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Skills

  • Goal setting
  • First Aid/CPR
  • Schedule management
  • Cross-functional team management
  • Project organization
  • Customer issue escalation management
  • Purchasing and planning
  • Insurance billing
  • Employee development
  • Financial administration

Work Experiences

  • Created, implemented, and updated policies to keep the company flexible and responsive to changing market conditions.
  • Set a sales budget for all prime costs, loss of goods, and controllable items to improve cash flow.
  • Improved resource allocation while keeping expenses under tight control.
  • Used performance reporting and risk assessment to implement business strategies to increase revenue and expand into new markets.
  • Kept track of inventory levels on a 18 months basis and placed new merchandise orders to keep supplies stocked.
  • Analyzed financial statements and metric reports to track system performance and come up with ways to improve and cut costs.
  • Created reports that included project information and forecasts.
  • Provided Customer Service and Customer Service clients with business management and leadership skills.
  • Promoted professional skill development in initiative and method employees through effective training, management, and motivation.
  • Created and managed the annual operating budget, ensuring that controls were in place and that overages were avoided.

Summaries

  • Customer Support Team Manager with 16 years of experience in operations management, directing standard and category daily activities.
  • With hands-on experience, eager to learn new skills and advance knowledge.
  • Looking for an exciting organization with which to build a successful career.
  • Adaptable and deadline-driven, with the ability to manage and complete multiple projects in high-stress situations.
  • Program, initiative, and standard are all available.
  • Looking forward to taking on a new challenge with a successful team.
  • Salesforce and Adobe Creative Suite experts with exceptional interpersonal skills.
  • Customer Support Team Manager is a focused and diligent Customer Support Team Manager with over 4 years of experience in maintaining smooth business operations.
  • Expert planner and problem-solver with a track record of business leadership.
  • Strategic thinker with expertise in workflow optimization.

Accomplishments

  • Redesigned team workflows that cut ticket backlogs by 13% and resulted in 3 consecutive months of hitting resolution time SLAs.
  • Drove the optimization of support team performance using QA tracking, achieving a 64% increase in service accuracy across 4 regions.
  • Revamped the customer feedback intake process, improving the resolution rate of CSAT feedback by 67% within 4 months.
  • Implemented new live chat software that decreased first response time (FRT) by 18% and enhanced multi-channel support, improving NPS by 47% points.
  • Launched a comprehensive internal communication campaign that ensured all support policies were updated and followed, boosting compliance rates by 35%.
  • Led the team to consistently meet monthly SLA targets, improving customer engagement by 25% and helping generate 7 product upgrades.
  • Trained and mentored junior support agents, leading to a 30% increase in first-contact resolutions (FCR) across 16 customer service channels.
  • Designed and led continuous improvement initiatives, optimizing email handling processes that reduced AHT by 43% year-over-year.
  • Resolved and provided solutions to 9+ escalated customer issues, contributing to an NPS increase of 63% points in 2022.
  • Partnered with cross-functional teams to design a real-time customer sentiment dashboard, resulting in 43% proactive issue resolution before customer escalation.

Affiliations

  • Affiliate of the AI in Customer Service Society, contributing to discussions on implementing AI and chatbots to reduce ticket volume and enhance customer self-service.
  • Member of the National Association of Call Centers (NACC), specializing in call center optimization strategies and live chat system integration for improved performance.
  • Co-chaired monthly meetings for the Customer Experience Working Group (CXWG), focusing on resolving recurring support issues and increasing cross-departmental collaboration.
  • Part of the Service Desk Institute (SDI), receiving up-to-date training and certification on service management methodologies and remote team management.
  • Member of the CX Network Leadership Group, offering peer-to-peer knowledge sharing and strategies for improving NPS and customer experience within the organization.
  • Attended Customer Contact Week (CCW) events annually, gaining expertise on trends in customer experience management and high-demand ticket response protocols.
  • Member of the Customer Service Professionals Network (CSPN) since 2020, providing ongoing access to industry insights, training, and network-building opportunities.
  • Certified in Lean Six Sigma methodologies to drive continuous improvement in customer support performance, ticket resolution times, and overall team efficiency.
  • Completed a course by LinkedIn Learning on 'Customer Support Leadership,' focusing on mentoring techniques that result in improved team metrics and career development.
  • Active member of the Association for Support Professionals (ASP), participating in annual conferences focused on enhancing customer service operations and technology adoption.

Certifications

  • Help Desk Manager Professional Certification - Beacon Labs
  • SHRM Certified Professional (SHRM-CP)
  • CRM Support Specialist Certification - Ironclad Systems
  • SAP Certified Application Associate
  • First Aid/CPR
  • Cisco Certified Internetwork Expert (CCIE)
  • Cisco Certified Network Associate (CCNA)
  • ServSafe
  • Certified Customer Experience Professional (CCXP) - Cedar Works
  • Certified Customer Support Specialist (CCSS) - Lakeside Partners

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