Success Agent Resume Sample
Rico Koch
7937 Skylar Knolls,
Philadelphia,
PA
+1 (555) 946 8214
Work Experience
Senior Success Agent
08/2017
-
PRESENT
Dallas, TX
- Prior experience in Tier 2 CRM role
- Understanding and experience with CSS and HTML
- Track and maintain all client communications and case documentation
- Provide assistance via phone and written communication to Salesforce Marketing Cloud Customers to adhere to Support's response level commitments (RLC)
- Assist customers with best practices and optimization with Salesforce Marketing Cloud's Product Suite
- Properly track all communication and process through the use of Salesforce.com
- Exhibit exceptional time management skills
Success Agent
11/2012
-
05/2017
Dallas, TX
- Customer focused: provide a high quality experience utilizing problem-solving and communication skills
- Effectively prioritize and escalate customer issues as appropriate
- Share best practices and create Knowledge Base Articles for other team members to enhance the quality and efficiency of technical support
- Troubleshoot highly technical issues and communicate between the customer and other Salesforce Marketing Cloud teams
- Identify and assess learners’ needs (technical, pedagogical, and motivational, in nature)
- Meet the monthly goals on KPIs such as CSAT, Productivity
- Strong technical aptitude in support of SFMC 's Product Suite
- High technical level understanding of the SFMC/Salesforce Integration
Success Agent Tier-mobile
02/2008
-
07/2012
Boston, MA
- Understanding of data structure as it pertains to analytics and data analysis
- Respond to customer requests escalated from Tier 1 support analysts
- Answer technical questions, solve technical problems, suggest appropriate workarounds and escalate cases to technology and product development teams
- Identify and define technical best practices and continuous improvement opportunities
- Design, develop and deliver product and technical support training materials
- Create knowledge articles and technical materials to empower and enable the Salesforce community
- Collaborate with technical and business professionals across Salesforce
- Identify product and services up-sell opportunities and describe Salesforce solutions to customers
- Develop and maintain technical expertise in several product areas, and actively participate in job related training
Education
Washington Adventist University
2003 - 2007
Bachelor's Degree in Computer Science
Professional Skills
- Providing support to users of the Commerce Cloud platform. Supporting and contributing to the growth of best practices for delivery of Commerce Cloud support services
- Demonstrated analysis, problem solving skills and troubleshooting expertise
- Creative problem-solving approach and strong analytical skills
- Prior experience in Technical/Developer Support and/or 2+ years with Salesforce administration and Development experience
- Prior experience in Technical Support and/or 2+ years with Salesforce administration and Development experience
- Troubleshooting & root cause isolation skills with web technologies such as JavaScript, HTML, XML, Web Services
- Demonstrated skill in Customer Support or Customer Service in a customer-facing role
How to write Success Agent Resume
Success Agent role is responsible for troubleshooting, software, training, integration, database, java, architecture, design, digital, government.
To write great resume for success agent job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Success Agent Resume
The section contact information is important in your success agent resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Success Agent Resume
The section work experience is an essential part of your success agent resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous success agent responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular success agent position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Success Agent resume experience can include:
- Prior Technical Support or IT experience
- Multitasking and performing effectively under pressure
- Managing customer expectations and the customer experience to maximize customer satisfaction
- Experience supporting e-commerce applications with catalog, shopping cart, merchandising and payment handling is highly desirable
- Strong understanding of web based server-side technologies; including full-stack troubleshooting across Application, Web, Database layers
- Experience delivering or supporting a digital media business, revenue operations or digital marketing operation
Education on a Success Agent Resume
Make sure to make education a priority on your success agent resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your success agent experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Success Agent Resume
When listing skills on your success agent resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical success agent skills:
- Strong verbal and written communication skills with demonstrated ability to effectively communicate to both highly technical and business / executive levels
- Strong ability to prioritize, multi-task, perform effectively under pressure and fast changing conditions
- Demonstrated analysis, problem-solving and skills troubleshooting expertise
- Skillfully manage and resolve any cusotmers' complex issues by utilizing expertise effectively
- Excellent business level Japanese writing and verbal communication skills
- Creative problem-solving approach and strong analytical skills are critical
List of Typical Experience For a Success Agent Resume
1
