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Skills

  • Network development and administration
  • Project organization
  • Budgets
  • Community health analysis
  • Organization
  • Business operations
  • Technical analysis
  • Operational improvement
  • Relationship development
  • Conflict de-escalation techniques

Work Experiences

  • Contributed to securing funding for community projects.
  • Achieved 8% growth in overall community interactions.
  • Achieved results within several months.
  • Collaborated with technical support teams.
  • Collaborated directly with stakeholders to create a knowledge-sharing platform that reduced support requests by 18%.
  • Boosted resolution time.
  • Looked for industry trends on social media and through online sources.
  • Had an excellent attendance record and was always on time for work.
  • Collaborated with technical support teams to create triage protocols that resulted in faster issue resolution and a 73% improvement in first response times.
  • Built and maintained 8 long-term relationships with stakeholders, contributing to securing funding for ongoing community projects valued at $11.

Summaries

  • Within Community and Public Service, senior Community Support Coordinator and outstanding performer in quality assurance and vendor management.
  • Coordinated support efforts across 12 teams.
  • Amplified impact.
  • Costs were consistently reduced while profits were increased.
  • Achieved a 62% satisfaction rate.
  • Community Support professional passionate about optimizing response workflows and improving customer satisfaction rates. Established a system that decreased response time by 63%, enhancing user feedback and engagement.
  • Years of progressive IT experience 9.
  • Adept at utilizing community data to provide actionable insights, which resulted in a 54% reduction in inquiries and increased resolution accuracy for complex customer cases.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved a 45% improvement in user experience.

Accomplishments

  • Secured an increase of $12 in allocated budget by highlighting support efficiency improvements and member satisfaction statistics from 2020.
  • Managed relationships with key stakeholders, securing an additional $18 in grants for community support projects while fostering a 33% funding increase year-over-year.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Enhanced community support offerings by driving the adoption of Power BI tools, improving resolution accuracy by 66%.
  • Collaborated with team of 9 in the development of framework.
  • Led a cross-functional team to implement a community support program, achieving a 56% increase in user satisfaction.
  • Drafted and executed an engagement strategy that led to 6 new community enrollments, boosting overall participation by 66%.
  • Established key relations with 5 community partners, driving significant improvements to community program funding by a total of $15.
  • Established community outreach initiatives that grew membership by 55% and increased engagement across Adobe Creative Suite platforms.
  • Organized and executed 6 community events which significantly contributed to user engagement and a 81% rise in event attendance.

Affiliations

  • Association of Information Technology Professionals
  • Global Community Support Leaders Alliance (GCSLA)
  • American Society of Safety Professionals
  • National Customer Service Association (NCSA)
  • Project Management Institute
  • Freemason
  • Nonprofit Technology Network (NTEN)
  • Local Chamber of Commerce Membership for Community Networking
  • Community Roundtable Membership for Community Management Leaders
  • ASAE: The Center for Association Leadership

Certifications

  • Cisco Certified Network Associate (CCNA)
  • Certified in Customer Experience (Ironclad Systems)
  • Certified Public Participation Professional (IAP2 USA)
  • Certificate in Public Speaking for Community Leaders (Northwind)
  • Crisis Prevention and Intervention Certification Meridian
  • Customer Service Excellence (Service Skills Academy)
  • Project Management Professional (PMP)
  • Customer Retention Specialist (Professional Development Group)
  • First Aid/CPR Certified
  • Community Engagement Certification (framework)

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