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Skills

  • Risk management processes and analysis
  • Food preparation
  • Document scanning
  • Organization
  • Conflict resolution
  • Budgets
  • Inspection reviews
  • Data recovery
  • Technical documents comprehension
  • Problem resolution

Work Experiences

  • Set up workstations for employees by configuring hardware, devices, and software.
  • Used quality assurance and process improvement to maintain servers and systems, ensuring that networks remained fully operational during peak periods.
  • Successfully led key projects that yielded a category.
  • Solved
  • Responded quickly to customer concerns and resolved system issues using workflow optimization and data analysis.
  • Established
  • Gave customers clear demonstrations of alarm systems so they could learn how to use each feature.
  • Invented
  • Started it.
  • Kept meticulous records of what customers wanted and ordered, which helped to boost profits when they returned at a later date.

Summaries

  • Adaptable, tenacious, and capable project manager with over 2 years of experience leading teams, resolving conflicts, networking with prospects, and managing budgets to maximize profits.
  • Focused on customer service
  • Valuable and hardworking employee with a track record of converting cold calls into profitable sales relationships.
  • Innovative
  • Ambitious
  • Subject matter expert on Adobe Creative Suite with exceptional skills and knowledge in strategic planning.
  • Dedicated to learning, growing, and succeeding in Computers Software.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Expertise in overseeing product development from concept to completion, including packaging design, marketing, and promotional materials.
  • Enhances system performance by analyzing and correcting various hardware and software issues.

Accomplishments

  • Monitored key product performance and user feedback during 6 months, improving customer onboarding time by 62% minutes.
  • Collaborated with engineering teams to create service-level agreements (SLAs) that improved response times for major client accounts by 59% minutes on average.
  • Worked cross-functionally to support the launch of Workday ensuring ticket resolution for 6 clients was processed within SLA targets.
  • Trained junior team members on handling high-volume inbound cases, improving first-contact resolution by 72%.
  • Delivered key insights via weekly presentations on customer trends and pain points, leading to process adjustments that improved overall team efficiency by 34%.
  • Utilized standard to automate the ticket prioritization process, resulting in a 74% faster resolution for high-priority cases.
  • Collaborated with team of 13 in the development of framework.
  • Analyzed product launch technical support requests, influencing the development team to refine user interfaces to lower customer confusion by 26%.
  • Optimized live chat support workflows, achieving a reduction in average response time by 18 minutes per interaction.
  • Resolved product issue through consumer testing.

Affiliations

  • Global Association for Customer Service Analysts and Consultants
  • Customer Experience Professionals Association (CXPA)
  • Project Management Institute (PMI) Boston Chapter Member
  • Association for Software Testing (AST)
  • Freemason
  • Rotary International
  • Association for Computing Machinery
  • Society for Customer Service Innovation
  • Certified Technical Trainer (CTT+)
  • Information Technology Infrastructure Library (ITIL) Foundation Certification

Certifications

  • Professional Help Desk Certification from Global Help Desk Services
  • Certified Public Accountant (CPA)
  • CompTIA Customer Service Excellence Certification
  • Professional Scrum Master (PSM) I Certification
  • HubSpot Service Hub Software Certification
  • Microsoft Certified Systems Engineer (MCSE)
  • Cisco Certified Network Associate (CCNA)
  • Microsoft Certified: Dynamics 365 Fundamentals
  • Certified Help Desk Manager (CHDM) by HDI
  • FCR (First Contact Resolution) Specialist Certification by Ironclad Systems

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