Customer Support & CRM Specialist with 13+ years of experience supporting enterprise North American clients in high-volume environments. Specialized in Tier 2 escalation management, Salesforce CRM case handling, and Travel & Expense system configuration within SAP Concur.
Recognized for resolving complex technical issues, improving support workflows, and driving customer retention through proactive problem-solving. Experienced in remote collaboration, knowledge base development (KCS), and cross-functional stakeholder engagement.
CORE COMPETENCIES
SaaS Product Support (Tier 1 & Tier 2)
CRM Management (Salesforce)
Technical Troubleshooting
Escalation Management
Client Onboarding & Training
Account Support<8efe80624d780eba0c6493ec45140364>Email & Chat Support
Knowledge Base Documentation (KCS)
Process Improvement
Data Entry & Reporting
Travel & Expense Systems
Cross-functional Collaboration
Remote Customer Support
TECHNICAL TOOLS
Salesforce CRM
SAP Concur (Travel & Expense SaaS Platform)
MySQL (Basic queries & troubleshooting)
Sabre, Apollo, Worldspan (GDS)
Microsoft Office
Google Workspace
Slack
ChatGPT
Jira
WORK EXPERIENCE
Client Support Engineer II
SAP Concur
May 2016 – October 2022
Provided Tier 2 technical support for enterprise North American clients using SAP Concur’s Travel & Expense platform.
Resolved complex configuration, integration, and system-related issues for high-volume accounts.
Managed 20+ high-priority escalations weekly while maintaining strong SLA compliance.
Utilized Salesforce CRM to document, track, and report case progress and resolutions.
Improved recurring issue resolution by collaborating with product, engineering, and account teams.
Conducted onboarding and coaching sessions for new and experienced tea-----------mbers.
Created and maintained knowledge base articles under KCS methodology to improve first-contact resolution.
Identified upsell opportunities and partnered with account managers to increase product adoption.
Travel Consultant & Quality Analyst
American Express Global Business Travel
March 2014 – May 2016
Managed corporate travel accounts using Sabre GDS.
Conducted quality audits to ensure adherence to service standards.
Provided consultative travel solutions to global clients.
Maintained accurate documentation and performance reporting.
Customer Service Representative – Rapid Response Desk
Teleperformance | Orbitz Travel
August 2009 – February 2014
Handled time-sensitive travel escalations in high-volume environments.
Delivered phone and email support while maintaining strong customer satisfaction.
Coordinated with airlines and vendors to resolve urgent booking and refund concerns.
