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Skills

  • Customer service expert
  • Organization
  • Relationship development
  • Personnel training and development
  • Basic hardware repair and maintenance
  • Technical documents comprehension
  • Data entry
  • Problem resolution
  • Customer service
  • Collaboration with third-party providers

Work Experiences

  • Achieved a 65% success rate on first contact.
  • Conducted system diagnostics and repairs on hardware.
  • Achieved 73% positive feedback.
  • Collaborated with a third-party internet provider, leading to performance improvements and a 72% increase in connection speed.
  • Collaborated with sales and marketing to create high-impact visual displays that increased walk-in traffic by 53%.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Boosted team productivity.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.
  • Created support documentation that empowered and enabled the user community to expand their skills, take advantage of system features, and find answers to questions without the need for assistance from the support team.
  • Created a welcoming and professional environment, receiving 78% positive feedback on customer service surveys.

Summaries

  • 14 years of experience.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Adept at diagnosing hardware issues.
  • Achieved 27% first-contact resolution.
  • Achieved 45% positive feedback.
  • Attentive Cyber Cafe Attendant with strong multitasking capabilities, known for maintaining high efficiency in fast-paced environments.
  • Balanced reports.
  • Committed to providing excellent customer service.
  • Within Food and Beverage, senior Cyber Cafe Attendant and outstanding performer in process improvement and project management.
  • Subject matter expert on QuickBooks with exceptional skills and knowledge in process improvement.

Accomplishments

  • Reduced paper wastage from unsuccessful print jobs by 83% after implementing print management software.
  • Created a dynamic visual display system using Power BI resulting in improved customer engagement and increased café usage by 76%.
  • Implemented Wi-Fi usage policies during high-traffic times, ensuring fair bandwidth allocation while improving user experience.
  • Increased client satisfaction by 69% through the optimization of workstation ergonomics and improved service quality.
  • Increased daily foot traffic by 16% by partnering with local advertising firms and implementing promotional discounts.
  • Designed multi-functional systems setup that improved workstation throughput by 20% during peak times.
  • Trained a team of 2 new employees on IT best practices and customer service standards, improving staff productivity.
  • Successfully managed the implementation of a new printer system, reducing printing-related issues by 76%.
  • Assisted with configuring and maintaining firewall settings, improving network security and minimizing unauthorized access incidents.
  • Monitored real-time network traffic and resource allocation across 3 workstations, maintaining uptime of 99.9%.

Affiliations

  • Technology Resource Center Volunteer
  • Web Accessibility Initiative (WAI) Contributor
  • American Marketing Association
  • American Society of Safety Professionals
  • National Association of Productivity & Organizing Professionals (NAPO)
  • Toastmasters
  • Makerspace Facilitator – Technology and Internet Services
  • Digital Cafe Owners Association
  • Association for Supply Chain Management (APICS)
  • Certified Security Systems Administrator (CSSA) Group

Certifications

  • SHRM Certified Professional (SHRM-CP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • CompTIA Network+
  • HDI Support Center Analyst (HDI-SCA)
  • CompTIA Security+
  • Certified Internet Web (CIW) Internet Business Associate
  • Certified Public Accountant (CPA)
  • Certified Cisco Network Associate (CCNA)
  • Certified in Cybersecurity Audit (CISA)
  • Google IT Support Professional Certificate

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