EVA COFFMAN
Concord
Summary
Professional Support Specialist with broad experience in delivering exceptional client assistance and resolving complex issues. Strong focus on team collaboration, adapting to changing needs, and achieving results. Skilled in troubleshooting, communication, and conflict resolution. Known for reliability, problem-solving, and customer-centric approach.
Overview
16
16
years of professional experience
Work History
Onsite Support Specialist (Contractor)
Briljent
04.2025 - Current
- Provided timely support to customers by resolving inquiries and troubleshooting issues effectively.
- Collaborated with team members to streamline processes and improve overall service delivery.
- Assisted in maintaining documentation and records for customer interactions to ensure accuracy.
- Handled routine administrative tasks, contributing to efficient office operations and workflow management.
- Communicated product information clearly to customers, enhancing their understanding and satisfaction.
- Participated in training sessions to enhance product knowledge and improve service capabilities.
- Engaged with customers proactively, identifying needs and offering appropriate solutions to enhance experiences.
- Supported various projects by coordinating team activities and ensuring alignment with operational goals.
AI Content Writer (Contractor)
Global Logic
07.2024 - 04.2025
- Rank LLM prompt-answer pairs (using a defined quality framework)
- Write from scratch prompts, and/or answers. Write dialogues for selected topics
- Rewrite a subject of conversations following requested guidelines and requests prioritizing safety, creativity and correctness
- Conduct research, when required, to develop writing/prompt ideas
- Ensure confidentiality and handle sensitive information with professionalism and discretion
- Maintain knowledge of domain-specific terminology and stay up-to-date with language and cultural trends
- Audit high priority content, based on project requirements
Application Analyst (Contractor)
St. Jude Children's Research Hospital
10.2023 - 06.2024
- Worked with graduate school staff to process applications and manage access to school applications.
- Operated back-end user access for CollegeNet, Canvas, BioRender, Anthology Student, and other school-centered applications.
- Used multiple aspects of Service now to coordinate and resolve user issues.
- Ran reports for grades and import grades for student viewing.
- Conducted testing of applications to ensure functionality met organizational standards and user needs.
- Developed troubleshooting guides to assist users in resolving common application issues independently.
- Assisted in the integration of new technologies, contributing to improved operational capabilities within the organization.
Training and Change Management
Quality Contact Solutions
10.2020 - 10.2023
- Built L&D department and implemented LMS, which is now a monetized solution for clients' training needs.
- Acted as administrator and manager of LMS for company, clients, and vendors.
- Partnered with ops managers and VPs to create, edit, and distribute customized training materials to ensure current and future client and company initiatives are fulfilled.
- Developed and led trainings based on client needs.
- Performed operations manager duties including running and distributing client and vendor reports and communication.
- Utilized previous training and performance data to evaluate effectiveness and grow learning and training needs accordingly.
- Consulted with clients to assess customer service needs and cultivate training plans to align with company standards.
Educator
Desoto County Schools
09.2009 - 07.2020
- Developed engaging lesson plans that catered to diverse learning styles and enhanced student participation.
- Implemented classroom management strategies to foster a positive learning environment and encourage student collaboration.
- Utilized assessment tools to evaluate student progress and adapt instructional methods accordingly for improved outcomes.
- Coordinated extracurricular activities that promoted teamwork, leadership skills, and personal growth among students.
- Provided individualized support and mentorship to students, fostering their academic development and confidence.
- Communicated effectively with parents regarding student progress, fostering relationships that support educational goals.
- Participated in professional development workshops to refine teaching practices and stay updated on educational trends.
Education
Master of Arts (M.A.) - Technical Writing
Bowling Green State University
Bowling Green, OH, US12.2019
Bachelor of Arts (B.A.) - Communication
Mississippi State University
Mississippi State, MS, US07.2012
Skills
- Customer relationship management
- Customer service
- Network troubleshooting
- Empathy and patience
- Technical troubleshooting
- Training and coaching
- Mobile device support
- Telecommunications
- Escalation handling
- Remote support
- Recordkeeping skills
- Security protocols
Timeline
Onsite Support Specialist (Contractor)
Briljent
04.2025 - Current
AI Content Writer (Contractor)
Global Logic
07.2024 - 04.2025
Application Analyst (Contractor)
St. Jude Children's Research Hospital
10.2023 - 06.2024
Training and Change Management
Quality Contact Solutions
10.2020 - 10.2023
Educator
Desoto County Schools
09.2009 - 07.2020
Bachelor of Arts (B.A.) - Communication
Mississippi State University
Master of Arts (M.A.) - Technical Writing
Bowling Green State University