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Skills

  • Complaint resolution
  • Customer Relationship Management (CRM) Software Proficiency
  • Stocking and replenishing
  • Staff education and training
  • Warehousing functions
  • Data entry
  • Key stakeholder relationship building
  • Professional telephone demeanor
  • First-call resolution (FCR) optimization
  • Hardware diagnostics and repair

Work Experiences

  • Welcomed, greeted, and assisted customers, generating $14 in 18 months revenue in a high-traffic store.
  • Taught new employees about the company's operations, policies, and services.
  • Provided clients with basic technical support for a variety of method company products.
  • Averaged 7 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Ensure that customers and internal departments are properly communicated with.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Processed 6 invoices and mailed documentation to clients each three years.

Summaries

  • Expert at providing relevant information and options for resolving problems effectively.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Customer Support Technician with 5 years of successful client relations and cross-functional collaboration experience.
  • Under duress, personable and professional.
  • Service-oriented team player with a track record of providing high-quality support in the Computers Software for 2 years.
  • Costs were consistently reduced while profits were increased.
  • HubSpot expert with experience in team leadership services.
  • Dedicated to meeting and exceeding process objectives through effective communication and initiative abilities.
  • Recognized on a regular basis for outstanding performance and contributions to the Computers Software industry's success.
  • SAP expert with 14 years of experience in related roles.

Accomplishments

  • Resolved 8 customer support tickets daily, maintaining an average response time of under 8 minutes.
  • Collaborated on software deployment planning, which reduced customer downtime by 66%.
  • Provided direct technical support to customers using Power BI, leading to a customer success rate of 64%.
  • Automated common troubleshooting steps, decreasing average call handle time by 15 minutes.
  • Coordinated cross-team efforts in troubleshooting and resolving complex customer complaints, improving resolution speed by the past year.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Documented and resolved metric which led to system.
  • Worked alongside developers to test and resolve application bugs, reducing support requests for that feature by 49%.
  • Enhanced user documentation for Workday, reducing onboarding time for customers by 52%.
  • Resolved product issue through consumer testing.

Affiliations

  • Service Desk Institute (SDI) Membership
  • Customer Experience Professionals Association (CXPA)
  • Information Technology Infrastructure Library (ITIL) Foundation
  • Remote Technical Support Association
  • Lions Club
  • International Customer Support Association (ICSA)
  • Technical Support Analyst Association
  • Product Support Specialists Forum
  • CRM Software Certification Group (HubSpot, Salesforce, Zendesk, etc.)
  • Apple Certified Support Professional (ACSP) Network

Certifications

  • CRM Certification – QuickBooks
  • CompTIA A+ Certification
  • CompTIA A+ Technician
  • First Aid/CPR Certified
  • Certified Public Accountant
  • SHRM Certified Professional (SHRM-CP)
  • Six Sigma Yellow Belt for Process Improvement
  • CompTIA Security+ Certification
  • Salesforce
  • HDI Support Center Manager (SCM)

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