Experience For Learner Success Agent Resume
- Assisting customers in troubleshooting their custom code, integration, and implementation of Salesforce products. This involves debugging, troubleshooting, and ensuring issues are fully resolved
- Demonstrating the ability to research, document, and prioritize customer issues, leveraging internal tools and escalation teams as necessary, as well as prioritizing and managing time effectively in a fast-paced environment
- Experience with reading/writing HTML and CSS
- Resolve customer service issues and skillfully manage complex escalations
- Creating and curating knowledge articles, enabling customers to resolve their issues independently
- Spanish: fluent (speaking, reading, writing)
- Read, develop, and debug software with Java, C# or at least one modern object-oriented language
- Triage and take ownership of complex, high-profile, time-sensitive customer technical escalations
2
Experience For Success Agent Tier-mobile Resume
- Work closely and collaboratively with cross-functional teams (Site Reliability / Operations, Platform / Infrastructure, Software Engineering, Performance Engineering) to solve our most intricate customer issues
- Monitor customer load tests and high-traffic events; recommend code and configuration optimizations
- Proactively seek out at-risk customer environments; provide preventative solutions
- Produce performance reviews of customer solutions with actionable solutions; drive to implementation and resolution
- Mentor, guide, and help grow more junior resources
- Relevant work experience in one or more of: Technical Support, Software Development, Platform Architecture / Engineering, Solution Architecture; 2+ years in customer-facing roles
3
Experience For Tier Salesforce QTC Success Agent Resume
- Create knowledge base materials dedicated towards operational efficiency while also
- Assisting customers in troubleshooting their custom code, integration, and implementation of Salesforce Marketing Cloud products. This involves debugging, troubleshooting, and ensuring issues are fully resolved
- Providing feature explanation and Salesforce Marketing Cloud coding best practices
- Assist with administrative functions to drive quality improvements and techniques including quality analysis, coaching, and following up on team misses to uncover opportunities for improvement
- Creating and curating knowledge content
4
Experience For Success Agent Tier-nightforce Resume
- Work with clients on escalations including joining calls as a leadership representative to work through issues
- Provide coaching and feedback to T3 and Tier 2 success agents
- Research, document, escalate cases to R&D and Product teams according to procedure
- Actively participate in creation of job related training
- Assist with the design and delivery of product and other technical training to T2 and T3 Success Agents
- Partner with T&P to develop innovative process and tools improvements to drive faster case resolution
- Focus on deflection of top call/case drivers through partnership with T&P and Content teams
5
Experience For Senior Success Agent Resume
- Assist with administrative functions to drive quality improvements and techniques within Partner Support, including Quality analysis, coaching, and following up on team misses to uncover opportunities for improvement
- Respond to customer requests that have been escalated from tier 1 agents
- Follow support process defined
- Triage issue, understand business impact, deliver workaround or/and solution to mitigate/solve technical issues
- Provide consistent and exceptional technical support via phone or/and Service Cloud
- Define and describe technical best practices. Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the developer community
- TOEIC 600+ or Equivalent
6
Experience For Success Agent Senior Resume
- Has passion or hospitality in nature to help any kind of customer's issue
- Able to work overnight and weekend shifts as required
- Track and maintain all client communications and case documentation in Salesforce
- Orchestrate all Salesforce teams efforts and ensure we are a single point of contact for all post-sales support activities
- Sole U.S. citizenship (U.S. born or naturalized; no dual citizenship) required. Agree to complete a Background Investigation with the U.S. federal government
- Familiarization of Apex, Visualforce, JSON
7
Experience For Success Agent Tier-developer Resume
- Proficiency in Analytical analysis and Salesforce Report creation
- SQL and NoSQL in concept and practice
- Familiarity with one or more current client-side web frameworks (AngularJS, React, Ember, Backbone)
- Salesforce Administrator, Advanced Administrator, Application Builder
- Read, develop, and debug software with Java, Visual Basic, C#, JavaScript or at least one modern object-oriented language
- TRUST: Trust the company's core values
8
Experience For Success Agent Tier Resume
- Certified Salesforce Administrator (ADMIN201)
- Certified Salesforce Developer (DEV501)
- Salesforce.com Certified Administrator (ADM201 Certified),
- Salesforce.com Certified Advanced Administrator (ADM211 Certified),
- Salesforce.com Certified Developer (DEV401 Certified),
- Salesforce.com CRM and its technologies
- App Builder Certified
List of Typical Skills For a Success Agent Resume
1
Skills For Learner Success Agent Resume
- Excellent written and verbal communication skills
- Handle and priortize multi-task and perform the tasks effectively under pressure
- Expert troubleshooting & root cause isolation skills
- Prior experience in Tier 3 CRM role
