Jean Titus

• Core member of the Account Takeover Operations (ATO) team for Twilio and SendGrid, managing highly sensitive cases involving account hack and compromises, ACE policy enforcement, IP ACL enablement, ATO refunds, DSR requests (deletion, access, unsubscribe), A2P and TFV Review and Rejections, SMS pumping, and Exposed credentials (Twilio & SendGrid).
• Handled complex security documentation (SOC reports, etc.) and legal documentation (NDAs), ensuring compliance and timely delivery for customer and internal requests.
• Coordinated phone number provisioning, transfers, and porting for high-impact cases, ensuring timely resolution and compliance.
• Project lead for the Macro Review initiative—created and maintained comprehensive internal documentation, oversaw macro addition, review, deletion, and modification, directly improving support efficiency and accuracy.
• Designed team shift schedules, mentored and trained new hires, delivered refresher sessions, and supported junior engineers through TSE3 escalations and ongoing guidance.
• Successfully managed multiple high-impact escalations, consistently maintained SLAs and metrics, and received strong performance ratings for reliability and results.
• Raised and implemented project enhancement requests, streamlining workflows and improving customer experience through targeted process improvements.
• Collaborated with Fraud Ops, Abuse Ops, TFV Onboarding, A2P Onboarding, Privacy & Legal, Supportability, Messaging & Voice, Billing, and Accounts Admin teams to resolve complex customer issues, enhancing cross-functional communication and customer satisfaction.
• Daily use of Snowflake, Sequel Ace, BigQuery, Splunk, Looker, Salesforce, Zuora, Zygops, Kibana, and Airtable for data analysis, troubleshooting, reporting, and workflow automation.
• Expert in Zendesk and Flex for multi-channel support (email, chat, calls) and compliance case management.

Advanced Tool Proficiency:

• Daily use of Tools such as Snowflake, Sequel Ace, BigQuery, Splunk, Looker, Salesforce, Zuora, Zygops, Kibana, and Airtable for data analysis, troubleshooting, reporting, and workflow automation.
• Expert in Zendesk and Flex for multi-channel support (email, chat, calls) and compliance case management.

• Facilitated global onboarding of Single Sign On for DocuSign applications and services.
• Supported customer inquiries on SSO-related issues through project closure.
• Successfully handled 300+ projects with no escalations with major customer satisfaction.
• Coordinated with coworkers to complete project tasks efficiently.
• Responded quickly to meet customer needs and resolve problems.
• Committed to delivering excellent customer service while working in a fast-paced environment.
• Met deadlines while maintaining high-quality deliverables.

• Resolved technical issues related to AD access, Windows, Office products, system and security compliance, and mobile device management in a B2B environment.
• Provided comprehensive support for Windows on Mac, Windows security, BitLocker, Windows Insider, disk partitions, and installation and uninstallation of Windows, while configuring computers and troubleshooting various office app issues, particularly with Outlook.
• Supported customers in utilizing Microsoft products, including Windows and Office, ensuring effective usage and troubleshooting.
• Provided global support for Accenture employees, addressing technical inquiries and issues.
• Achieved #1 or #2 rankings for overall performance consistently in monthly metrics and in customer satisfaction ratings and hence was given a chance to train new joiners on the process, had experience in creating own kb's.
• Demonstrated courtesy and strong interpersonal skills in all customer interactions and resolved 99.2% of incoming tickets without escalation.