Wynette Tan

I support customer support operations and hardware troubleshooting, with hands-on experience in HubSpot (pipelines, snippets, workflows), support platform migrations, SLA reporting, and Google Sheets tracking systems.

Notes: Some screenshots/anonymized examples available upon request due to confidentiality.

Context: Managed daily customer support chats/tickets to ensure fast responses and smooth handovers.
My role: Primary first responder for incoming technical support queries.

What I did:

• Responded to 95%+ of customers’ initial contacts, triaging and categorizing issues

• Managed ongoing conversations (follow-ups, updates, escalation) to keep cases moving

• Maintained clean case notes and statuses to support technician handovers

• Ensured urgent/high-priority requests were identified and escalated quickly
  
  Tools: HubSpot, Previously Replyr and Whatsapp Business
  Outcome: Faster triage, clearer case visibility, fewer missed or stalled conversations.
  
  

Context: Standardized support operations to improve consistency and tracking.
My role: Built and maintained HubSpot support setup used in daily operations.

What I did:

• Created and maintained support snippets/macros for common scenarios

• Helped structure and maintain pipelines (stages, priorities, categories)

• Built/maintained workflows for routing, escalation, notifications, and follow-ups

• Updated processes over time to match team needs and reduce manual work
  
  Tools: HubSpot
  Outcome: More consistent replies, better routing/visibility, smoother case handling.

Context: Technicians needed a clear view of open cases and next actions.
My role: Designed and maintained an internal tracker for day-to-day use.

What I did:

• Built a Google Sheets tracker to track open cases (owner, status, last update, next step)

• Standardized how cases were updated so the team could prioritize quickly

• Maintained the tracker to reflect current workload and reduce handover gaps
  
  Tools: Google Sheets
  Outcome: Better visibility across active cases and faster coordination.

Context: Needed clearer visibility of replacement-ready inventory for RMAs.
My role: Built an inventory tracking system to support faster swaps.

What I did:

• Created a Google Sheets tracker for replacement-ready items/units

• Tracked usability/availability to support quick replacement decisions

• Reduced uncertainty during RMA handling by keeping stock records current
  
  Tools: Google Sheets
  Outcome: Faster replacement turnaround and smoother RMA coordination.

Screenshots/anonymized examples available upon request due to confidentiality.

Context: VIP customers required close SLA monitoring and clear reporting.
My role: Produced SLA tracking and performance summaries for high-priority cases.

What I did:

• Tracked response and resolution performance for VIP/high-priority customers

• Created reports highlighting SLA risks, breaches, and trends

• Supported prioritization and escalation decisions using performance visibility
  
  Tools: HubSpot reporting
  Outcome: Clearer visibility of VIP performance and faster identification of SLA risks.

Context: Supported multiple tech shows with time-sensitive onsite operations.
My Role: Hardware setup/teardown and basic troubleshooting under tight timelines.

What I Did:

• Set up and tore down PCs across ~8 tech shows

• Performed basic checks and quick fixes to ensure systems were ready on time

• Coordinated with the team for efficient turnaround during events
  
  Tools: PC hardware, peripherals
  Outcome: Reliable setups under time constraints; smooth event operations support.