Hillary Yin
Senior Technical Support Specialist | Customer-Centric Problem Solver | Blending Technical Expertise with Exceptional Service to Drive Results
- Role
- Senior Technical Support Specialist at LeanData
- Location
- Santa Clara, CA, US
- LinkedIn followers
- 500 followers
About Hillary Yin
Transitioning from a strong foundation in customer service within the food industry, I pivoted into the dynamic world of technical support. Leveraging my expertise to troubleshoot issues, interpret technical jargon, and guide clients through their technological needs, I honed my problem-solving skills. Inspired by a passion for helping others, I ventured into the realm of real estate, where I excel in understanding clients\' desires and navigating the market to fulfill their dreams. With a knack for negotiation and attentive listening, I strive to exceed expectations and ensure my clients achieve their goals seamlessly.Top 5% SCCAOR top producing realtor Zillow Top Agent100% CSAT
Experience
Senior Technical Support Specialist
Jul 2021 — Present · Santa Clara, CA, US
Mentor and onboard new support specialists; serve as an escalation point for Level 1 & Level 2 cases, modeling best practices and ensuring SLA adherence.Analyze support metrics (time-to-first-response, resolution time, CSAT) and collaborate with leadership to implement process improvements that drive operational excellence.Oversee queue management and case routing in Salesforce Service Cloud and Zendesk to ensure efficient workload distribution and customer satisfaction.Develop internal best practices, documentation, and training resources, strengthening self-service channels and reducing case volume.Participated in User Acceptance Testing (UAT) for new features and product enhancements, providing feedback from a support and customer perspective to ensure smoother releases and stronger adoption.Partnered cross-functionally with Engineering, Product, and Customer Success teams to resolve escalated issues and represent the voice of the customer, influencing product roadmap decisions. Enabled internal teams on LeanData workflows and troubleshooting strategies, reducing escalations and enhancing overall platform proficiency.
Education
San Francisco State University
Bachelors Degree, Psychology
2012 — 2013
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