Jessica Yuhas
Customer Support Analyst @DerbySoft
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WORK HISTORY
Customer Support Analyst @DerbySoft
Manage flow of tickets/requests between queues in Operation/Customer Service ticket tracking systems and via e-mail. Resolve or escalate requested property and rate mapping activities within defined SLA. Coordinate business issues between appropriate stakeholders. Incorporate knowledge gained through support activities and customer interactions to Knowledge Base reference materials and systems. Participate in appropriate global Operation/Customer Service conference calls and forums. Help to ensure excellent customer satisfaction. Monitor customer service demands. Produce reports and information to help evaluate and analyze customer needs and satisfaction with delivered services. Respond to functional/process questions as required to support DerbySoft products, specifications and system architecture. Liaise between DerbySoft technical team and partner base. Provide front line functional support and direction to ensure successful distribution of contracted Hotel Supply partner inventory through implemented Distribution partners. Assist DerbySoft engineers with requirement definition/clarification as appropriate. Contribute as needed to projects and research efforts.
EDUCATION
Penn State University
Business, Management, Marketing, and Related Support Services
Penn Foster
Travel Agent
SKILLS
ABOUT JESSICA YUHAS
Customer Support Analyst at DerbySoft
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