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Skills

  • Conflict de-escalation techniques
  • Project organization
  • Training and onboarding
  • Process improvement
  • Business analysis
  • Customer relationship management (CRM) platforms
  • Event management
  • Servers expertise
  • Project management
  • Vendor management

Work Experiences

  • Had an excellent attendance record and was always on time for work.
  • Transported Workday to the past year customer locations.
  • Achieved a 77% improvement in Net Promoter Score (NPS).
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Created industry best practices and standards by standardizing job tasks and training junior team members.
  • Addressed usability issues.
  • Assisted in the rollout of Adobe Creative Suite to the community, leading to 18 new registrations and earned recognition with a Outstanding Service Award in 2015.
  • Made recommendations for upgrades to the information technology infrastructure.
  • Oversaw the delivery of category project by method team, which resulted in system.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.

Summaries

  • Adept at utilizing community data.
  • Adaptable and results-focused.
  • Adept at managing forums.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the category business.
  • Added 5 new members in 2016.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Within Community and Public Service, senior Community Support Coordinator and outstanding performer in quality assurance and vendor management.
  • Community Support Coordinator with 3 years of successful strategic planning and process improvement experience.
  • Committed to addressing key support challenges.
  • Consistently improved response accuracy.

Accomplishments

  • Collaborated with team of 9 in the development of framework.
  • Analyzed feedback from over 18 community members to implement improvements in support resources, streamlining workflows and increasing efficiency by 70%.
  • Collaborated with stakeholders to design a self-service knowledge base that reduced support inquiries by 80% within 8 months.
  • Developed and maintained a database tracking system containing over 17 user requests, reducing data processing times by 49%.
  • Managed relationships with key stakeholders, securing an additional $18 in grants for community support projects while fostering a 33% funding increase year-over-year.
  • Orchestrated a community support awareness campaign reaching over 46% of users through newsletters and social media integrations.
  • Secured an increase of $12 in allocated budget by highlighting support efficiency improvements and member satisfaction statistics from 2020.
  • Drafted and executed an engagement strategy that led to 6 new community enrollments, boosting overall participation by 66%.
  • Created a user feedback loop that enabled bi-weekly improvements to our support platform, resulting in a 60% decrease in support resolution times.
  • Implemented a real-time monitoring and reporting system that increased transparency on community support issues, reducing escalations by 20%.

Affiliations

  • Customer Success Association
  • Community Roundtable Membership for Community Management Leaders
  • Certified Customer Experience Professionals (CCXP) Program
  • Net Promoter System Practitioners Group
  • International Community Development Society (ICDS)
  • International Virtual Assistants Association (IVAA)
  • Local Chamber of Commerce Membership for Community Networking
  • Association of Information Technology Professionals
  • Freemason
  • Association for Supply Chain Management (APICS)

Certifications

  • Certified in Customer Experience (Ironclad Systems)
  • Microsoft Certified Systems Engineer (MCSE)
  • Project Management Professional (PMP)
  • Collaboration and Teamwork Certificate (procedure)
  • CompTIA Network+
  • SHRM Certified Professional (SHRM-CP)
  • First Aid/CPR Certified
  • HubSpot Customer Service Software Certification - 2019
  • Certified Public Accountant
  • Certified Public Accountant (CPA)

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