Jaqueline Romero
Barcelona
Summary
Results-driven Solutions Engineer with a proven track record at Clarity AI, achieving over 1M ARR by providing API and Data feed integration solutions. Expert in application support and adept at fostering strong client relationships. Excelled in roles requiring APIs, problem Solving and Service Management, significantly reducing support ticket backlogs by over 80% at SAP and SumUp.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Technical Product Specialist
Clarity AI
03.2024 - Current
- Provide API integration solutions within pre-sales and post-sales activities, and helped achieve over 1M ARR in a 1-year period.
- Showcase the integration capabilities via demo and onboarding client calls.
- Lead and manage information security client requirements and prospect questionnaires.
- Work closely with Product and tech on troubleshooting technical issues.
- Define data feed requirements, and coordinate project deliveries.
- Lead and complete RFI/RFP questionnaires on Infosec, integrations, IT, and data subjects.
- Report client feature requests and product feedback
Lead Product Specialist
SumUp
Barcelona
08.2022 - 03.2024
- Assisted customers with product inquiries, providing accurate and detailed information about product features and benefits.
- Collaborated with product and engineering teams to identify and implemented product improvements based on customer feedback.
- Recruited, trained, and managed a team of technical support engineers.
- Handled escalation tickets, and worked closely with the Product and tech teams.
- Prioritized the tasks, and coordinate the team to deliver them with excellence and efficiency.
Technical Account Manager
Vtex
12.2021 - 07.2022
- Collaborated with cross-functional teams to ensure customer requests were addressed in a timely manner
- Served as a Technical leader responsible for providing technical support to customers and project initiatives
- Mentor and support to technical team members
- Work closely with Developers, DevOps Engineers, Account Managers and Product Managers
- Oversee deployments and new releases
Critical Case Manager
SAP
07.2021 - 12.2021
- Manage critical technical escalations to large customers
- Work closely with technical and account management teams to provide excellent and fast resolution
- Provide effective communication to the stakeholders and top management on critical escalations
Technical Support Engineer
SAP
11.2018 - 07.2021
- Provided technical support for end-users and resolved escalated technical issues
- Responsible for Cloud Health Monitoring and proactively resolving technical issues before a ticket is raised
- Selected to participate in a full 12 months internal Leadership Development program
- Triaged and managed the support tickets queue, resulting in a decrease of over 80% of the backlog
- Served as a knowledge base administrator and mentored other peers on the best practices
SAP Master Data Analyst
Johnson & Johnson
04.2017 - 10.2018
- Collaborated with cross-functional teams to identify and resolve data-related issues
- Created a new product set-up for the medical devices sector making sure that the ERP data is accurate
Education
MBA - IT Management
FMU
07.2020
Associate of Applied Science - Information Technology
FMU
01.2015
Skills
- ITIL V4
- Agile Methodology
- Information Security
- Solutions Engineering
- Service Management
- Knowledge Management
- Product demo presentation
- Product support escalation
Certification
- Scrum Foundations Professional Certificate , Certiprof
Languages
Portuguese
First Language
English
Advanced (C1)
C1
Spanish
Upper Intermediate (B2)
B2
Timeline
Technical Product Specialist
Clarity AI
03.2024 - Current
Lead Product Specialist
SumUp
08.2022 - 03.2024
Technical Account Manager
Vtex
12.2021 - 07.2022
Critical Case Manager
SAP
07.2021 - 12.2021
Technical Support Engineer
SAP
11.2018 - 07.2021
SAP Master Data Analyst
Johnson & Johnson
04.2017 - 10.2018
MBA - IT Management
FMU
Associate of Applied Science - Information Technology
FMU