Reya Gaines
Nashville
Summary
Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Technical Resident
HCA Healthcare
06.2024 - Current
- Participated in a 6-month apprenticeship program for junior developers, researchers, programmers, and analysts
- Completed Product Analyst Bootcamp
- Completed renewal hours for Certified Scrum Master (CSM) and Certified Scrum Product Owner (CSPO)
- Completed ClickUp Novice and Expert training and certifications
- Project Manager and Product Analyst for the ITG Acquisitions Asset Services Inventory migration from an Excel spreadsheet to an Ataccama One SQL database that enables dynamic BI reporting
Training Specialist
ATP Flight School
10.2023 - 06.2024
- Monitored student progress, anticipated needs, and kept track of training activity
- Proctored FAA knowledge exams, oversaw training center maintenance, procured check rides, and facilitated training center meetings
- Key Accomplishment: Increased check ride pass rate above the national average to 93%
Customer Support Advisor
Squarespace
08.2022 - 10.2023
- Provided prompt and effective customer support via live chat and email-based help desk
Field Technician
United Wholesale Mortgage
10.2021 - 04.2022
- Assisted with asset management and asset recovery program
- Assisted with SCCM deployment to automate training room updates
- Assisted with testing of data backup and restoring software
- Monitored ServiceNow Ticketing CRM for immediate issues
- Completed Emerging Leaders Program
Customer Experience Coach
United Wholesale Mortgage
02.2021 - 10.2021
- Introduced a weekly newsletter with training tips and created monthly tips
- Increased phone scores for four teams from the mid 80% to 94% per representative
- Created a process adopted by Coaching Leadership by attending team huddles to provide additional coaching opportunities for 300+ underwriters a month
- Key Accomplishments: Member of ERG Leadership Council and founded mentorship program for foster children
Client Success Manager
Secure-24
01.2019 - 06.2020
- Served as the client advocate to ensure stakeholders’ satisfaction with Secure-24’s support, technology, and solutions, including technology upgrades and disaster recovery
- Developed and maintained account team relationships for an integrated, provider-clients experience
- Used ServiceNow CRM to create reports and monitor clients’ issues
- Key Accomplishment: Oversaw Go Live for the company’s first SAP Hana client
Quality Investigator
Secure-24
01.2017 - 01.2019
- Led a team of Technical Support Representatives to establish and achieve a customer service record via coaching, mentoring, and constructive feedback to lower client-to-client’s improved Quality Incident Standard to below 0.5%
- Provided additional support to team members to build capacity and mitigate error
- Key Accomplishments: Received the Philanthropic Award for work with the American Diabetes Association (2018)
Technical Support Representative
Secure-24
09.2015 - 01.2017
- Served on the Specialty Core Team and as a resource and subject matter expert for multiple clients
- Wrote articles for the Knowledge Team and used professional acumen to troubleshoot issues with various Microsoft Office hardware and products
- Key Accomplishments: Recognized for 100% accuracy as a Help Desk Representative
- Received client recognition for being a member of an integral group that provided solutions to updating the plant and reimaging the entire organization’s computer network
Education
Data Analytics Certificate -
Pivot Technology School
12.2023
Skills
- Agile Project Management
- Microsoft Access
- Microsoft Power BI
- Asana
- Zendesk
- JIRA
- Atlassian
- ClickUp
- Slack
- Salesforce
- ServiceNow CRM
Websites
Certification
- Certified ScrumMaster (CSM)
- Certified Scrum Product Owner (CSPO)
- Certified ClickUp Expert
Timeline
Technical Resident
HCA Healthcare
06.2024 - Current
Training Specialist
ATP Flight School
10.2023 - 06.2024
Customer Support Advisor
Squarespace
08.2022 - 10.2023
Field Technician
United Wholesale Mortgage
10.2021 - 04.2022
Customer Experience Coach
United Wholesale Mortgage
02.2021 - 10.2021
Client Success Manager
Secure-24
01.2019 - 06.2020
Quality Investigator
Secure-24
01.2017 - 01.2019
Technical Support Representative
Secure-24
09.2015 - 01.2017
- Certified ScrumMaster (CSM)
- Certified Scrum Product Owner (CSPO)
- Certified ClickUp Expert
Data Analytics Certificate -
Pivot Technology School
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