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Skills

  • Organization
  • Communications
  • Mac systems
  • Data-driven decision making
  • Advanced Excel for reporting
  • Customer feedback analysis
  • Customer satisfaction improvement
  • Collaboration with Engineering Teams
  • Cross-functional team coordination
  • Root cause analysis

Work Experiences

  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Collaborated with engineering teams.
  • Collaborated with international teams.
  • Automated data entry and reporting processes for daily, weekly, and monthly support performance metrics, cutting administrative time by 77%.
  • Assisted in the creation of product configuration documents.
  • Kept track of running systems and entered commands to troubleshoot issues like initiative and standard.
  • Cut administrative time by 58%.
  • Achieved this rate over 2 consecutive quarters.
  • Collaborated with engineering and third-party vendors.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.

Summaries

  • Achieved 16% frictionless launches.
  • Supporting hardware and software issues for program computer systems is a skillful Associate Product Support Specialist.
  • Competent Associate Product Support Specialist with experience assisting program users with a wide range of computer, mobile device, and peripheral equipment issues.
  • Accomplished in automating data entry.
  • Analyzed customer feedback and usage data.
  • Promotes quality assurance and stakeholder engagement skills that are dynamic.
  • Associate Product Support Specialist who excels at resolving complex, cross-functional technical issues in collaboration with engineering and third-party vendors within 14 hours.
  • Aided in feature enhancements.
  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • Strengths in performance reporting and team leadership backed up by Miscellaneous training.

Accomplishments

  • Worked directly with senior leadership to design and implement support strategies, resulting in 69% increase in team productivity.
  • Developed a knowledge base article that reduced common inquiry ticket volume by 84%, allowing team to focus more on high-priority cases.
  • Executed root cause analysis on recurring escalated issues, implementing process improvements that decreased escalation rate by 16%.
  • Led daily standups with cross-functional teams to ensure alignment on high-priority customer escalations, resulting in improved cross-department collaboration.
  • Documented and resolved category which led to process.
  • Reduced overall ticket handling time by 18 minutes through the implementation of targeted troubleshooting flowcharts.
  • Facilitated continuous improvement sessions within the department, resulting in 72% reduction of repetitive product issues.
  • Created detailed troubleshooting guides for Power BI that reduced time-to-resolution for support staff by 63% minutes.
  • Achieved an average first contact resolution (FCR) rate of 49%, significantly improving the overall customer experience.
  • Proactively communicated with customers who experienced recurring issues, reducing customer churn rate by 70% over 11 months.

Affiliations

  • Participant, Service Desk Institute (SDI) Coaching Circles for Support Managers
  • Member, Society for Technical Communication (STC)
  • Rotary International
  • Society of Human Resource Management
  • Freemason
  • Member, International Customer Management Institute (ICMI)
  • Attendee, ProductCamp National Events 2021
  • Participant, DevOps Networking Group
  • Project Management Institute
  • Attendee, League of Product Leaders Workshops 2024

Certifications

  • Cisco Certified Network Associate (CCNA)
  • CompTIA Security+
  • Customer Success Manager Certification - SuccessCoaching
  • Certified Knowledge Manager (CKM)
  • Certified SaaS Support Specialist (CSSS) – Meridian
  • Six Sigma Green Belt - Beacon Labs
  • Certified Product Support Specialist (CPSS)
  • Microsoft Certified: Azure Fundamentals
  • Certified Software Product Manager (CSPM) – Association of International Product Marketing and Management (AIPMM)
  • Project Management Professional (PMP)

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