VICTORIA LANE
Customer Support Specialist
Austin, TX · v.lane@email.com · (555) 346-7890
Summary
SaaS customer support specialist with 5 years resolving technical and billing issues for B2B platforms. Maintains a 98% SLA compliance rate while authoring 40+ knowledge-base articles that cut repeat tickets 22%.
Experience
Customer Support Specialist · HubSpot
2020 - Present
- Resolved 35+ tickets daily across chat and email with a 98% SLA compliance rate
- Authored 40+ knowledge-base articles, reducing repeat-ticket volume by 22%
- Partnered with engineering to triage and escalate bugs, cutting average time-to-fix 30%
- Onboarded 120+ new accounts through guided Intercom walkthroughs, lifting 90-day retention 14%
- Mentored 6 new hires through a 4-week ramp plan, shortening time-to-first-solo-queue by 10 days
Technical Support Associate · Dropbox
2018 - 2020
- Supported 200+ daily tickets on file-sync and account issues via Zendesk
- Improved customer satisfaction score from 4.1 to 4.6 over 12 months
- Built 15 Zendesk macros and triggers that trimmed average handle time from 9 to 6 minutes
- Diagnosed API and sync errors with Jira and log traces, escalating 300+ verified defects
Customer Service Representative · Rackspace
2016 - 2018
- Handled 60+ inbound calls per day on billing, password resets and account access
- Logged every interaction in Salesforce Service Cloud with 99% data-accuracy on audits
- Ranked top 3 of 25 representatives for first-call resolution across six quarters
Education
B.S. Information Technology — Texas State University · 2018
Skills
Zendesk, Intercom, Jira, SaaS Support, Ticket Escalation, SLA Management, Knowledge Base Authoring, Troubleshooting, Live Chat, Customer Onboarding
Certifications
Zendesk Support Administrator Expert, Zendesk
HDI Support Center Analyst (HDI-SCA), HDI
ITIL 4 Foundation, PeopleCert
Key Achievements
Support Specialist of the Year 2022, HubSpot Austin service organization
Highest CSAT on a 40-person team for eight consecutive quarters (4.8 of 5)
