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Skills

  • Meeting support
  • Sales lead pipeline management
  • Nursing staff leadership
  • Cross-functional collaboration
  • Promotional support
  • Service and supply support
  • Student support
  • Individual and family support
  • Staff motivator
  • Staff development and training

Work Experiences

  • Collaborated with the IT department.
  • Collaborated closely with product teams to develop and implement customer feedback systems, resulting in increased product satisfaction by 18%.
  • Collaborated with the IT department to implement an automated ticketing system, reducing manual input errors by 10%.
  • Achieved a companywide KPI improvement of 20% by aligning support team goals with business strategy during 2021.
  • Contributed to a team achieving 98% adherence to SLAs.
  • Was in charge of data tracking, documentation, client correspondence, and office operations.
  • Collaborated on updates across 2021.
  • Contributed to a 50% promotion rate in the team.
  • Was in charge of ordering and distributing office supplies while staying within a set budget.
  • Aligned support team goals with business strategy.

Summaries

  • Detail-oriented office support specialist with demonstrated expertise in quality assurance.
  • Meticulous Lead Support Staff capable of creating exceptional communications, presentations, and spreadsheets that meet a variety of administrative needs using Asana.
  • Power BI and Adobe Creative Suite are two of my strongest skills.
  • Achieved a 48% reduction in manual workload.
  • Achieved a 25% improvement in service offerings.
  • Costs were consistently reduced while profits were increased.
  • With a background in accounting and finance, I am a talented administrative professional.
  • Clear understanding of client relations and cross-functional collaboration as well as process improvement training.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Reviewing and assessing processes, as well as implementing continuous improvement initiatives to streamline office operations, is a strong suit.

Accomplishments

  • Led a support team of 12 members, achieving a 76% decrease in ticket resolution time within one year.
  • Achieved system in service-level agreements (SLAs) by optimizing ticket routing workflows, supporting a team handling 14 requests daily.
  • Spearheaded efforts to increase customer feedback response completion from 17% to 78% through targeted follow-up strategies.
  • Resolved product issue through consumer testing.
  • Coordinated cross-functional projects with sales and engineering to streamline support operations, reducing ticket backlog by 56%.
  • Centralized support documentation, reducing repeat issues by 44% and improving agent efficiency.
  • Implemented a revamped knowledge base that reduced customer wait time by 32%, elevating customer self-help rates.
  • Reduced ticket escalation by 27% through implementation of preemptive resolution strategies.
  • Drove customer success through targeted webinars reaching over 18 participants, leading to a 27% reduction in support tickets.
  • Led regular performance reviews for sales, resulting in a 48% uplift in customer satisfaction scores over three years.

Affiliations

  • IT Service Academy for Support Specialists (ITSASS)
  • Society of Customer Service Professionals (SCSP)
  • American Marketing Association
  • Institute for Customer Support Excellence (ICSE)
  • Tech Support Guild Network
  • Jaycees
  • KPI Improvement Practitioners Association (KIPA)
  • International Helpdesk and Service Support Federation (IHSSF)
  • Ticket Management Innovation Council (TMIC)
  • Service-Level Agreement Managers Association (SLAMA)

Certifications

  • Certified Service Desk Manager (CSDM)
  • Certified Technical Support Professional (CTSP)
  • Certified Professional in Customer Relations (CPCR)
  • SHRM Certified Professional (SHRM-CP)
  • Cisco Certified Network Associate (CCNA)
  • Salesforce Certified Administrator
  • Certified Public Accountant
  • CompTIA Security+
  • CompTIA A+ Technician
  • Six Sigma Green Belt Certification

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