Principal Product Support Specialist

I own second-line technical escalations for enterprise and mid-market accounts, resolving complex platform, advertising delivery, and CRM synchronization issues. I investigate cross-system discrepancies between advertising analytics and CRM or reporting layers, tracing root causes to specific query-logic differences.

I developed a 63-point account health-check rubric covering account setup, segments, campaigns, intent reports, and workflows. I automated the framework as a Claude-based skill, reducing troubleshooting time from 6–12 hours to approximately 20–30 minutes, and helped pioneer n8n workflows for intent-topic intake, taxonomy matching, AI categorization, and reporting.

I handled complex escalated support tickets for enterprise accounts across Google Ads, DSP, and programmatic advertising environments. I built deep expertise in platform segmentation, ISP classification, and CRM synchronization architecture.

I contributed to onboarding materials and process documentation for the broader Support team. My work supported consistent handling of advanced technical cases and improved internal product knowledge.

I proposed and designed N.Rich's Product Support division, creating the initial structure, role scope, reporting lines, and tiered first-line, second-line, and third-line support model. I delivered the formal Product Support structure and KPI proposal directly to the CEO in February 2024.

I built the operating framework for ticketing, escalations, SLAs, and KPIs including FCRR, AHT/ART, CSAT, SLA compliance, and escalation rate. I also led the migration from Intercom to HubSpot, defined support ownership and escalation categories, and trained a first-line support teammate while retaining ownership of complex cases.

I pioneered N.Rich's first Customer Success function, learning the product alongside the CEO and establishing the initial customer success processes and framework. I built and maintained customer relationships through email and online meetings, facilitated client onboarding, and delivered progressive product training.

I advised clients on advertising strategy, campaign setup, performance reviews, and optimization. I co-created knowledge-base content, managed internal product and process training for Customer Success Managers and Sales, administered company-wide tool access, and maintained a G2 support quality score of 10.

I worked with multiple client organizations to learn their products and tools in preparation for telesales and marketing initiatives. I managed lead conversion activities, set appointments, and consulted with clients on product presentations and demonstrations.

I built and managed a lead-generation pipeline for the team. By conducting lead research before calls, I exceeded lead-to-appointment conversion performance by 23% over a six-month period.

I managed new business opportunities and converted inbound leads into clients to support company growth goals. I conducted product demonstrations, managed high-volume B2B prospecting, and distributed qualified opportunities to the team.

I designed and improved the sales reporting database to provide better visibility into revenue and management KPIs. I also resolved customer support issues across phone, email, chat, and video channels and forecasted sales targets using company sales metrics.

I was promoted to help pioneer RingCentral's first company-wide Vertical Healthcare sales team. I managed customer retention and account growth for SMB customer assignments with 2–49 employees.

I exceeded monthly sales quota by 200%, representing an annual revenue equivalent of $600,000. I also received extensive consultative-selling training focused on healthcare customers.

I managed retention and account growth for a portfolio of 250 business VoIP accounts in the 2–9 employee segment. I developed new revenue by upselling existing customers on new products and technologies.

I increased new and existing accounts by 50% over a six-month period. I evaluated customer business requirements and designed customized technology plans based on client needs.

I provided chat and voice technical support for HP and Telstra customers. I resolved technical issues while maintaining a customer-focused service experience across multiple communication channels.

I consistently supported customer satisfaction resolution and maintained an individual CSAT/NPS rating of 90%. My work strengthened my foundation in troubleshooting, communication, and service recovery.

I managed LAN/WAN and TCP/IP network administration for a two-location, eight-staff retail operation. My technical responsibilities included working with Cisco networking and Active Directory environments.

I also served as Store Manager, combining operational leadership with hands-on IT administration. This role developed my practical experience in infrastructure support, local network operations, and business management.

Bachelor of Science in Computer Science with a major in Network Administration, along with an Associate qualification in Development Communication.