Mia Blackwood
Implementation Specialist
Austin,TX
Summary
Technology-oriented individual with attention to detail and a commitment to providing a high level of service and support to internal and external clients. A confident Implementation Specialist with expertise in troubleshooting and rectifying issues during and after account activation in a work from home environment.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Implementation Specialist
TrueCar
Austin, TX
05.2021 - Current
- Used extensive knowledge gained as Client Support Specialist to assist coworkers with questions and provide best process of issue resolution
- Cultivated relationships with sales and service team to support and supply corrective actions with realistic expectations
- Attended weekly meetings with product managers for triage of reported bugs and provide insightful knowledge on impact of implementation process
- Collaborated with key stakeholders in development of implementation processes for new products such as TC+
- Among highest number of account activations with 0% error rate, maintaining high case completion rate without sacrificing quality
Consumer Support Team Lead
TrueCar
Austin, TX
02.2021 - 05.2021
- Created JIRA tickets for consumer-reported bugs to product and followed up with the team after attending weekly meeting with product managers
- Improved team metrics by creating and managing Salesforce reports and dashboards for greater transparency of work performance
- Performed on-call metrics review with assigned team
- Resolved user challenges by identifying cause of problems, selecting and explaining best solutions to resolve issues, expediting correction or adjustment, and conducting follow-up to ensure resolution
Consumer Support Specialist 3
TrueCar
Austin, TX
06.2020 - 02.2021
- Backup support for social media responses and handling including Facebook, Twitter, Instagram, YouTube and LinkedIn
- Used extensive dealer knowledge to support and train consumer team
Client Support Specialist
TrueCar
Austin, TX
08.2018 - 06.2020
- Successfully facilitated resolution of dealer issues through quality pooled district support environment - including both phone and email support
- Ensured Dealer Support team success, performance improvements, and presented team metrics to entire Austin office as interim manager
- Created JIRA tickets for Product Engineering with necessary documentation on reported bugs
- Identified and communicated specific recommendations to dealers in order to help them succeed and minimize dealer churn
- Consistently highest in both knowledge of dealer support processes and work efficiency
Consumer Support Specialist 2 (VPP)
TrueCar
Austin, TX
03.2018 - 08.2018
- Overcame any objections consumers may bring up on call, for example; effectively educate on price differences between Kelly Blue Book and NADA Black Book
- Quality of work measured based on team and individual metrics which include appointments made, appointment to sale, and overall sales - highest in all 3 metrics for last 3 months
Consumer Support Specialist
TrueCar
Austin, TX
10.2017 - 03.2018
- Resolved user challenges by identifying root issue, selecting and explaining best solution to solve problems, expediting correction or adjustment
- Documented consumer information and recurring technical issues to ensure product quality and development
- Managed over 50 consumer calls per day
Infotainment Customer Service Specialist
General Motors
Austin, TX
03.2016 - 10.2017
- Provided superb customer service while conducting escalated complex pairing of cell phone and infotainment calls, using defined problem solving methodology
- Diagnosed end user problems using systematic listening and probing approach
- Consistently highest in job performance
Education
Licensed Practical Nurse Certification - Nursing
Galen College of Nursing
San Antonio, TX07.2014
High School Diploma -
Canyon High School
New Braunfels, TX06.2008
Skills
- Salesforce
- JIRA
- Microsoft Office
- Attention to Detail
- Experienced problem solver
- Critical thinking
- Training & Development
- Troubleshooting Technical Issues
Accomplishments
- Numerous praises and High Fives from Client Success Managers, Regional Managers, and Field Leaders in major and non-major accounts for quick and efficient account activations
- Callout by VP for commentary, leadership, and participation in remote daily Support meetings during the pandemic
- Two MVP awards for best performance in Dealer Support
- TrueCar Boom Award for going above and beyond a customer service related concern
Certification
- First Aid/CPR Certified
Timeline
Implementation Specialist
TrueCar
05.2021 - Current
Consumer Support Team Lead
TrueCar
02.2021 - 05.2021
Consumer Support Specialist 3
TrueCar
06.2020 - 02.2021
Client Support Specialist
TrueCar
08.2018 - 06.2020
Consumer Support Specialist 2 (VPP)
TrueCar
03.2018 - 08.2018
Consumer Support Specialist
TrueCar
10.2017 - 03.2018
Infotainment Customer Service Specialist
General Motors
03.2016 - 10.2017
Licensed Practical Nurse Certification - Nursing
Galen College of Nursing
High School Diploma -
Canyon High School
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