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Schedule Interview NowMy name is LaToya A. and I have over 2 years of experience in the tech industry. I specialize in the following technologies: Customer Support, Helpdesk, Business Operations, Automated Workflow, Optimization Modeling, etc.. I hold a degree in Associate of Arts (AA), Bachelor of Arts (BA), Associate of Science (AS), . Some of the notable projects I’ve worked on include: Technical Customer Support for SaaS — High Volume, Empathy & Speed, CRM Onboarding Automation with Shape, Typeform & Zapier, Lessons from Building a Support Engineering Team, Top Zendesk Integrations for High-Performing SaaS & Startup Teams, Bulk Sending via HelloSign API – Code Example, etc.. I am based in Menifee, United States. I've successfully completed 7 projects while developing at Softaims.
I specialize in architecting and developing scalable, distributed systems that handle high demands and complex information flows. My focus is on building fault-tolerant infrastructure using modern cloud practices and modular patterns. I excel at diagnosing and resolving intricate concurrency and scaling issues across large platforms.
Collaboration is central to my success; I enjoy working with fellow technical experts and product managers to define clear technical roadmaps. This structured approach allows the team at Softaims to consistently deliver high-availability solutions that can easily adapt to exponential growth.
I maintain a proactive approach to security and performance, treating them as integral components of the design process, not as afterthoughts. My ultimate goal is to build the foundational technology that powers client success and innovation.
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Salesforce
Provided email-based technical customer support for creatives using a SaaS platform. Resolved 1,158 tickets in 30 days while maintaining a 96% Customer Happiness Score. Delivered clear, empathetic responses with an average 2-minute handle time and 76% first-contact resolution. Proficient with HelpScout, Slack, Stripe, and knowledge bases. Focused on clear communication, fast resolutions, and customer success.
I built an automated onboarding workflow using Shape CRM, Zapier, Typeform, and Everfit. This included creating automations based on lead status, task generation, reminders, priority lead views, and cross-platform coordination. I collaborated with the internal team to align each onboarding phase and tier, ensuring smooth handoffs and high-touch communication. This system reduced manual work and improved client tracking for trainers.
In this blog post, I share key insights from building a support engineering team from scratch. From hiring the right talent to creating efficient workflows, I discuss the challenges, lessons learned, and strategies that helped shape a high-performing team. Whether you're scaling a startup or optimizing existing support operations, these takeaways can help guide your approach. Check it out for practical advice on team-building and leadership in support engineering!
Supercharge Your Zendesk: Best Integrations for SaaS & Startup Teams Boost Productivity, Collaboration, and Customer Experience
At Dropbox Sign (formerly HelloSign), I created a detailed API guide on how developers can bulk-send documents using templates. This code-focused article provided step-by-step implementation details, helping businesses automate document workflows at scale. My work empowered developers, reduced friction in API adoption, and enhanced self-service troubleshooting.
Associate of Arts (AA) in
2024-01-01-2025-01-01
Bachelor of Arts (BA) in
2019-01-01-2020-01-01
Associate of Science (AS) in
2006-01-01-2008-01-01
in Computer science
2017-01-01-2018-01-01