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Skills

  • Customer query triage
  • Bilingual or multilingual customer support (Spanish)
  • Business operations
  • High-priority Ticket Resolution
  • Call triaging
  • First-response time optimization
  • Communications
  • Failure resolution
  • First Aid/CPR
  • Training program design

Work Experiences

  • Addressed complex customer issues.
  • Contributed to the redesign of the CRM platform.
  • Looked for industry trends on social media and through online sources.
  • Collaborated with R&D.
  • Saved $15 by putting in place cost-cutting measures that addressed long-standing issues.
  • Looked into and fixed printer, copier, and other peripheral device problems.
  • Achieved results in 2015.
  • Achieved 68% improvement in product offerings.
  • Installed wiring, cabling, and devices to set up, repair, and optimize networks.
  • Achieved a 74% reduction in post-implementation issues.

Summaries

  • Large data storage networks, voice/data innovations, and VPNs are all areas in which he is well-versed.
  • Dedicated to learning, growing, and succeeding in Customer Service.
  • Achieved results over 17 years.
  • Consistently delivers exceptional outcomes by managing escalated cases, closing 70% of them within 4 days.
  • Recognized on a regular basis for outstanding performance and contributions to the Customer Service industry's success.
  • Achieved 70% higher CSAT scores.
  • Strengths in workflow optimization and client relations backed up by Customer Service training.
  • Achieved results across 10 quarters.
  • Adept at establishing SLA agreements.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.

Accomplishments

  • Achieved 20% reduction in churn rate by implementing proactive customer retention initiatives across Boston.
  • Utilized analytics tools to track customer behavior and used insights to decrease complaint volumes by 40% during initiative.
  • Initiated a loyalty program that resulted in a 6 increase in renewals and expanded customer engagement across SAP.
  • Developed and implemented feedback loop systems that helped identify key pain points, resulting in a 82% reduction in recurring service issues.
  • Resolved product issue through consumer testing.
  • Managed workforce scheduling and resource allocation for a 10-person customer support team, optimizing agent utilization by 32%.
  • Cultivated relationships with key clients, resulting in a 71% increase in customer advocacy and online reviews over one year.
  • Developed and conducted training sessions for HubSpot, improving technical troubleshooting skills across 12-person teams.
  • Developed automation workflows that reduced customer query response time by 35%, significantly improving service efficiency.
  • Enhanced ticketing system dashboards, giving team leaders better insight on key metrics, which resulted in an overall performance increase of 56%.

Affiliations

  • Service and Support Professionals Association (SSPA)
  • Mentorship & Leadership in Customer Support Program 2023 - Portland
  • Customer Experience and Service Delivery Association (CESDA)
  • American Marketing Association
  • Rotary International
  • Lions Club
  • Customer Service Professionals Network (CSPN)
  • Society of Human Resource Management
  • International Association of Business Communicators (IABC)
  • Customer Care Institute (CCI)

Certifications

  • HubSpot Service Hub Software Certification
  • Salesforce
  • Business Process Management (BPM) Certification by AIIM
  • Project Management Professional (PMP)
  • Certified Customer Support Leader (CCSL) by ICMI
  • Certified Call Center Manager (CCCM) by RCCSP
  • Apple Certified Associate (ACA)
  • Google Professional Cloud Support Engineer Certification
  • Certified Manager of Quality/Organizational Excellence (CMQ/OE) by ASQ
  • First Aid/CPR Certified

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