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SaaS Customer Support Specialist resume examples

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Skills

  • Operational improvement
  • Agile Support Processes
  • Customer engagement tracking
  • Team building
  • Basic SQL for Querying Customer Data
  • Staff education and training
  • Escalation Handling & Resolution
  • Cross-Selling & Upselling Techniques
  • Customer success strategies
  • Interactive Troubleshooting Techniques

Work Experiences

  • Achieved a 30% improvement in self-service utilization.
  • Automated repetitive tasks.
  • Actively monitored social media for customer feedback.
  • Achieved a 84% improvement over 18 months.
  • Actively engaged in continuous learning and earned PMP, improving specialist-level knowledge in QuickBooks to provide more expert-level support across the team.
  • Collaborated with the Quality Assurance team to ensure customer-reported bugs were properly documented and resolved in upcoming software patches.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.
  • Communicated recurring issues.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Achieved zero major incidents during the first quarter.

Summaries

  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • Adaptable and resourceful in high-volume environments.
  • Achieved a customer satisfaction rating of 22%.
  • Subject matter expert on Salesforce with exceptional skills and knowledge in budget management.
  • SaaS Customer Support Specialist with a 11-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • Scrum Master and CPA are proudly certified.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Workday expert and Asana user.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Costs were consistently reduced while profits were increased.

Accomplishments

  • Conducted root cause analysis on recurring issues, resulting in long-term solutions implemented by engineering and increasing overall platform stability by 84%.
  • Provided end-to-end resolution for an average of 8 customer queries daily, ensuring timely resolution and reducing average handling time by 43%.
  • Achieved a 23% reduction in churn rate by implementing customer feedback loops and refining automated support workflows.
  • Used behavioral customer data to prioritize proactive outreach, contributing to a 79% increase in customer engagement within 6 months.
  • Reduced average response time across all support channels by 15% by implementing automation tools such as Salesforce.
  • Created a feedback loop between support and development teams, leading to the release of 8 new features highly requested by users.
  • Collaborated with team of 3 in the development of metric.
  • Received OSHA in 2018, equipping me with advanced product support skills for improved troubleshooting and customer communication.
  • Utilized data-driven insights from metric to drive a 76% improvement in personalized support interactions, enhancing the overall customer journey.
  • Successfully upsold features to customers during support calls, contributing to an increase in company revenue of 8 in upsell opportunities.

Affiliations

  • Customer Support Quality Improvement Association (CSQIA)
  • American Society of Safety Professionals
  • Local Industry Meetups for SaaS Professionals 2016
  • Service Desk Institute (SDI)
  • International Customer Service Association (ICSA)
  • Society of Human Resource Management
  • International Council of Nurses
  • Rotary International
  • Society for Technical Communication (STC)
  • Customer Success Network Participation

Certifications

  • First Aid/CPR Certified
  • Certified Public Accountant (CPA)
  • Apple Certified Associate (ACA)
  • Professional Scrum Master (PSM I) - 2018, Harbor & Co.
  • Certified Zendesk Guide Administrator - 2020
  • Certified Help Desk Professional (CHDP) – Northwind
  • Certified Support Insights Analyst - Meridian
  • Microsoft Certified Systems Engineer (MCSE)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Salesforce Service Cloud Consultant Certification - Brightline

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