Open to opportunities

Tiffany Poole

@tiffanypoole

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Support Specialist with 6+ years in SaaS and telecommunications.

United States

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What I'm looking for

I am looking for a role that fosters collaboration and offers opportunities for professional growth.

I am a dedicated Support Specialist with over six years of experience in the SaaS, B2B, and telecommunications industries. My expertise lies in diagnosing, troubleshooting, and resolving technical and account issues efficiently. I take pride in enhancing client relationships, having achieved a remarkable 98% customer satisfaction score by delivering high-quality technical support and personalized solutions.

Throughout my career, I have driven process improvements by streamlining ticket management systems, such as Zendesk, which has significantly reduced resolution times and ensured compliance with service level agreements (SLAs). I thrive in collaborative environments, partnering with engineering, product, and customer success teams to effectively address and resolve client issues. My current role at Omnissa has allowed me to further hone my skills in providing product and account support to federal customers while identifying upsell opportunities and managing renewals.

Experience

Work history, roles, and key accomplishments

Current

Federal Support Specialist

Current

Omnissa

Sep 2022 - Present (2 years 10 months)

Provide product, licensing, and account support to Federal customers for SaaS and on-premise products. Collaborate with cross-functional departments to deliver resolutions within SLA timelines and assist with Client Onboarding issues.

SaaS Technical Support Customer Service SLA Problem Solving Documentation Communication

Technical Support Specialist

Redtail Technology

Apr 2021 - Sep 2022 (1 year 5 months)

Delivered high-quality technical support for cloud-based CRM software, achieving a 98% customer satisfaction score. Assisted clients with onboarding, troubleshooting, and account maintenance while collaborating with engineers for quick resolution.

SaaS Technical Support Customer Service Problem Solving Communication Onboarding Ticketing Systems Troubleshooting

Patient Access Representative

Kaiser Permanente

Sep 2018 - Jan 2021 (2 years 4 months)

Served as the first point of contact for patients, providing high standards of customer service. Facilitated scheduling, registration, and benefit verification while ensuring accurate patient data is obtained.

Customer Service Communication Problem Solving Data Analysis Multitasking Documentation Interpersonal Skills Compliance

Patient Service Technician

LabCorp

Jan 2016 - Sep 2018 (2 years 8 months)

Oversaw patient registration and provided phlebotomy services while resolving customer service concerns. Ensured accurate patient data entry and proper specimen preparation for transport.

Customer Service Compliance Problem Solving Communication Documentation Multitasking

Phlebotomist

Wellstar Hospital

Aug 2012 - Dec 2015 (3 years 4 months)

Provided exceptional patient care while ensuring compliance with OSHA guidelines. Correctly identified and utilized proper tubes and containers for specimen collection.

Patient Care Compliance Communication Problem Solving Documentation Customer Service Teamwork

Education

Degrees, certifications, and relevant coursework

University of Phoenix

Associate of Arts, Information Technology

Completed an Associate of Arts in Information Technology, focusing on foundational IT skills and knowledge applicable in various technical support roles.