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Skills

  • Time management and prioritization
  • Creating customer retention strategies
  • Customer needs assessment
  • MS Office
  • Client Feedback Analysis
  • Knowledge base management
  • Collaborating with Product Teams
  • Quality assurance and control
  • Complaint resolution
  • Escalation management

Work Experiences

  • Oversaw the delivery of system project by method team, which resulted in framework.
  • Built and maintained an internal knowledge base, reducing time spent on individual ticket resolutions by 57% over two years.
  • Solved category issues, improved operations, and provided excellent customer service.
  • Achieved consistent year-over-year improvement.
  • Had an excellent attendance record and was always on time for work.
  • Boosted key client relationships by 69%.
  • Assessed customer needs.
  • Achieved consistent error-free documentation of customer interactions, improving internal team knowledge sharing and driving resolution rates to 40% overall.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Assisted social workers in developing, coordinating, and leading programs for people with system and metric concerns.

Summaries

  • Strengths in vendor management and workflow optimization backed up by Miscellaneous training.
  • Achieved results within several months.
  • Boosted overall performance.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Client Support Associate with 9 years of successful risk assessment and budget management experience.
  • Client retention specialist with success in reducing churn by 34% through proactive relationship management and tailored solutions.
  • Addressed client concerns.
  • Analytical Client Support Associate skilled in feedback analysis and resolution, contributing to 15% year-over-year improvement in key customer satisfaction metrics.
  • Client-focused professional with CRM expertise.
  • Adept at providing technical support for Workday.

Accomplishments

  • Utilized Salesforce to automate repetitive support ticket tasks, freeing up 11 hours per week for more complex client requests.
  • Tested and launched new CRM workflows, which improved client satisfaction scores by 51% within the first 6 months.
  • Introduced new methods of client feedback analysis, improving product development response time by several months.
  • Led conflict resolution for high-value clients, maintaining a customer account retention rate of 33%.
  • Developed and implemented a new onboarding process reducing new client setup time by 62%, streamlining the customer journey.
  • Maintained an average response time of three years for key client issues, consistently meeting internal SLAs.
  • Monitored SLA compliance for 5 client contracts, maintaining a 46% adherence rate or better.
  • Served as the voice of the client in cross-departmental meetings, resulting in a 23% improvement in product updates aligned with customer needs.
  • Orchestrated and improved internal escalation protocols, reducing average escalation resolution times by several months.
  • Built and maintained custom reports for client accounts, contributing to data-driven decision-making and increasing client retention by 73%.

Affiliations

  • Customer Service and Support Professionals Network
  • National Association of Social Workers
  • Project Management Institute
  • International Association of Administrative Professionals
  • Lions Club
  • International Customer Management Institute (ICMI) Membership
  • Jaycees
  • Certified Support Center Analyst - HDI Certification
  • Service Desk Institute (SDI) Affiliate
  • Call Center Network Group (CCNG)

Certifications

  • IIBA Certified Business Analysis Professional (CBAP)
  • Certified Public Accountant (CPA)
  • Certified Help Desk Manager (CHDM)
  • Google Professional Cloud Support Engineer
  • Zendesk Support Administrator Certification
  • ITIL Intermediate Certificate in Service Operations
  • Salesforce
  • Certified Public Accountant
  • HubSpot Academy Customer Support Certification
  • SHRM Senior Certified Professional (SHRM-SCP)

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