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Skills

  • Software diagnosis
  • Customer service expert
  • MS Office
  • Client insights generation
  • Supervision
  • Formalized customer communication protocols
  • Application support
  • Cross-functional team collaboration
  • Corporate accounts retention
  • Internal systems training facilitation

Work Experiences

  • Addressed high complexity issues.
  • Collaborated with cross-functional teams.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Analyzed monthly client feedback.
  • Achieved 62% faster troubleshooting.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Communicated changes to clients.
  • Increased company revenue by 17% beyond two years targets by upselling products and services.
  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.

Summaries

  • Achieved a consistent 17% retention rate.
  • Dedicated to learning, growing, and succeeding in Computers Software.
  • Adept at implementing actionable insights.
  • Supporting hardware and software issues for initiative computer systems is a skillful Associate Client Support Consultant.
  • Costs were consistently reduced while profits were increased.
  • Achieved a first-contact resolution rate of 80% %.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Associate Client Support Consultant with a focus on data-driven insights to track client progress and influence project outcomes.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Enhances system performance by analyzing and correcting various hardware and software issues.

Accomplishments

  • Led quality assurance testing of new support tools, discovering and documenting 17 critical bugs impacting QuickBooks.
  • Assisted in cross-functional team projects, contributing to the successful rollout of new HubSpot to 4 customers.
  • Managed the deployment of Power BI, ensuring seamless transitions and decreasing setup time by 17%.
  • Contributed to the launch of a client success program that increased NPS (Net Promoter Score) by 68% in 2022.
  • Led process improvement initiatives based on client feedback, resulting in a 77% increase in the company's overall Net Promoter Score (NPS).
  • Resolved product issue through consumer testing.
  • Developed user training materials that led to a 33% reduction in service requests over the past year, enhancing operational efficiency.
  • Optimized ticket workflows by standardizing responses, improving resolution times by 63% for common inquiries.
  • Documented and resolved method which led to initiative.
  • Supervised updates to the internal knowledge base, ensuring timely addition of 6 new articles and reducing escalations by 35%.

Affiliations

  • Customer Experience Thought Leaders (LinkedIn)
  • Society of Human Resource Management
  • American Marketing Association
  • Rotary International
  • American Medical Informatics Association
  • Association for Computing Machinery (ACM)
  • Customer Experience Professionals Association (CXPA)
  • Service Delivery Leaders Network
  • Technical Support Alliance Network (TSANet)
  • International Association of Helpdesk and Support Professionals (IAHSP)

Certifications

  • Oracle Autonomous Database Cloud (OAD) Specialist
  • ITIL Foundation Certification in Service Management
  • Google Cloud Certified - Associate Cloud Engineer
  • Salesforce
  • Certified Public Accountant (CPA)
  • HDI Technical Support Professional Certification
  • Certified Business Analysis Professional (CBAP)
  • Certified Information Systems Auditor (CISA) - Vantage
  • Google IT Support Professional Certificate
  • Salesforce Certified Service Cloud Consultant - 2022

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