NPNina Powell
@ninapowell
I am a process-driven Customer Experience Specialist focused on CX analysis and process improvement.
United StatesWhat I'm looking for
I am a process-driven Customer Experience Specialist with over 10 years of technical support, operations, and workflow optimization experience in fast-paced SaaS and electronics environments. I consistently improve CSAT (4.7 average) and operational quality (100% Maestro score Q2/Q4 FY25) by converting insights into actionable process changes and developing macro templates that reduce backlogs and improve consistency.
I thrive on cross-functional collaboration and project ownership, having reduced delivery cycle times by 15% as a material planner and maintained high adherence and throughput in customer support. I am pursuing roles in Customer Experience Analysis, Operations, or Process Improvement where analytical rigor, empathy, and measurable operational gains align.
Experience
Work history, roles, and key accomplishments
AUCustomer Support Associate
Autodesk
Apr 2022 - Present (3 years 4 months)
Exceeded CSAT and quality goals (4.7 avg CSAT; 100% Maestro score Q2/Q4 FY25) by developing on-hold macro templates and escalating process flaws to leadership, reducing case backlogs and improving password reset flows. Maintained 90.77% adherence and resolved 1.5+ cases/hr while reducing chat timeouts during peak periods.
AEMaterial Planner & Customer Service Rep
Arrow Electronics
Dec 2014 - Jun 2021 (6 years 6 months)
Managed customer forecasts and order fulfillment using Access databases, coordinating sales and suppliers to reduce delivery cycle times by 15% and decrease overhead costs. Recognized as Customer Service Rep of the Quarter for outstanding accuracy and responsiveness.
Agent Services Representative
WellPoint
Feb 2014 - May 2014 (3 months)
Processed Medicaid claims and resolved suspended records through data validation and system checks, improving claims accuracy and cycle time. Collaborated with finance and billing teams to address discrepancies and improve reconciliation processes.
Education
Degrees, certifications, and relevant coursework
MDMetropolitan State University of Denver
Bachelor of Science, Information Technology
Activities and societies: National Society of Collegiate Scholars (2012 ā Present); Honors Society (Spring 2017 ā Present)
Bachelor of Science in Information Technology from Metropolitan State University of Denver, completed in August 2011.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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