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Skills

  • Package labeling
  • Regulatory compliance
  • Team building
  • Junior advisor mentorship
  • First-Contact Resolution (FCR)
  • Data-Driven Root Cause Analysis
  • Customer satisfaction management
  • Escalation management
  • Project organization
  • Call handling time reduction

Work Experiences

  • Coordinated with engineering teams to assess and improve Asana performance issues, contributing to a 56% reduction in defect rates.
  • Collaborated with the product development team on user feedback loops, driving enhancements that lowered repeat issue frequency by 21%.
  • Achieved a 84% customer satisfaction rating.
  • Achieved recovery over 17 months.
  • Assessed and improved SAP performance issues.
  • Conducted monthly customer satisfaction surveys.
  • Conducted on-site diagnostics and repairs for ServiceNow, increasing on-time resolution rates from 61% to 34% over 18 months.
  • Conducted on-site diagnostics and repairs for Salesforce.
  • Achieved results over 17 months.
  • Audited technical documentation and processes in order to improve framework, and I reported my findings to Technical Service Advisor.

Summaries

  • Adept at analyzing recurring technical issues.
  • Accelerated case resolutions.
  • Addressed Microsoft Excel issues.
  • Advanced knowledge of product diagnostics and repairs, contributing to a 57% reduction in technical incidents and an increase in overall customer satisfaction.
  • Advanced diagnostic skills, regularly identifying product trends to reduce service requests by 66% and boost customer satisfaction.
  • Achieved a 52% performance improvement across the tech support team.
  • Adept at identifying and analyzing recurring technical issues, resulting in a 20% decrease in similar incident reports and improved customer experiences.
  • Client-centered with project management training.
  • Adept at aligning technical service goals with company objectives.
  • Technical Service Advisor with 14 years of experience that focuses on the customer.

Accomplishments

  • Implemented a knowledge base system that empowered customers to self-solve issues, leading to a 32% reduction in support tickets.
  • Reduced average call queue times by 63% through the restructuring of issue prioritization and optimized workforce management.
  • Decreased the average handle time on technical support calls by 78% through targeted training on problem identification and resolution.
  • Developed a customer satisfaction feedback loop which improved Net Promoter Score (NPS) by 65% after 18 months.
  • Trained cross-functional teams to handle high-severity cases, leading to a 69% improvement in first call resolutions.
  • Initiated proactive client check-ins with automated outage notification systems, reducing unplanned downtime incidents by 37%.
  • Streamlined the warranty claim process, cutting claim verification times by 40% and reducing overall turnaround by the past year days.
  • Piloted mobile-friendly customer support platform, increasing resolution rate of mobile tech support cases by 49% and reducing inbound call volume by 22%.
  • Resolved 7 Tier-2 and Tier-3 escalations in a month, improving the team’s ability to hit critical KPIs.
  • Optimized communication scripts for the service desk, improving call efficiency and reducing customer frustration by 28%.

Affiliations

  • Association of Support Professionals (ASP)
  • Jaycees
  • Freemason
  • Institute of Customer Service (ICS)
  • International Association of Administrative Professionals
  • Cloud Computing International Association (CCIA)
  • Rotary International
  • Project Management Institute (PMI) system
  • Certified ScrumMaster (CSM) Certification Holder – Scrum Alliance
  • Help Desk Institute (HDI)

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • Apple Certified Macintosh Technician (ACMT)
  • CompTIA Security+ Certification
  • CompTIA Security+
  • Certified Customer Service and Support Specialist (CCSS)
  • Cisco Certified CyberOps Associate
  • Certified Customer Service Specialist (CSS) by HDI
  • Certified Expert in IT Support (CES)
  • Microsoft Certified: Power Platform Fundamentals
  • Cisco Certified Internetwork Expert (CCIE)

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