Adrienne Calderon

Delivered advanced technical support for Nintex’s workflow automation and Salesforce-integrated products. Diagnosed complex issues involving APIs, JSON payloads, SOQL/SQL queries, and workflow logic. Partnered with engineering to resolve defects and improve product stability. Key Contributions • Managed 200+ monthly cases including Tier I escalations, ensuring accurate updates and timely resolutions. • Led troubleshooting investigations with customers to replicate issues, analyze logs, and identify root causes. • Mentored 10 global support engineers through coaching, burndown sessions, and real-time case assistance. • Developed 12+ training programs to improve case management, communication, and technical troubleshooting. • Authored 100+ technical knowledge base articles used by internal teams and customers. a.calderon82@gmail.com Page 1 • Promoted twice within one year due to strong performance and expanded leadership responsibilities.

Serve as a technical and operational partner to project teams, ensuring accurate order execution, issue resolution, and proactive communication. Collaborate cross-functionally to remove blockers, improve workflows, and deliver a consistent customer experience. Key Contributions • Managed high-volume case workflows while maintaining excellent KPIs and SLA compliance. • Resolved complex order and system issues by analyzing data, identifying root causes, and coordinating with warehouse and purchasing teams. • Improved operational processes by identifying friction points during job walks and implementing targeted enhancements. • Strengthened customer relationships through proactive communication on delays, ETAs, and alternative solutions. • Supported multiple regions to ensure consistent service quality and unified customer experience.

Led a team of 10+ specialists supporting daily operations and customer experience for a high-volume vacation rental portfolio. Key Contributions • Increased regional revenue by 15% through process redesign and operational improvements. • Reduced overtime by 5% by implementing efficient workflows and start/end procedures. • Introduced KPIs and QA measures to elevate performance and accountability.

Advanced through multiple roles to lead operations, safety, and customer support for teams of 10–125 employees. Key Contributions • Maintained a 95% on-time delivery rate through strong process control and issue resolution. • Reduced external IT support costs by $25K annually through in-house troubleshooting and system improvements. • Researched and recommended emerging technologies to modernize operations.