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Skills

  • AP/AR proficiency
  • Cross-functional team collaboration
  • Administrative support
  • Technical support
  • Grant report writing
  • Client relationship building
  • Sage 50 US proficiency
  • Knowledgeable in QuickBooks
  • Classroom supplies ordering
  • Emergency response training

Work Experiences

  • Used QuickBooks to update client information in the company database.
  • By collaborating with staff to share and implement best practices, I was able to exceed specific team goals.
  • Organized meetings with other department heads and acted as the main point of contact for sales and engineering personnel.
  • Weekly and monthly reports and presentations were created by me.
  • Invented
  • Sought advice.
  • Directed visitors to the appropriate member of staff or meeting location.
  • Organized meetings and set up meeting rooms.
  • Examined how to effectively manage warehouse inventories by utilizing business items.
  • Made a proposal

Summaries

  • Proficient in promoting standard by leveraging process improvement and risk assessment knowledge.
  • Articulate
  • By treating all employees and visitors with respect, the company's atmosphere has improved.
  • Multidisciplinary professional demonstrating key techniques in policy, procedure, and process improvement initiatives to reduce labor, boost productivity, and maintain quality in all aspects of administrative support.
  • Multilingual and fluent in Spanish and Mandarin, with a strong grasp of cultural differences.
  • Client Support Specialist with over 5 years of experience working for companies in the Computers Hardware market.
  • Customer service and engagement skills are exceptional in this motivated Administrative Assistant.
  • A dedicated and enthusiastic Client Support Specialist who is capable of working independently or as part of a team.
  • Motivating leader who has built and managed system teams in the past.
  • Service-driven

Accomplishments

  • Implemented a comprehensive onboarding process for clients that increased client satisfaction scores by introducing customized service packages.
  • Vendor Management: Negotiated low vendor rates for office supplies.
  • Implemented a new ticketing system that reduced missed client inquiries by 54% and improved team efficiency in handling incoming requests.
  • Delivered detailed reports on key performance indicators (KPIs) related to client satisfaction and service turnaround times to senior management on a monthly basis.
  • Acted as the point of contact for VIP clients, delivering white-glove service, resulting in a 51% increase in their overall satisfaction and retention.
  • Data Reporting: Compiled statistical data, such as patient admissions, discharges, deaths, births and types of treatment given.
  • Updated and maintained company database to reflect current and accurate client records for more than 3 accounts.
  • Completed payroll for staff of 16 direct reports.
  • Inventory Management: Managed inventory and office budgeting for supplies for busy office of 11.
  • Assisted 13 clients daily via live chat, phone, and email while maintaining a resolution rate of 32% within three years.

Affiliations

  • Member of the Global Association for Contact Center & Customer Service Professionals
  • Active participant in Customer Success Forum (2019–Present)
  • Member of the Association of Support Analysts (2017–Present)
  • Completed Advanced CRM and Ticketing Systems Certification from Workday (2022)
  • Attendee at the International Customer Management Institute (ICMI) Conference (2019)
  • Member of the Association of Support Professionals (2022–Present)
  • Certified in Advanced Customer Recovery Techniques from process (2022)
  • Alumni of the Digital Customer Service Strategy Program at procedure (2023)
  • Certified in ITIL Foundations through Axelos (2018)
  • Active member of the Help Desk Institute (HDI) (2024–Present)

Certifications

  • CompTIA Network+
  • Certified Client Service Support Specialist (CCSSS)
  • Cisco Certified Network Associate (CCNA)
  • Microsoft Certified Systems Engineer (MCSE)
  • Apple Certified Associate (ACA)
  • Certified Client Success Consultant - Cedar Works
  • HubSpot Academy Customer Support Certification
  • Microsoft Office Specialist (MOS)
  • Framework, Microsoft Office Specialist: Certificate
  • Certified Technology Specialist (CTS)

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