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Skills

  • Operational improvement
  • Collaborative problem-solving with internal departments like operations
  • Empathy and active listening in customer interactions
  • Case resolution optimization, reducing resolution times by 53%
  • Client needs assessments
  • Implementation of customer feedback systems leading to actionable insights
  • Project organization
  • Cross-functional collaboration with technical teams to resolve customer issues
  • Analytical thinking and pattern recognition in case trends
  • Escalation management with proven reduction in reopen rates by 39%

Work Experiences

  • Coordinated team development activities and trainings with senior case managers.
  • Analyzed customer feedback.
  • Transported Tableau to 18 months customer locations.
  • Automated common customer inquiries.
  • Analyzed case trends.
  • Collaborated cross-functionally with customer success to resolve customers' technical issues, improving first-call resolution rates by 31%.
  • Achieved 65% improvement in processing time for feature requests.
  • Collaborated with third-party vendors to manage cross-channel customer cases, resolving issues for 66% of inquiries within 6 months.
  • Saved $8 by putting in place cost-cutting measures that addressed long-standing issues.
  • Analyzed support case metrics.

Summaries

  • Achieved a consistent CSAT score of 28% and above.
  • Well-organized, hardworking, and committed to increasing support to meet growing demands.
  • Adept at automated inquiry resolution, which has freed up time for tackling complex customer cases, improving operational efficiency by 77%. Proficient in method.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the initiative business.
  • Created a 17% smoother workflow between technical support and customer service teams.
  • Achieved 57% fewer support requests.
  • Achieved resolution rates of 46% within 24 hours.
  • Consistently maintained a satisfaction rating of 56%.
  • Boosted CSAT scores by 27%.
  • Adept at streamlining communication and resolution processes.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved product issue through consumer testing.
  • Optimized ticketing workflows leading to a reduction in average case resolution time by 82% over several months.
  • Utilized program to manage a daily caseload of 4, ensuring proper documentation and tracking for all customer interactions.
  • Initiated weekly cross-team case review meetings, increasing collaboration and decreasing escalations by 81% over one year.
  • Consistently achieved customer satisfaction ratings of 82% or higher through empathetic communication and effective case management.
  • Collaborated with the product team to resolve recurring technical issues, leading to a reduction in case volume by 57% over 18 months.
  • Regularly cross-trained with peer departments like Sales and Technical Support, fostering a multi-disciplinary approach to case resolution.
  • Liaised between customer care and the technical support team to streamline the handoff process, reducing cross-functional delays by 24%.
  • Provided personalized customer support across various communication channels which contributed to maintaining a satisfaction score of 36%.

Affiliations

  • National Association of Call Centers (NACC)
  • Business Process Improvement (Six Sigma)
  • Microsoft Certified Professional (MCP)
  • Freemason
  • International Association of Administrative Professionals
  • American Society of Safety Professionals
  • Toastmasters
  • Association of Business Process Management Professionals (ABPMP)
  • Lean IT Association (LITA) Certification
  • Project Management Institute (PMI) Member

Certifications

  • Conflict Resolution Certification – Meridian
  • Certified Public Accountant
  • Cisco Certified Network Associate (CCNA)
  • ITIL Foundation Certification in IT Service Management
  • Certified Manager of Customer Care (CMCC) - Brightline
  • Customer Communication Fundamentals Certification
  • Certified Support Operations Professional - Jira
  • Salesforce
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Client Relations Professional (CCRP)

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