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Skills

  • Preauthorization obtainment
  • Debt collection processes
  • Client relations and satisfaction improvement
  • Communication across technical and non-technical teams
  • MNT Assistant
  • Caller information obtainment
  • Debt collection procedures
  • Locating debtors
  • Obtaining referrals
  • Subtraction and addition

Work Experiences

  • Achieved savings over 6 months.
  • Cut remedial work costs by 12.
  • Collaborated with senior management to optimize shift schedules, achieving 37% better resource utilization.
  • Awarded President's Club for exceptional troubleshooting assistance during a challenging client integration project, ensuring no escalation.
  • Completed comprehensive system testing for Workday, identifying and resolving bottlenecks in onboarding by 32%.
  • Created weekly reports on task performance and delivery timelines, ensuring deadlines were met 39% of the time.
  • Achieved 64% uptime for customer transactions.
  • Achieved a satisfaction rate of 65%.
  • Completed comprehensive system testing for SAP.
  • Created weekly reports on task performance.

Summaries

  • Achieved a significant 22% decrease in ticket escalation times.
  • Continuously improves existing workflows.
  • BT Assistant with over 5 years of experience in streamlining processes, integrating software solutions, and enhancing team efficiency, leading to a 44% increase in operational productivity.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Achieved a 83% on-time rate.
  • BT Assistant with a strong track record.
  • Accelerated system performance turnaround by 77%.
  • Boosted client satisfaction.
  • Avoided performance bottlenecks.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.

Accomplishments

  • Assisted with SLA tracking and reporting, helping maintain a 81% adherence rate in 2023.
  • Exceeded service-level agreements (SLAs) in quality assurance, ensuring 70% service delivery successes.
  • Implemented a proactive maintenance schedule for Microsoft Excel, reducing reactive support tickets by 74% year-over-year.
  • Guided 2 junior technicians in troubleshooting and resolution practices, helping them reduce escalations by an average of 22% per quarter.
  • Managed inventory control and asset deployment for Brightline, reducing discrepancies by 16% between 2024 and 2017.
  • Awarded Excellence Award for driving a successful system migration with zero critical incidents in 2020.
  • Developed customized scripts to automate routine tasks, saving an estimated 8 hours of manual work monthly.
  • Collaborated with cross-functional teams to implement Tableau, streamlining operations and meeting all established KPI targets.
  • Revised team processes for asset tracking and management, decreasing lost or misplaced inventory by 80% over 6 months.
  • Played a key role in piloting SAP within the organization, ensuring seamless adoption with a 66% efficiency increase.

Affiliations

  • Customer Support Leaders Network
  • Lean Six Sigma Certification Council
  • Association for Information Technology Professionals (AITP)
  • Educational Technology Industry Network (ETIN)
  • Project Management Institute (PMI)
  • Remote Work Association
  • Association of Business Process Management Professionals (ABPMP)
  • Society of Women Engineers
  • Society for Technical Communication
  • Change Management Institute

Certifications

  • Modern Desktop Administrator Associate by Microsoft
  • Zendesk Support Administrator Certification
  • Certified Public Accountant
  • Certified in the Governance of Enterprise IT (CGEIT)
  • Certified Data Protection Officer (CDPO)
  • Cisco Certified Internetwork Expert (CCIE)
  • ServSafe
  • Certified Logistics Technician (CLT)
  • Automotive Service Excellence (ASE) Certified
  • Certified Technology Support Specialist (CTSS)

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