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Skills

  • Customer satisfaction score improvement
  • Escalation protocol adherence
  • Team building
  • Adaptability to new technologies
  • Process improvement
  • Hardware troubleshooting (framework)
  • Customer relationship management (CRM) tools
  • Cloud-based platform migration
  • Operational improvement
  • Data querying (system)

Work Experiences

  • Achieved 15% customer satisfaction ratings.
  • Conducted team performance analysis.
  • Contributed to software performance improvements.
  • Collaborated with product teams.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Addressed issues related to Asana.
  • Achieved zero downtime during migration.
  • Collaborated with the QA team to reproduce errors and provide detailed bug reports, significantly reducing the time to resolve issues during product initiative.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.

Summaries

  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Award-winning Technical Customer Support Specialist.
  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • Achieved a 25% reduction in escalated tickets.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Subject matter expert on Salesforce with exceptional skills and knowledge in performance reporting.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Achieved SLA targets consistently.
  • Achieved results over three years.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Worked directly with the engineering team to resolve recurring technical issues in Adobe Creative Suite, resulting in a 22% decrease in ticket volume over 6 months.
  • Monitored key system metrics and proactively resolved standard, avoiding 13 hours of system downtime and ensuring continuous service.
  • Led a team of 18 support agents that consistently achieved a 42% first-call resolution rate, improving customer satisfaction and reducing average handle time.
  • Analyzed monthly support metrics and provided recommendations to upper management, resulting in a 43% decrease in overall ticket backlog.
  • Upskilled customer support teams through technical workshops on Salesforce, leading to a measurable 61% improvement in team performance.
  • Introduced a self-service troubleshooting portal for end-users, resulting in a 34% reduction in low-priority ticket submissions.
  • Provided tier 2 technical support for 14 API integrations, with a 25% customer satisfaction (CSAT) improvement across our developer community.
  • Resolved escalated cases involving critical technical issues in HubSpot, contributing to a 61% increase in customer retention.
  • Proactively identified gaps in customer experience, introducing initiative that led to 66% improvement in customer satisfaction scores.

Affiliations

  • Member of Global Tech Support Professional Forum (GTSPF)
  • Technical Support Professionals Association
  • Society of Human Resource Management
  • Society of Women Engineers
  • Lions Club
  • Association for Supply Chain Management (APICS)
  • Member of the International Institute of Business Analysis (IIBA)
  • Rotary International
  • Pearson IT Certification Membership
  • Association of Support Professionals (ASP)

Certifications

  • SaaS Customer Support Certification
  • Certified Business Analysis Professional (CBAP)
  • Certified ScrumMaster (CSM)
  • Certified Information Technology Professional (CITP)
  • Salesforce Certified Service Cloud Consultant
  • Certified Software Support Specialist Salesforce
  • Certified Public Accountant
  • CompTIA A+ Certification
  • Certified Customer Experience Professional (CCXP)
  • First Aid/CPR Certified

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