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Skills

  • Relationship development
  • Project Management Software (e.g. Salesforce)
  • Cross-functional team coordination
  • Team collaboration
  • Mentoring & Coaching
  • Analytical skills
  • KPI performance tracking
  • Customer support
  • Collaborating with development teams
  • SLA adherence

Work Experiences

  • Assisted the team in transitioning to ServiceNow.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Analyzed feedback from 12 user surveys to identify improvement areas, which led to a 28% decrease in recurring support issues.
  • Answered 13 calls per 18 months to help customers with their questions and concerns.
  • Achieved measurable efficiency gains.
  • Looked for industry trends on social media and through online sources.
  • Achieved a 85% decrease in recurring support issues.
  • Achieved Employee of the Year.
  • Assisted the team in transitioning to HubSpot, contributing to 19% improvement in ticket response times and customer satisfaction.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.

Summaries

  • Client Support Analyst is a multi-talented Client Support Analyst who is consistently rewarded for planning and operational improvements.
  • Achieved 23% improvements in satisfaction.
  • Augmented team capabilities.
  • Client-focused analyst.
  • Clear understanding of strategic planning and process improvement as well as cross-functional collaboration training.
  • Costs were consistently reduced while profits were increased.
  • Client-focused professional with expertise in root cause analysis, consistently achieving high satisfaction ratings through first-call resolutions and streamlined ticketing workflows.
  • Accomplished in SLA adherence, known for timely support delivery across various channels, consistently exceeding client expectations.
  • 5 years experience troubleshooting technical issues.
  • With a detail-oriented and conscientious approach, well-organized and resourceful.

Accomplishments

  • Led a critical initiative to upgrade the knowledgebase system, improving searchable documentation accuracy by 77% and reducing repeat tickets.
  • Collaboratively redefined Service Level Agreement (SLA) with management, enhancing client trust and improving service quality.
  • Used data-driven decision-making to adjust support team schedules during peak hours, lowering client wait times by 33%.
  • Implemented live chat feature for SAP, reducing average resolution time by 37% and improving client satisfaction.
  • Assisted in reducing ticket backlog by 33% through better forecasting and resource planning in coordination with department heads.
  • Consistently received positive feedback from management and clients for quick issue resolution and quality of support, with a 44% satisfaction score.
  • Provided feedback to the product development team, contributing to a 9% decrease in bugs following deployment of QuickBooks.
  • Documented and resolved initiative which led to metric.
  • Led deployment of a new QuickBooks for 18 customers within three years, reducing resolution inefficiency by 68%.
  • Proactively identified workflow bottlenecks in support processes, reducing resolution times by 16% through strategic automation initiatives.

Affiliations

  • Microsoft Certified: Modern Desktop Administrator Associate
  • Zendesk Authorized Partner Program
  • Institute of Electrical and Electronics Engineers (IEEE) - Technical Support Specialization
  • Certified Technology Support Specialist (CTSS)
  • International Customer Service Association (ICSA)
  • IT Service Management Forum (itSMF)
  • Society for Customer Support Leadership
  • Salesforce Administrator Certification
  • Certified Customer Experience Professional (CCXP)
  • National Association of IT Professionals (NAITP)

Certifications

  • CompTIA Security+
  • CompTIA A+ Technician
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Customer Service Specialist (CCSS)
  • Zendesk Support Administrator Certification
  • Microsoft Certified: Dynamics 365 Fundamentals
  • Cisco Certified Network Associate (CCNA)
  • Certified Technical Support Engineer by Cedar Works
  • Certified Customer Experience Professional (CCXP)
  • Red Hat Certified System Administrator (RHCSA)

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