Ana Reyes

Delivered Level-2 technical support for enterprise customers across Coupa's SaaS platform, diagnosing integration and data issues using SQL and APIs to enable rapid product adoption.

Supported comprehensive customer operations across core procurement and spend management modules, including Purchasing, Invoicing, Expense, and Sourcing, ensuring seamless business workflows.

Utilized SQL queries and phpMyAdmin to validate transactions, investigate database inconsistencies, and analyze customer data, identifying root causes for critical production issues.

Troubleshot complex customer scenarios involving user access, roles, approval chains, email delivery, integrations, and application errors, enhancing system reliability and user experience.

Collaborated closely with Product, Engineering, and QA teams, translating customer feedback into actionable insights to drive continuous improvements in the customer experience.

Replicated complex and intermittent customer issues in test and clone environments to isolate root causes and provide actionable recommendations for permanent resolutions.

Functioned as a Tier-2 technical escalation resource and peer mentor, resolving complex customer cases and onboarding new team members to enhance team capabilities.

Maintained and updated operational data in relational databases using SQL, ensuring data integrity and accuracy for orders, deliveries, and customer accounts.

Leveraged SQL extensively for advanced troubleshooting, data validation, and reporting, proactively identifying and resolving inconsistencies impacting customer operations.

Supported enterprise customers by troubleshooting software errors with remote tools like LogMeIn and TeamViewer, ensuring timely issue resolution and minimizing downtime.

Collaborated with Product, Engineering, and QA teams to communicate customer needs and provide actionable technical feedback, influencing product development cycles.

Translated complex customer-reported technical issues into clear troubleshooting steps and recommendations, streamlining internal team processes and improving resolution efficiency.

Managed end-to-end customer cases using Parature, ensuring accurate documentation and follow-up from initial inquiry through final resolution for enhanced customer satisfaction.

Provided bilingual technical assistance to customers via phone and email, delivering clear troubleshooting guidance and expert product recommendations.

Utilized enterprise platforms including Oracle and SAP to process high-volume orders and securely manage customer information, ensuring operational efficiency.

Developed a specialized remote-support workflow using TeamViewer for Lorex IP camera systems, consistently resolving over 100 cases monthly.

Reduced overall response times by 40% through streamlined diagnostic procedures and effective customer follow-ups, significantly improving service delivery.

Assisted enterprise and residential customers with complex DNS configurations and remote-access setups, ensuring reliable connectivity for security hardware products.