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Skills

  • Customer service
  • Analytical skills
  • Conflict resolution
  • Active listening
  • Account management
  • Process equipment
  • Cross-functional team coordination
  • Team management
  • Process improvement
  • Verbal and written communication

Work Experiences

  • Worked with Client Support Analyst on program operations, including providing participant feedback and improvement suggestions.
  • Consistently surpassed category.
  • Addressed technical problems.
  • Conducted diligent follow-ups.
  • Acted as a bridge between clients and the development team.
  • Collaborated with the IT department.
  • Analyzed feedback from 14 user surveys.
  • Collaborated with metric customers to determine their needs and deliver procedure service.
  • Achieved Employee of the Year.
  • Maintained detailed records of program operations and participant activities.

Summaries

  • Strengths in process improvement and strategic planning backed up by Miscellaneous training.
  • Built strong client relationships.
  • Client-focused analyst.
  • Achieved a 56% decrease in recurring questions.
  • To maintain efficiency and program outreach, skillfully meet diverse needs and address issues.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • With a detail-oriented and conscientious approach, well-organized and resourceful.
  • Client Support Analyst with expertise in root cause analysis.
  • Client-focused professional with expertise in root cause analysis, consistently achieving high satisfaction ratings through first-call resolutions and streamlined ticketing workflows.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.

Accomplishments

  • Resolved product issue through consumer testing.
  • Crafted client-facing FAQs and troubleshooting guides, which contributed to a 78% decrease in recurring issue tickets over three years.
  • Drove end-to-end resolution of system technical issues by partnering with engineering team to reduce complaint escalation rate by 58%.
  • Guided cross-functional team to integrate Vantage systems, completing project 14 days ahead of schedule.
  • Assisted in reducing ticket backlog by 33% through better forecasting and resource planning in coordination with department heads.
  • Optimized CRM process, trimming 6 months off average response time by automating repetitive tasks.
  • Collaborated with team of 10 in the development of system.
  • Achieved and maintained a 15% satisfaction rate while providing technical support for QuickBooks via email, phone, and web chat.
  • Developed training modules for SAP, reducing orientation time for new hires by 10 days and increasing team confidence in resolving issues.
  • Partnered with sales and account management teams to ensure technical feasibility of client needs, fostering a 77% growth in upsell opportunities.

Affiliations

  • Customer Service Institute of America (CSIA)
  • Society of Women Engineers
  • Certified ScrumMaster (CSM) by Scrum Alliance
  • Association for Support Professionals (ASP)
  • Association of Professional Support Analysts (APSA)
  • Customer Experience Professionals Association (CXPA) - CX Analyst
  • National Association for Information Destruction (NAID)
  • Certified Customer Experience Professional (CCXP)
  • Freemason
  • Lions Club

Certifications

  • Certified Public Accountant
  • Amazon Web Services (AWS) Certified Cloud Practitioner
  • Certified Business Analysis Professional (CBAP)
  • CompTIA Security+
  • Microsoft Certified: Azure Fundamentals
  • Salesforce
  • Customer Service Management (CSM) from ServiceNow
  • Apple Certified Associate (ACA)
  • Project Management Professional (PMP)
  • Certified Application Support Engineer (CASE)

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