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Skills

  • Training program development
  • Customer support escalation management
  • Automated reporting tools Power BI
  • Operational improvement
  • TCP/IP
  • First-call Resolution
  • Client Retention Strategies
  • Staff education and training
  • Documentation enhancement
  • Customer service

Work Experiences

  • Contributed to a 55% improvement in system stability.
  • Achieved a 73% improvement in operational efficiency.
  • Collaborated with cross-functional teams.
  • Achieved a the past year-to-proficiency reduction of 67%.
  • Coordinated with engineering teams across Atlanta to provide real-time bilingual technical support during large-scale software rollouts.
  • Increased company revenue by 6% beyond several months targets by upselling products and services.
  • Achieved a 23% increase in first-call resolution.
  • Collaborated with cross-functional teams to enhance user guides in both category and standard, reducing ticket submissions related to documentation by 19%.
  • Coordinated with engineering teams across Portland.
  • Applied product knowledge and troubleshooting techniques.

Summaries

  • Effectively troubleshoots and resolves issues on its own.
  • Excellent Bilingual Technical Support Representative with 15 years of experience providing exceptional support to users at all levels.
  • Promotes process improvement and workflow optimization skills that are dynamic.
  • Achieved a 57% boost in first-call resolution rates.
  • Specializes in procedure and process product troubleshooting.
  • Achieved a customer satisfaction rate of 71%.
  • Within Miscellaneous, senior Bilingual Technical Support Representative and outstanding performer in performance reporting and workflow optimization.
  • Bilingual Technical Support Representative with 7 years of successful performance reporting and quality assurance experience.
  • Achieved a 42% improvement in team reporting metrics.
  • Adept at translating complex technical documentation.

Accomplishments

  • Leveraged CRM tools like Workday to resolve and track 17 customer inquiries, improving case resolution times by 24% over one year.
  • Successfully aided in the rollout of HubSpot to the Southwest, offering bilingual tech support and reducing user downtime by 78% during implementation.
  • Led cross-departmental meetings between product and tech support teams to streamline bug fixes, cutting issue resolution time by 18%.
  • Actively coached peers in procedure, improving team overall handling time on technical calls by 21% for the Pacific Northwest users.
  • Handled customer escalations across multiple geographies, ensuring smooth resolution of outstanding technical issues and hitting 67% SLA targets.
  • Achieved a Scrum Master in Jira that contributed to efficiently resolving 13 complex network configuration issues affecting the Northeast.
  • Used monitoring tools to proactively identify and resolve potential connectivity issues for international clients, reducing potential disruptions by 25%.
  • Translated a database of 15 support articles into clear, user-friendly metric, which helped reduce support queries from the Midwest users by 31%.
  • Proposed and implemented new escalation procedures, reducing the number of unresolved tickets in French queue by 74%.
  • Collaborated with team of 15 in the development of method.

Affiliations

  • American Society of Safety Professionals
  • CompTIA IT Professionals Association (CompTIA A+)
  • TechNet Professional Group
  • Society of Human Resource Management
  • Technical Support Alliance Network (TSAN)
  • International Association for Computer Information Systems (IACIS)
  • Global Bilingual Customer Assistance Network
  • International Council of Nurses
  • Association for Computing Machinery (ACM)
  • Bilingual Project Management Community

Certifications

  • Certified Public Accountant (CPA)
  • CompTIA A+ Technician
  • Salesforce
  • Certified Team Leader in Bilingual Operations
  • Apple Certified Associate (ACA)
  • ServiceNow Certified System Administrator
  • CompTIA Security+
  • Certified Public Accountant
  • Certified Performance and Load Testing Specialist in HubSpot
  • Certified Support Desk Manager (HDI-SDM)

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