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Skills

  • Route dispatch
  • Account management
  • POS systems expert
  • Mobile device support and troubleshooting
  • Service standard compliance
  • Key holder experience
  • Complaint resolution
  • Stock management
  • Shipping procedures understanding
  • Customer feedback analysis

Work Experiences

  • Looked into and resolved issues with accounting, service, and delivery.
  • Assisted and cross-trained other customer service managers.
  • Facilitated procedure orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Created and maintained a detailed database to develop promotional sales.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Processed 11 invoices and mailed documentation to clients each the past year.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.

Summaries

  • Jira expert with 5 years of experience in related roles.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Very knowledgeable about Adobe Creative Suite, as well as program competitors and offerings.
  • With extensive experience in the category industry, I am a knowledgeable and dedicated customer service professional.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Motivated to keep customers happy and contribute to the company's success.
  • Strengths in stakeholder engagement and project management backed up by Customer Service training.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.

Accomplishments

  • Developed and implemented field service reporting process that streamlined workflows, decreasing paperwork errors by 52%.
  • Served as a key technical liaison for Harbor & Co. During a critical system upgrade, ensuring a seamless transition with zero downtime.
  • Assisted in the testing and validation of standard, ensuring that 17 units were field-ready and operational on launch day.
  • Monitored inventory for service parts, ensuring 81% availability for high-demand fixes and reducing equipment downtime.
  • Completed over 16 field assignments with a 67% success rate of resolving within the first contact point.
  • Educated customers on best practices for Workday use, reducing support inquiries by 44%.
  • Recovered 14 malfunctioning units during post-deployment phase, saving company over $18 in warranty claims.
  • Maintained up-to-date certifications in Lean and advanced techniques, improving resolution rates on complex issues by 73%.
  • Evaluated and replaced faulty components which improved the operational capacity of Jira systems across 17 locations.
  • Initiated preventive maintenance schedules across 17 client sites, reducing emergency service visits by 17%.

Affiliations

  • Association for Computing Machinery
  • Information Technology Service Management Forum (itSMF)
  • Rotary International
  • Women in Technology International (WITI)
  • International Institute of Business Analysis (IIBA)
  • National Association of Field Technicians (NAFT)
  • Institute of Leadership & Management (ILM)
  • Technical Support Leadership Academy
  • International Facility Management Association (IFMA)
  • American Society of Safety Professionals

Certifications

  • Certified Service Desk Manager (SDM)
  • Microsoft Certified: Modern Desktop Administrator Associate
  • Certified Field Service Operations Specialist
  • CompTIA Server+
  • Certified Network Professional (CNP)
  • Certified Business Analysis Professional (CBAP)
  • Certified Field Support Representative (CFSR)
  • Interpersonal Communication Skills Certification - Beacon Labs
  • Certified Information Technology Service Professional (CITSP)
  • SHRM Certified Professional (SHRM-CP)

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