Doris Clay

About Doris Clay

I have over 10 years of Technical Customer Support experience. I configure product features, onboard, and train customers about using various technologies and software that fit their needs.

Experience

1. Product Specialist Tier Ii

   Carnegie Learning

   May 2020 — Present · Pittsburgh, PA, US

   Built scalable systems and processes that reduced customer onboarding time from 2 weeks to 5 days (64% improvement) through cross-functional process redesign, documentation frameworks, and operational optimization- Used customer feedback data to implement a tool that improved team efficiency, while case volume jumped (+40%), total resolution time dropped (−43%) one month after implementation- Established feedback loops and operational infrastructure connecting customers to product teams, creating systematic processes for collecting, analyzing, and acting on user insights that informed roadmap priorities- Drove product delivery excellence by collaborating with product, engineering, and content teams to define requirements and coordinate launches, resulting in 35% increase in user satisfaction and 50% reduction in support tickets- Created operational documentation and knowledge systems including custom LMS training modules and user guides adapted to diverse customer configurations, increasing self-service adoption by 15%- Managed cross-functional product rollout for global SaaS releases, coordinating stakeholders across product, engineering, content, and customer success teams to ensure successful go-to-market execution- Used data to drive operational decisions by analyzing user behavior patterns and support trends, identifying bottlenecks and implementing process improvements that accelerated team velocity- Translated user needs into actionable requirements through extensive customer interviews and feedback analysis, bridging communication between technical and non-technical stakeholders- Built high-trust partnerships with internal teams and external customers, navigating ambiguous problems with clear communication that brought stakeholders along toward action-oriented solutions

Education

• University of Pittsburgh Katz Graduate School of Business

  Master of Business Administration (M.B.A.), Business Administration and Management, General

• Point Park University

  Bachelor’s Degree, Biology

Skills

• Nielsen Marketing Analytics
• Python
• Strategic Visionary
• Scanning Electron Microscopy
• Market Analysis
• Microsoft Office
• Campaign Development
• Immunostaining
• Microscopy
• Strategic Planning
• Spin Selling
• Social Media Optimization (Smo)
• Microtome
• International Relations
• Flow Cytometry
• Product Marketing
• Php
• Digital Marketing
• Brand Awareness
• Social Media Marketing
• Cascading Style Sheets (Css)
• Html
• Research
• Market Research
• Marketing Research
• Social Media Blogging
• Business Administration
• Marketing
• Hubspot
• Psd to Wordpress
• Management
• Online Content Creation
• Confocal Microscopy
• Storytelling
• Electron Microscopy
• Customer Service
• Microsoft Powerpoint
• Customer Relationship Management (Crm)
• Public Speaking
• Personal Shopping