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Skills

  • First-contact resolution (FCR) improvement
  • Communications
  • Team leadership and supervision
  • Workflow Optimization
  • Customer feedback analysis
  • Customer Onboarding and Support
  • Regulatory compliance
  • Process improvement
  • Customer service
  • Customer relationship management (CRM) systems

Work Experiences

  • Authored customer satisfaction surveys.
  • Collaborated with the IT department.
  • Contributed to a 65% increase in recurring service contracts.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Analyzed customer support trends and provided data-driven insights that improved service efficiency by 40%.
  • Solved method issues, improved operations, and provided excellent customer service.
  • Installed wiring, cabling, and devices to set up, repair, and optimize networks.
  • Had an excellent attendance record and was always on time for work.
  • Achieved results over 7 years.

Summaries

  • Analyzed customer satisfaction surveys.
  • Achieved this in 2016.
  • Achieved a reduction in average resolution time by 19% through the introduction of a priority-based ticketing system.
  • Achieved a 39% reduction in common inquiries.
  • Maintaining current software and hardware to meet user needs is a skill.
  • Boosted service efficiency by 33%.
  • Consistently surpassed customer satisfaction goals by over 77%.
  • Adept at establishing and maintaining SLA agreements, ensuring a 24% improvement in client satisfaction and long-term retention.
  • Achieved 70% higher CSAT scores.
  • Achieved a 45% decrease in resolution time.

Accomplishments

  • Achieved 20% reduction in churn rate by implementing proactive customer retention initiatives across Boston.
  • Partnered with the product development team to provide customer feedback, leading to the successful release of program with zero critical support escalations.
  • Utilized analytics tools to track customer behavior and used insights to decrease complaint volumes by 40% during initiative.
  • Developed automation workflows that reduced customer query response time by 35%, significantly improving service efficiency.
  • Helped the support department exceed key performance indicators by improving case handling time by 54% in 2023.
  • Leveraged CRM and ticketing platform Adobe Creative Suite to optimize ticket routing, decreasing resolution times by 16 hours.
  • Integrated AI-driven chatbots into the customer service workflow, leading to a 15 reduction in first-response time.
  • Achieved a 44% increase in customer satisfaction ratings by implementing personalized support strategies for high-value clients.
  • Documented and resolved process which led to initiative.
  • Reduced backlog of unresolved support cases by 6 within 6 months through revised ticket prioritization and team coordination.

Affiliations

  • International Customer Management Institute (ICMI)
  • Customer Care Institute (CCI)
  • International Institute of Customer Service (IICS)
  • Technical Support Alliance Network (TSANet)
  • National Association of Call & Contact Centers (NACC)
  • Certified Customer Support Officer (CCSO) - 2020
  • Help Desk Institute (HDI)
  • American Business Women's Association (ABWA)
  • Certified Customer Experience Specialist (CCXS) - 2023
  • Certified Customer Service Professional (CCSP) 2021

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • Business Process Management (BPM) Certification by AIIM
  • Certified Customer Support Leader (CCSL) by ICMI
  • Google Certified Professional Cloud Architect
  • Cyber Security Foundation by system
  • Customer Service Management (CSM) Certification from ITSM Academy
  • CompTIA Project+ Certification
  • Certified Manager of Quality/Organizational Excellence (CMQ/OE) by ASQ
  • Certified in Risk and Information Systems Control (CRISC)
  • Certified Business Analysis Professional (CBAP)

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