Catalina Hutson
Experience in Leadership, Business and Financial Analysis, Business Development, Customer Service, SQL
- Role
- Technical Support Manager (User Experience) at ServiceNow
- Location
- Orlando, FL, US
- LinkedIn followers
- 500 followers
About Catalina Hutson
I am a seasoned professional hungry for innovative opportunities to constantly grow, adapt and collaborate.My skills and traits include:• Communication• Conflict Resolution• Business Analysis• SQL • Financial Analysis• Networking• Troubleshooting• Reporting• Decision-Maker• Flexible/adaptable• Leadership• Professional• Resourceful• Public Speaking• Culturally consciousLeadership Purpose:To ensure others feel valued in a team setting by empowering them to be efficient, innovative and learn constantly through a diverse experience of new opportunities.
Experience
Technical Support Manager (User Experience)
Jul 2023 — Present · Orlando, FL, US
Manage and exceed Support KPIs and critical Technical Support Metrics including Customer Satisfaction, Time to Relief/Resolution, reducing backlogs, increasing efficiency, and implementing/upholding change management• Responsible for People Management, including hiring, improving productivity, promoting employee morale, allocating and utilizing resources efficiently, motivating teams, and managing attrition and training.• Participate in and provide oversight to Change Management as it relates to Customer and Technical Support.• Own and bring to conclusion customer escalations by working with cross-teams in Support, Development, and Operations teams• Drive daily case management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences.• Manage major operations outages and communications to the customers.Evaluate current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement.
Education
Valencia College
Associate of Science (A.S.), Business Administration
2011 — 2015
Valencia College
Associate of Arts (A.A.), General Studies
WU (Vienna University of Economics and Business)
International Finance
2016 — 2017
Divergent U
Personal, Personal Development
2019 — 2019
University of Central Florida
Bachelor of Business Administration (B.B.A.), Finance
2015 — 2018
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