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Skills

  • Administrative support
  • Data-driven decision making
  • Project organization
  • Troubleshooting proficiency
  • CCTV
  • Application installations
  • Team management
  • Customer behavior analytics
  • Organization
  • Process improvement

Work Experiences

  • Carried out proactive follow-ups for unresolved issues, ensuring over 78% of cases closed within service level agreement (SLA) timeframes.
  • Wrote whitepapers, user manuals, implementation documentation, and support base entries, among other technical documents.
  • Assisted standard customers with data connectivity issues, including troubleshooting and hardware rebooting.
  • Responded to 4 individual tickets to provide SAP and QuickBooks end-user support every week.
  • Assumed the role of shift lead, coordinating workflows, team performance, and escalations, boosting team productivity by 69% during high traffic periods.
  • Actively participated in the design and implementation of a new automated ticketing system, cutting case response times by 44%.
  • Collaborated with internal product development teams.
  • Assumed the role of shift lead.
  • Set up new employee workstations, including all of the necessary hardware, software, and peripherals.
  • Used method and category techniques to perform routine server and system maintenance, ensuring that networks remained fully operational during peak periods.

Summaries

  • Ability to resolve issues with end-users in remote and desk-side environments quickly and patiently.
  • Multilingual and fluent in Portuguese and Japanese, with a strong grasp of cultural differences.
  • Results-oriented Customer Service professional with strategic planning, process improvement, and cross-functional collaboration strengths.
  • CPA and ITIL are her areas of expertise.
  • Performance reporting Committed to identifying and leveraging opportunities for growth, with a proven ability to build effective teams.
  • Call Center Support Specialist and team leader with 8 years of experience in framework settings.
  • Customer Service student seeking hands-on experience through an internship in data analysis.
  • Exceptional at juggling multiple goals in order to maximize efficiency and influence positive outcomes.
  • SAP and Jira experts with exceptional interpersonal skills.
  • Call Center Support Specialist capable of assisting process users in resolving issues with computer systems, mobile devices, and peripheral equipment.

Accomplishments

  • Collaborated with cross-functional teams to identify and implement process improvements, reducing average call handling time (AHT) by 70%.
  • Mentored junior call center agents, improving team adherence to quality monitoring metrics and reducing overall escalations by 6%.
  • Worked collaboratively with product teams to update troubleshooting procedures post product update, significantly decreasing related service call issues by 56%.
  • Handled high-value customer escalations for VIP clients, successfully resolving 34% of cases within one year and enhancing customer retention.
  • Introduced weekly performance check-ins with a focus on call quality improvement, resulting in a 36% lift in team quality assurance scores.
  • Relied on data-driven insights to develop a set of predictive customer-issue FAQs, leading to a 35% reduction in repeat calls.
  • Participated in a company-wide initiative to embed AI-driven tools into customer service practice, improving ticket resolution speed and cutting response times by 17 minutes.
  • Led a team during high-volume shifts by coordinating workflows and managing escalations, increasing overall team productivity by 20% during peak seasons.
  • Utilized call tracking and data reporting to identify key areas of improvement, which resulted in a 41% decrease in average hold time.
  • Delivered exceptional service regarding product purchases and upgrades, boosting customer retention by 50% and product sales conversions by 68%.

Affiliations

  • Affiliate, Global Upselling and Cross-Selling Professionals Network – Specializing in upselling techniques to enhance customer relationships and sales metrics.
  • Member, Tableau Support Specialist Affiliation Group – Collaborated for continuous improvements in technical support procedures.
  • Member, American Association of Inside Sales Professionals (AA-ISP) - Engaged with peers on developing successful upselling and cross-selling strategies.
  • Member, Help Desk Institute (HDI) - Active participant in knowledge sharing and best practices for effective technical support.
  • Member, International Help Desk and Support Association - Engaged in continuous learning and collaboration to resolve complex inquiries effectively.
  • Member, Society of Workforce Planning Professionals (SWPP) - Focusing on workforce management and optimization in call center environments.
  • Participant, Call Center Strategies Forum - Focused on improving key support metrics such as customer satisfaction and first-call resolution (FCR).
  • Member, Customer Contact Week (CCW) - Joined discussions on future trends in contact center operations and customer service technology.
  • Attendee, Global Customer Support Strategies Summit – Gained actionable insights into improving technical troubleshooting and customer engagement.
  • Affiliated with Global Technical Support Professionals Organization – Focused on reducing service downtime through collaboration and process improvements.

Certifications

  • Professional in Customer Service (PCS) – program
  • Certified Call Center Manager (CCCM) - Brightline
  • Certified Public Accountant (CPA)
  • VoIP & Networking Certification – Cedar Works
  • Certified Customer Experience Professional (CCXP) - metric
  • Salesforce
  • American Academy of Financial Management (AAFM)
  • ServSafe
  • First Call Resolution Specialist Certification – framework
  • Association for Project Management (APM)

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