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Skills

  • Customer satisfaction improvement
  • Team building
  • Regulatory compliance
  • Technical troubleshooting
  • Communications
  • Data recovery
  • Incident Management
  • Business operations
  • MS Office
  • Supervision

Work Experiences

  • Assisted 8 clients.
  • Coordinated with senior-level support ensuring that issues requiring further escalation were addressed within 2 hours.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Collaborated with multiple departments.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Achieved this over 2016.
  • Addressed software malfunctions for ServiceNow.
  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.
  • Achieved reduction over 5 months.

Summaries

  • Effectively troubleshoots and resolves issues on its own.
  • Dedicated to learning, growing, and succeeding in Customer Service.
  • Adept in troubleshooting cross-functional technical issues, resulting in 56% reduced customer downtime and faster resolution processes.
  • Achieved a 52% reduction in repeat incidents.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the procedure business.
  • Excellent Tier 1 Technical Support Representative with 3 years of experience providing exceptional support to users at all levels.
  • Clear understanding of team leadership and performance reporting as well as team leadership training.
  • Achieved a 40% drop in inbound queries.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.

Accomplishments

  • Analyzed customer service trends and proposed solution strategies, resulting in 75% reduced ticket volume.
  • Achieved Excellence Award for implementing a real-time monitoring system which reduced ticket resolution wait times by 3 minutes.
  • Assisted in deploying new Jira features, providing critical support during rollouts that reduced post-deployment tickets by 58%.
  • Facilitated 16 team training sessions focused on improving SLA adherence, leading to a 27% increase in on-time ticket closures.
  • Achieved Top Performer for consistently meeting or exceeding customer satisfaction ratings of 72% or higher over 18 months.
  • Escalated recurring technical issues to product development and provided actionable feedback, resulting in 7% product enhancement.
  • Documented and resolved procedure which led to method.
  • Provided tier 1 support to both internal and external users, reducing internal ticket escalations by 85% through training and documentation.
  • Utilized ITIL practices to enhance the efficiency of issue-tracking workflows, resulting in a 39% improvement in ticket management.
  • Served as point of contact during standard, delivering quick solutions and minimizing customer impact by 6%.

Affiliations

  • American Society of Safety Professionals
  • American Society for Quality (ASQ) - Customer Service division involvement
  • Call Center Network Group (CCNG) - Regular attendee of leadership roundtables
  • ISACA (Information Systems Audit and Control Association) - Participated in cybersecurity workshops
  • International Institute for Customer Experience Management (IICEM)
  • Certified Help Desk Manager (CHDM) through HDI - Awarded in 2016
  • Customer Service Institute of America (CSIA) - Recognized with Excellence Award for customer satisfaction
  • International Customer Management Institute (ICMI)
  • International Association of Administrative Professionals
  • Zendesk Community - Actively engaged in knowledge-sharing activities

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Ethical Hacker (CEH)
  • CompTIA Security+
  • Certified Customer Service Specialist (CCSS)
  • First Aid/CPR Certified
  • Zendesk Administrator Certification
  • Cisco Certified Entry Networking Technician (CCENT)
  • Certified Technical Support Professional (CTSP)
  • Certified Help Desk Manager (CHDM)
  • CompTIA Network+ Certification

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