Wynetta Smith

713-885-8884 | [email protected] | Baytown, TX | LinkedIn

Core Competencies
Technical Skills
●​ Technical Support and Incident Management
●​ CRM Tools: Salesforce, HubSpot, Zendesk
●​ Issue Resolution and Troubleshooting
●​ Project Management: Atlassian (JIRA, Confluence)
●​ Process Improvement and Efficiency Enhancement
●​ Technical Skills: SQL, System Administration,
●​ Documentation and Compliance Management
Quality Assurance and Testing
●​ Technical Documentation and Knowledge Base
●​ Productivity Suites: Microsoft Office Suite, Google
Development
Suite
●​ Vendor and Stakeholder Management
●​ Email Platforms: Mandrill
●​ Data Management and Analysis

EXPERIENCE

Project Support Professional | 06/2024 - Present​

●​ Provided end-to-end support for installation projects by managing customer, provider, and vendor interactions to ensure
seamless execution.
●​ Utilized Salesforce CRM to document and track support requests, enabling efficient management of project-related inquiries
and tasks.
●​ Conducted system audits and addressed discrepancies in compliance documentation, achieving a 20% improvement in data
accuracy.
●​ Streamlined internal operations by utilizing Google Suite tools for project collaboration, document management, and process
automation, resulting in a 15% improvement in team productivity.
●​ Standardized response templates within Salesforce, enhancing ticket resolution time and ensuring consistent communication
quality.

Customer Success Specialist | 08/2023 - 04/2024​

●​ Optimized the first-contact resolution process by implementing a new troubleshooting workflow in Zendesk, increasing
resolution speed for technical issues by 20% and reducing the need for escalations by 25%.
●​ Introduced a root cause analysis framework to identify recurring customer issues, driving the development of proactive
solutions that reduced follow-up inquiries by 30%.
●​ Demonstrated strong product orientation by staying up to date with industry trends and continuously learning about new
features and tools.
●​ Consistently enhanced product knowledge and service quality by actively participating in ongoing training and collaborative
team meetings.

Customer Success Engineer | 02/2022 - 01/2023​

●​ Delivered front-line technical support to clients, diagnosing CRM-related issues using Salesforce and providing actionable
resolutions.
●​ Optimized team workflows by leveraging Google Suite tools like Sheets and Drive to create automated tracking systems and
centralized documentation, improving data accessibility and reducing errors by 20%.
●​ Collaborated with cross-functional teams to enhance system functionality, improving Salesforce CRM performance and
reducing downtime by 40%.
●​ Documented troubleshooting processes, resolutions, and client interactions in Salesforce CRM system for future reference
and quality assurance.
 ●​ Facilitated the implementation and support of SaaS solutions for mid-market clients, troubleshooting CRM integrations and
delivering tailored product configurations to meet unique business needs.

Customer Support Specialist | 11/2019 - 04/2021​

●​ Consistently exceeded metrics by resolving 85+ support tickets weekly, achieving a 97% customer satisfaction rating with an
average handle time under 10 minutes.
●​ Streamlined customer interaction tracking and follow-up by leveraging CRM systems for accurate documentation and
record-keeping.
●​ Leveraged CRM tools to enhance ticket prioritization and routing, reducing average resolution time from 12 minutes to 8
minutes and achieving a 99% ticket closure rate within SLA.

Office Manager | 01/2018 - 01/2019​

●​ Leveraged technology tools to optimize vendor invoice processing, ensuring accuracy and compliance with company policies
through automated workflows and data validation techniques.
●​ Implemented process improvements in recruitment by utilizing applicant tracking systems (ATS) and automating job posting
and screening procedures, reducing time-to-hire by 30% and improving candidate matching efficiency.
●​ Managed office operations by introducing data-driven decision-making strategies, analyzing operational metrics to identify
areas for cost savings, and streamlining processes, resulting in a 15% reduction in office supply expenses.
●​ Utilized project management software to track and report on office operations, improving workflow efficiency and
cross-functional team collaboration.

Information Technology Support Administrator | 04/2014 - 04/2017​

●​ Diagnosed and resolved user problems by utilizing test scripts, technical expertise, and strategic questioning techniques.
●​ Ensured data integrity and minimized security breaches by administering and maintaining user accounts, permissions, and
access controls.
●​ Secured seamless operations by proactively identifying and addressing technical issues in collaboration with cross-functional
teams.
●​ Utilized Salesforce for monitoring and managing at-risk customer accounts, utilizing analytics to drive retention strategies
and enhance client engagement.
●​ Delivered comprehensive technical support across multiple systems and applications, effectively resolving a diverse range of
issues for customers and end-users.

EDUCATION

University of Houston - Downtown - Houston, TX

CAREER NOTE

●​ Several roles listed above were affected by company-wide layoffs, contract completion, or seasonal employment due to the
nature of the work and market conditions.