Payton Goldston
TUCSON
Summary
Customer-focused and dedicated customer service and project management professional with excellent communication, research, and problem-solving skills. Proven track record in providing technical support and resolving complex issues. Skilled in troubleshooting and effective communication. Experienced in troubleshooting and resolving complex technical issues, employing effective communication and problem-solving skills to improve user satisfaction and operational efficiency. Demonstrated ability to streamline processes and enhance user satisfaction. Proven ability to collaborate with teams and adapt to rapidly changing environments.
Overview
21
21
years of professional experience
Work History
Senior Support Analyst
Symplr
Houston, TX
02.2022 - Current
- Streamlined internal processes by creating user-friendly guides on standard operating procedures for various tasks within the department.
- Collaborated with cross-functional teams to develop and implement solutions, streamlining processes and enhancing productivity.
- Maintained detailed logs of all customer interactions, aiding in the analysis of recurring issues and identification of potential solutions.
- Conducted regular performance evaluations for support staff members to ensure alignment with company goals.
- Developed thorough documentation for troubleshooting procedures, enabling faster problem-solving by support staff.
- Boosted client satisfaction rates by ensuring the consistent delivery of high-quality technical support services.
- Managed multiple high-priority projects simultaneously, ensuring timely delivery and completion of each task.
- Increased client retention rates through consistent follow-ups and proactive resolution of any outstanding concerns or questions.
- Led a team of junior support analysts, offering guidance and mentorship while driving team success in resolving customer issues.
- Provided extensive training sessions to new team members, fostering rapid onboarding and skill development.
- Focused on continuous improvement efforts within the support department by analyzing key performance indicators and identifying areas of opportunity.
- Solved complex technical issues for clients, resulting in increased system efficiency and reduced downtime.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
Client Support Analyst
Conduent - Midas Health Analytics Solutions
01.2011 - 02.2022
- Supporting functions that enable the effective and efficient delivery of services and products
- Partnering with operational teams to improve & transform business (processes), optimize knowledge, skills, productivity, quality, and ensure compliance
- Performs testing to identify work flow issues and bottlenecks within the solution
- Identifies productivity efficiencies and improvements using technology innovation
- Develops operating procedures, governance structures and metrics for process improvement
- Prepares reports based on requirements and/or analysis
UPS Tracking/Customer Service Agent
APAC Customer Service (Formerly Teletech)
Tucson, AZ
01.2009 - 01.2011
- Provided top rated customer service by phone for UPS customers by helping them track, ship, and pickup packages in the most efficient manner
- Made routine outbound calls to shippers and receivers to investigate lost package claims and to provide delivery or claim status updates
- Conducted research working with UPS establishments throughout the country and by performing queries of the Overgoods database to identify matches for lost goods and satisfy claims
- Multi-tasked to manage all inquiries received and call logs in order of priority and according to urgency, maintaining high productivity and quality standards
Roadside Assistance Agent
Cross Country
Tucson, AZ
01.2007 - 01.2008
- Provided top quality and timely resolutions to inbound phone customer inquiring about roadside assistance for many automotive and insurance companies including Nissan, Honda, GM, Mazda, Progressive Insurance, Liberty Mutual, and Farmers Insurance
Cashier/Maintenance
Gas City
Tucson, AZ
01.2004 - 01.2007
- Used customer service skills to assist store customers with questions and to process payments on purchases
- Performed operational and maintenance duties of car wash machinery and equipment
- Responsible for handling propane requests and operating the propane tank stations
Education
Certification - Computer Applications
Tucson College
Tucson, AZ01.2008
High School Diploma -
Santa Rita High School
Tucson, AZ01.2006
Skills
- Quickbooks
- Microsoft Office
- Word
- Excel
- Powerpoint
- Microsoft Access
- Problem resolution
- Incident management
- Software support
- System administration
- Advanced troubleshooting
- Customer service
- Remote support
Timeline
Senior Support Analyst
Symplr
02.2022 - Current
Client Support Analyst
Conduent - Midas Health Analytics Solutions
01.2011 - 02.2022
UPS Tracking/Customer Service Agent
APAC Customer Service (Formerly Teletech)
01.2009 - 01.2011
Roadside Assistance Agent
Cross Country
01.2007 - 01.2008
Cashier/Maintenance
Gas City
01.2004 - 01.2007
High School Diploma -
Santa Rita High School
Certification - Computer Applications
Tucson College
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