Skills
Customer Support
1-2 Years
Quality Analyst
2-5 Years
Technical support
1-2 Years
Experience highlights
Quality Analyst
Smartsheet
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May/2023
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Present
As a Quality Analyst, I was responsible for reviewing calls, chats, and tickets to ensure they met company standards and best practices. I worked closely with AI auditing workflows, evaluating case scores and providing corrective feedback to improve accuracy and reliability. I also monitored quality trends and contributed to ongoing refinements, helping strengthen overall operations and deliver consistent results.
Subject Matter Expert
Smartsheet
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February/2023
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Present
As a Subject Matter Expert, I served as the primary escalation point for complex product, technical, and process‑related issues, providing expert resolution and system guidance to my team. I collaborated with cross‑functional groups—including Customer Success, Product, and Technical Support—to enhance workflows and improve the overall user experience.
Technical Support
Smartsheet
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November/2021
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Present
As a Technical Support Specialist, I diagnosed and resolved technical issues reported by users through phone and email, ensuring minimal disruption to their work. I guided clients through product features, workflows, and best practices to help them maximize platform use. When complex concerns arose, I escalated cases to higher‑level support or engineering teams for resolution. I also assisted users with configuring, customizing, and optimizing the platform to meet their specific business needs.
