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Nikki User

@nikkiuser6

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Technical support specialist at EliseAI who improved AI performance and cut case resolution time by 30%.

United States

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What I'm looking for

I'm seeking to apply my expertise in a premium support capacity to elevate client experiences and propel organizational advancement.

At EliseAI, I collaborated with Product, Customer Success, CX, and Sales to resolve complex customer issues. I also helped implement process improvements that reduced average case resolution time by 30%.

At Pontera, I delivered premium support to enterprise clients through onboarding, training, and complex issue resolution. I helped streamline technical escalations and supported initiatives that resulted in an enterprise client managing over $700 million in assets.

Experience

Work history, roles, and key accomplishments

Senior Technical Support Specialist

EliseAI

Jul 2024 - Aug 2025 (1 year 1 month)

Collaborated cross-functionally to resolve complex customer issues and implemented process improvements that increased team efficiency and reduced resolution time. Analyzed AI performance data to refine models and improve customer satisfaction.

Zendesk Salesforce Jira Slack Monday.Com Guru Microsoft Office Google Workspace Adobe Creative Suite AI Data Analysis Customer Support

SaaS Premium Customer Support

Pontera

Nov 2021 - Jul 2024 (2 years 8 months)

Delivered premium support to enterprise clients, driving product utilization and engagement. Achieved high customer satisfaction and streamlined technical issue escalation across departments.

Zendesk Gmail Zoom CRM Customer Support Onboarding Training Issue Resolution

Marketing Intern

Mack Media Group

Aug 2019 - Jan 2020 (5 months)

Developed and managed social media content for various sectors and executed digital advertising campaigns. Optimized content with SEO best practices and keyword research.

Social Media Google Ads Facebook Mailchimp SEO Keyword Research Content Management