Etheria Modacure

About Etheria Modacure

At FourKites, Inc, our team thrives on providing top-tier solutions, with my role as Senior Solutions Advisor at the forefront of enhancing stakeholder relations and optimizing internal processes. The expertise in project management and problem-solving I\'ve honed over the past years is vital in training junior analysts and communicating KPI successes to our leadership.My approach involves a resilient attitude toward internal SOPs and leveraging tools like JIRA and Salesforce to uncover insights that drive our organizational goals. By understanding customer needs through diverse communication channels, I contribute to a culture of continuous improvement and cross-functional synergy within FourKites, ensuring our services remain solution-oriented and customer-centric.

Experience

1. Senior Solutions Advisor

   FourKites, Inc.

   Apr 2024 — Present · Chicago, IL, US

   Serve as consultant to enterprise clients• Lead support initiatives, reducing resolution time by 45% through process redesign• Analyze client queries using SQL, SigNoz and CRM data to deliver solutions• Collaborate cross-functionally with product, engineering, and customer success teams to promote customer retention• Present KPI trends and customer insights to leadership, influencing roadmap and service delivery• Low average escalation rate of 2.5%• Average 100% VIP first response metric• 75% average VIP first resolution rate under 72 hours

Education

• Columbia College Chicago

  Bachelor of Arts

  2008 — 2012

Skills

• Sports Writing
• Transportation
• Social Networking
• Multimedia
• 3pl
• Logistics
• Storytelling
• Customer Service
• Editorial
• Photography
• Editing
• Broadcast
• Video
• Social Media
• Journalism
• Public Relations
• Blogging
• Media Relations
• Copy Editing
• Interviews
• Ap Style
• Newspapers
• Feature Articles