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Skills

  • Customer service expert
  • Process improvement
  • Desktop support
  • Project organization
  • Staff education and training
  • Business operations
  • Team building
  • Escalation Handling & Resolution
  • Problem resolution
  • First-Time Resolution Rate (FTR) Enhancement

Work Experiences

  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.
  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.
  • Increased company revenue by 7% beyond the past year targets by upselling products and services.
  • Collaborated with the product development team.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • 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.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Boosted customer confidence.
  • Communicated recurring issues.

Summaries

  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • Recognized on a regular basis for outstanding performance and contributions to the Customer Service industry's success.
  • Accomplished in root-cause analysis.
  • Achieved a 19% reduction in recurring issues.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Effectively troubleshoots and resolves issues on its own.
  • Aligned services with company objectives.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the process business.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • SaaS Customer Support Specialist with 12 years of successful process improvement and workflow optimization experience.

Accomplishments

  • Received the Top Performer in 2023 for the exceptional dedication in resolving escalations and recovering at-risk accounts.
  • Worked closely with customers via live chat, email, and phone to troubleshoot SaaS issues, achieving an average response time of 15 minutes.
  • Led a team in the implementation of Tableau based support solutions, achieving 36% efficiency improvement across multiple departments.
  • Monitored feedback via social platforms, resulting in improved brand perception and the conversion of 2 vocal detractors to loyal brand advocates.
  • Demonstrated expert-level knowledge of SAP to resolve 4 high-severity tickets weekly, earning recognition for technical proficiency.
  • Achieved an average Customer Satisfaction Score (CSAT) of 63% over several months, contributing to improved long-term customer loyalty.
  • Spearheaded analysis of customer feedback trends, resulting in product innovations that cut product-related complaints by 61%.
  • Trained and mentored new support team members, scaling the department and improving team performance by 20%.
  • Successfully introduced automated ticketing system integrations, reducing manual data entry work by 51% and response times across multiple channels.
  • Received OSHA in 2018, equipping me with advanced product support skills for improved troubleshooting and customer communication.

Affiliations

  • Local Industry Meetups for SaaS Professionals 2016
  • International Association of Professional Automation Experts
  • Association of Information Technology Professionals
  • Lions Club
  • Chatbot Builders and Automation Masters Group
  • Evenium Certified Event Support Expert
  • American Medical Informatics Association
  • Society for Technical Communication (STC)
  • International Association of Administrative Professionals
  • International Customer Service Association (ICSA)

Certifications

  • Intercom Product Mastery Certification - Northwind
  • Agile Customer Support Specialist Certification - Summit Group
  • Certified Support Operations Specialist (CSOS) - 2022
  • Certified Customer Service Professional (CCSP) - Northwind
  • Cisco Certified Network Associate (CCNA)
  • Google Certified Professional Cloud Architect
  • Certified IT Support Professional by Google - 2021
  • HDI Customer Service Representative Certification - Meridian
  • HubSpot Service Hub Software Certification - Vantage
  • Project Management Professional (PMP)

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