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Skills

  • Team building
  • Staff education and training
  • Desktop support
  • Team Leadership
  • Process improvement
  • Data-driven decision making
  • Application support
  • TCP/IP
  • Escalation management
  • Critical thinking

Work Experiences

  • Worked closely with Microsoft Excel and Tableau users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
  • Achieved an upsell increase of 52% year over year.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 15 new accounts.
  • Constructed an end-to-end customer query tracking mechanism which improved transparency and reduced average resolution times by 39%.
  • Achieved this over 2018.
  • Led a support team that assisted an average of 9 users globally in a 24/7 support environment as a level-three supervisor.
  • Collaborated with key client accounts.
  • Created an internal knowledge base.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Set up workstations for employees by configuring hardware, devices, and software.

Summaries

  • Achieved a 22% improvement in customer engagement.
  • Specializes in process and initiative product troubleshooting.
  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • Strengths in performance reporting and team leadership backed up by Miscellaneous training.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Clear understanding of team leadership and budget management as well as quality assurance training.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Account Support Manager with a successful track record of reducing churn by $15 through effective support and retention strategies. Strong understanding of client lifecycle management and the ability to deliver on high-priority SLA commitments.
  • Account Support Manager with expertise in monitoring account support tickets to ensure timely resolution within initiative-hour SLAs, reducing escalation frequency by 66%. Passionate about improving operational efficiency through process automation.
  • Account Support Manager with expertise in monitoring account support tickets.

Accomplishments

  • Leveraged customer feedback data to improve service processes, resulting in a 61% reduction in repeat customer inquiries.
  • Collaborated with the legal and compliance teams to ensure customer support processes were fully compliant with industry regulations, avoiding fines and penalties.
  • Developed a quarterly business review (QBR) framework that increased account retention by 65% across 7 strategic accounts.
  • Implemented account health dashboards to proactively monitor client engagement, driving a 51% increase in renewal predictability and retention rates.
  • Delivered customized client solutions that resulted in an President's Club and multiple contract renewals worth over $3 annually.
  • Managed an international client base, ensuring cultural sensitivity and adaptability in support practices compatible with system markets.
  • Optimized the use of customer relationship management (CRM) platforms, reducing customer data retrieval time by 71%.
  • Facilitated cross-functional collaboration between product, engineering, and support teams to address critical client escalations, improving client satisfaction by 83%.
  • Increased first-call resolution rates by 42% through collaboration with knowledge management teams to optimize self-service resources.
  • Documented and resolved system which led to method.

Affiliations

  • Lions Club
  • International Institute of Business Analysis (IIBA) - Completed training on analysis of customer feedback for actionable improvements.
  • International Customer Management Institute (ICMI) - Participated in workshops focused on customer engagement and support strategies.
  • National Association of Social Workers
  • Client Success Association - Active member, collaborating on customer success strategies and retention programs.
  • Association of Professional Customer Success - Completed coursework in advanced techniques for multi-tasking and SLA adherence.
  • Customer Support Summit Speaker - Engaged in thought leadership and strategy sharing for enhancing client satisfaction.
  • Sales Management Association - Focused on improving sales metrics while leading customer retention programs.
  • American Marketing Association (AMA) - Engaged in resources for improving client-facing communication and relationship building.
  • International Council of Nurses

Certifications

  • SAP Certified Application Associate - SAP Customer Relationship Management
  • Salesforce Certified Administrator by Salesforce
  • ISO 9001 Lead Auditor Certification by PECB
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Product Support Specialist (CPSS) by Beacon Labs
  • Certified in the Governance of Enterprise IT (CGEIT) by ISACA
  • Executive Leadership Certification by system
  • HUBSpot Inbound Marketing Certification by HubSpot Academy
  • Lean Six Sigma Green Belt Certification by IASSC
  • Certified Technical Support Professional (CTSP) by Brightline

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