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Skills

  • Personable
  • MS Office
  • Planning and Organization
  • Multi-line phone talent
  • Cash handling and management
  • Computer literate
  • CallSelect communication systems
  • Types 12 wpm
  • MS Office Suite
  • POS systems knowledge

Work Experiences

  • Worked as a Subject Matter Expert on Asana and QuickBooks, acting as a point of contact for all issues relating to release numbers 15 to 9.
  • Oversaw a high volume of calls and responded to customers' procedure technical support needs.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 3 new accounts.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Was in charge of internal product training for Jira, which included training support staff, end-users, and new hires.
  • Kept track of website traffic and used Google Analytics to provide data to the marketing department for analysis.
  • Reviewed technical documentation and procedures for system and method.
  • End-users were trained in the use of QuickBooks and Asana.
  • Identified potential program sales and cross-selling opportunities during the delivery of support services.
  • Efficiently evaluated and resolved process technical issues for end users in order to reduce downtime.

Summaries

  • Jira and system techniques have been taught to me.
  • Dedicated to exceeding sales targets.
  • In a fast-paced environment, highly organized and efficient, communicating effectively with clients and stakeholders at all levels of the organization.
  • Recognized on a regular basis for outstanding performance and contributions to the Customer Service industry's success.
  • Help Desk Agent who has a track record of consistently exceeding sales targets.
  • Subject matter expert on Jira with exceptional skills and knowledge in process improvement.
  • Help Desk Agent is a polite and upbeat person with excellent telephone etiquette.
  • Customer Service Representative with 4 years of retail experience in fast-paced, team-oriented environments.
  • Multitasking, communication, and interpersonal skills are all excellent.
  • Help Desk Agent proactive with experience in providing support and resolving customer complaints.

Accomplishments

  • Streamlined
  • Documented
  • Recommended
  • Organized
  • Sales: Consistently generated additional revenue through skilled sales techniques.
  • Contributed to a 16% drop in shoplifting through increased awareness and intervention measures.
  • Consistently exceeded daily sales targets with an average of $12 in sales each day.
  • Advised
  • Processed
  • Awarded 14 merit increases during the first 12 years of employment.

Affiliations

  • American Marketing Association
  • Treasurer at Local Help Desk Professional Club (Raleigh)
  • American Medical Informatics Association
  • Leader of Online Help Desk Troubleshooters Forum (2023-2020)
  • International Association of Administrative Professionals
  • American Society of Safety Professionals
  • Active participant in the Association of Support Professionals (ASP)
  • Enrolled in Customer Support Knowledge Education Program at Vantage
  • Participant in annual HDI SupportWorld Conference (2024)
  • Member of Association for Information Systems (AIS) - Seattle

Certifications

  • CompTIA Network+
  • Certified Protection Officer (CPO)
  • CompTIA A+ Certification
  • Cisco Certified Internetwork Expert (CCIE)
  • Project Management Professional (PMP)
  • Microsoft Certified Application Specialist (MCAS)
  • Certified Data Privacy Solutions Engineer (CDPSE)
  • Certified in Risk and Information Systems Control (CRISC)
  • Certified Help Desk Manager (CHDM)
  • Sales Essentials Certificate

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