressing at least 8 customer pain points. My experience in technical support has equipped me with the skills to troubleshoot a wide variety of customer inquiries, including API error troubleshooting, HTML/CSS/Handlebars how-tos, and software usage best practices.

With a strong background in customer service, stakeholder relations, and project planning, I'm confident in my ability to drive results and enhance product features. I'm a certified full-stack web developer with a passion for staying updated on the latest features and functionalities of products.