Jaime Sprague
Lakewood
Summary
Senior SaaS Support Analyst with over 9 years of expertise in customer service and technical support, focusing on enterprise client management. Demonstrating proficiency in Microsoft Excel, Azure, and Salesforce with a strong ability to enhance customer satisfaction through collaborative stakeholder engagement. Skilled in creating and presenting analytic reports, with a detail-oriented approach to problem-solving and a commitment to innovative solutions and configurations.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Support Analyst
Xactly Corp.
04.2021 - Current
- Understand, replicate, validate, and resolve technical customer support requests from customers and partners
- Create Salesforce reports and dashboards to meet Premium Plus customer requirements and business needs
- Present reports to enterprise clients
- Assist clients with new system configurations, such as positions, roles, hierarchy and rules
- Testing new configurations in Sandbox environments
- Assist with administrative tasks, such as setting permissions and license management
- Document and track case history, status, and technical solutions
- Communicate with customers regularly via video call, emails, and online support tools about case status and solutions
- Collaborate with internal and external stakeholders to identify ways to increase support response time and end user satisfaction
- Utilize Salesforce to record and research customer information, and to record customer's questions, issues, and solutions
- Provide end user support, guidance and best practices
- Monitor admin and user support tickets, and escalate support cases as necessary
- Organized account owner and management of Premium Plus enterprise clients
- Mentor peers as primary SME, provide product training to new administrators, and facilitate smooth client transitions through transition to support presentations
- Conduct testing, processing and system configuration changes within personal test environments
- Hold new clientele transition to support presentations and support check in meetings via Zoom
- Provide comprehensive product training and support to new administrators, facilitating smoother on boarding and maximizing client utilization of Xactly solutions
- Drive continuous improvement by contributing to knowledge base, conducting system audits, and implanting Azure and OKTA SSO configurations
- Assist with bulk exporting, importing and uploading data and records for clients, and monitoring processing
- Experience with data management and data integrity though meticulous file handling via FileZilla and SFTP servers, ensuring accurate sales compensation for clients
Assistant GM, Sales Manager
24 Hour Fitness
01.2018 - 04.2021
- Develop financial reports for forecasting, trending and growth results analysis
- Monitor, maintain and perform data cleanups of internal CRM database
- Interviewed, trained and mentored a team of over30 sales representatives
- Analyze and review operational workflow processes
- Managed property inspections and maintenance projects
- Assisted in launching a sales campaign that increased membership profits by15% in3 month period
- Maximize sales growth through the use of Microsoft Suite using Excel, to project desired sales for the week, month and quarter
- Multitasked and completed many assignments and projects on time
- Evaluating operating problems and implementing corrective actions
Manager
Earls
09.2015 - 04.2019
- Collaborated with the management team and provided in-depth training to new and current employees and provided strategies for improvement
- Sharpened communication skills by resolving customer complaints and creating a healthy working environment
- Organization of team meetings and events
- Arranged weekly meetings with members of the team to reach goals
- Thrived in fast-paced work environments
Sales Representative
Lotus Business Solution
01.2015 - 12.2015
- Developed sales experience within the cable provider industry through intensive training in a high-volume territory
- Developed unique approaches towards customer interaction, resulting in building genuine relationships and increasing sales
- Consistently exceeded monthly sales quotas
Education
Bachelor of Business Management -
Metropolitan State University of Colorado
Denver, CO05.2015
Skills
- Troubleshooting and problem-solving
- Salesforce configuration
- Software support
- Process automation
- User administration
- Report building
- Organizational skills
- Analytical thinking
- Data audits
- Multitasking
Certification
Salesforce Administrator Certification (ADM201)
Timeline
Senior Support Analyst
Xactly Corp.
04.2021 - Current
Assistant GM, Sales Manager
24 Hour Fitness
01.2018 - 04.2021
Manager
Earls
09.2015 - 04.2019
Sales Representative
Lotus Business Solution
01.2015 - 12.2015
Bachelor of Business Management -
Metropolitan State University of Colorado
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