- Prior experience in Tier 2 or 3 support role
- Prior experience
- Manage customers' expectations and deliver good user experience
2
Skills For Success Agent Tier-mobile Resume
- Experience delivering or supporting a digital media business, revenue operations or digital marketing operation
- Programming experience in one or more of the following languages: Java, JavaScript, Python
- Experience working with scripting languages (e.g. JavaScript, JQuery, etc.) and Web Architecture Principles
- Solid understanding of load testing methodologies
- Building web-based applications with a solid understanding of HTML, CSS, JavaScript,
- Good understanding of HTML5, CSS, other web based client-side technologies, including third-party tools and libraries (Sass, Less, Foundation, or Bootstrap)
- Experience working in a development IDE's such as Eclipse
- Experience providing web development and/or SaaS support is highly desirable
3
Skills For Tier Salesforce QTC Success Agent Resume
- Experience providing web-development, SaaS/PaaS/cloud, or API support
- Strong knowledge of SAS configuration, protocols and troubleshooting
- Experience working with NGO or Higher Education customers or partners
- Experience supporting a martech/adtech or other similar SaaS solution
- Web application development experience with Ajax
- Experience with Salesforce and/or CRM applications and other cloud-based technologies
- Experience or Familiarity with SF.org Products - NPSP, HEDA, SAL
4
Skills For Success Agent Tier-nightforce Resume
- Previous experience with marketers, publishers, DMPs, and/or martech/adtech
- Experience with developing Applications using SOAP and REST API's
- Experience with Database concepts, Data management (RDBMS), and SQL
- Experience with CLI (UNIX/LINUX)
- Experience with Salesforce and/or CRM applications
- Prioritize and escalate customer issues as required Complete assigned project responsibilities
- Own the complete end-to-end customer experience
- Corporate experience in the fields above
- Understanding Commerce Cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical Commerce Cloud product issues
5
Skills For Senior Success Agent Resume
- Understanding technologies and troubleshooting practices to ensure successful resolution of challenging technical products, or customizations issues
- Demonstrating exceptional analytical, troubleshooting, and problem-solving expertise
- Identifying customer needs, cultivating relationships with the customer to generate more business
- Providing coding support to users of the platform
- Writing/debugging server-side JavaScript
- Understanding of REST and SOAP web-based services, with a working knowledge of WSDL
- Developing and maintaining technical expertise in assigned areas of product functionality
- Providing feature explanation and Salesforce coding best practices
6
Skills For Success Agent Senior Resume
- Understanding of the following development technologies (HTML, XML, API, SQL etc.)
- Contributing to the definition and evolution of methodologies, standards and best practices for support and product delivery
- Debugging Java code in enterprise environments
- Analyzing Java heap and thread dumps
- Analyzing network traces (wireshark, tcpdump)
- Understanding of Internet technologies: firewalls, web servers, proxy servers, etc
- Working +5 years as an engineer
7
Skills For Success Agent Tier-developer Resume
- Actively maintaining and participating in job-related training activities
- Partner with Product Management and Engineering to identify product hardening, tooling, self-service opportunities
- Proficient with analyzing log files and standard debugging concept
- Performance and scalability analysis (profiling techniques, identifying software/platform bottlenecks)
- Take ownership of customer issues through to resolution - including troubleshooting, external
8
Skills For Success Agent Tier Resume
- Work with clients on escalations including joining calls as a leadership representative to work through issues
- Leverage internal toolset – including, Zendesk, JIRA, and QuickBase -- to surface ticket trends, commonalities, and recurring issues across clients
- Stay informed of data-driven marketing news, emerging technologies and competitors’ offerings
- Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the developer and Power of Us Community
- Comfortable interacting with all levels of management internally and externally
- Proficient in Spanish speaking
- Working as Salesforce administrator or developer
- Technical aptitude in support of learning Salesforce Cloud applications and solutions
- Comfortable interacting with all types of customers and all levels of management
9
Skills For Success Agent Resume
- Produce and deliver internal and external trainings (performance, troubleshooting, tool usage, etc)
- Provide on-call weekend support on rotating basis (every 6-8 weeks)
- Availability to work the afternoon/evening shift
- Technical aptitude in support of Salesforce Marketing Cloud‘s Product Suite
- Knowledge of the following development technologies (HTML, XML, API, SQL etc.)
10
Skills For Learner Success Agent Resume
- Has passion to achieve goals working with team members
- Comfortable interacting with all levels of customers - consumers, IT professionals, partners, higher management
- Required supporting a digital media business, martech/adtech or other similar SaaS solution for DMP team
- Salesforce Certified Administrator (ADM 201) and/or Advanced Administrator (ADM 211)
- Knowledge of Content Delivery Networks (CDNs)
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