Vannie Johnson
Denver
Summary
Adaptable professional with a solid background in customer support and technical solutions. Recognized for strong communication and problem-solving skills, effectively supporting teams in resolving complex issues and enhancing overall customer experience.
Overview
12
12
years of professional experience
Work History
Technical Solutions Expert
Melio
Denver
2022.05 - Current
- Troubleshot technical issues users experienced with accounting integrations for Quickbooks Online, QuickBooks Desktop, and Xero, improving user satisfaction.
- Created technical documentation and troubleshooting guides to clarify system behavior for internal teams, enhancing knowledge sharing.
- Used basic SQL queries to retrieve and analyze data, providing engineers with relevant datasets to support troubleshooting and resolution of technical issues tracked in Jira.
- Assisted Customer Experience agents with escalated user issues, facilitating timely problem resolution and improving overall support effectiveness.
Customer Experience - Banking
Xero
Denver
2019.08 - 2022.05
- Led customer-facing troubleshooting sessions and onboarding calls via Teamviewer to ensure seamless user experiences.
- Trained new banking agents on direct bank feed case-type.
- Achieved case goals consistently beyond set targets.
- Organized bi-weekly meetings to foster team morale and collaboration within banking and billing teams.
Marketing Operations Coordinator
Eating Recovery Center
Denver
2014.06 - 2018.04
- Reviewed and approved marketing department expenses, ensuring compliance with budget guidelines.
- Compiled data from Salesforce to generate monthly KPI slide deck for Chief Marketing Officer.
- Coordinated with internal teams for timely delivery of products and services for events, contributing to successful event execution.
- Provided training support for new team members on Concur expense software and company policies.
Education
Bachelor of Arts - Economics
University of Colorado Denver
Denver, COSkills
- SQL Querying in Redash and Snowflake
- Data analysis
- Datadog
- Jira
- Salesforce
- Zendesk
- Customer Support
- Adaptability and Flexibility
- Written and Spoken Communication
Timeline
Technical Solutions Expert
Melio
2022.05 - Current
Customer Experience - Banking
Xero
2019.08 - 2022.05
Marketing Operations Coordinator
Eating Recovery Center
2014.06 - 2018.04
Bachelor of Arts - Economics
University of Colorado Denver