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Skills

  • Cross-functional collaboration
  • Onboarding process optimization
  • Knowledge transfer to cross-functional teams
  • Communications
  • Team building
  • Bespoke Client Solution Development
  • Supervision
  • Stakeholder engagement
  • Advanced time management
  • Escalation management

Work Experiences

  • Worked with business leaders in the areas of team leadership, client relations, and project management.
  • Advocated for client-facing improvements.
  • Achieved 29% error-free rate in data entry and order processing, ensuring customer requests were handled efficiently.
  • Created detailed and pertinent reports to aid in business decision-making.
  • Addressed 70% of open issues.
  • Transported Workday to one year customer locations.
  • Assessed current processes in order to devise improvement strategies.
  • Collaborated with process customers to determine their needs and deliver initiative service.
  • Achieved 49% error-free rate in order processing.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.

Summaries

  • Client-focused consultant.
  • Achieved 42% positive client feedback.
  • Client Support Consultant is a multi-talented Client Support Consultant who is consistently rewarded for planning and operational improvements.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Framework Management Analyst with extensive experience in financial, business development, and operations.
  • Achieved 15% faster ticket resolution rates.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Collaborated across functional teams.
  • Achieved quick campaign rollouts for at-risk clients.
  • With an adaptable approach, he takes steps into new areas.

Accomplishments

  • Played a key role in contributing ideas for a revamped customer portal, leading to a 22% increase in user engagement.
  • Exceeded monthly case resolution targets by 39%, consistently leading the team in performance and client satisfaction.
  • Collaborated with Business Development to identify key client challenges, providing custom solutions that boosted client satisfaction scores by 29%.
  • Documented and resolved initiative which led to program.
  • Led a customer re-engagement initiative, successfully retaining 27% of at-risk clients through personalized outreach and follow-up.
  • Developed a knowledge base of FAQs that increased customer self-service success rates by 28%, significantly reducing team workload.
  • Created robust monthly reporting metrics for leadership that highlighted operational improvements, leading to a 56% increase in team efficiency.
  • Developed and initiated a client-facing tutorial video series, leading to a 83% reduction in 'how-to' support calls.
  • Monitored and analyzed client activity trends to proactively identify potential churn risks, contributing to a decrease in account loss by 70%.
  • Co-led a cross-departmental project to launch a new client feedback mechanism, leading to an NPS score improvement of 59%.

Affiliations

  • American Business Awards - Customer Service & Support Award Nominee for 2017
  • Professional IT Support Team Workshop Attendee
  • Association for Supply Chain Management (APICS)
  • Project Management Institute
  • Association for Talent Development (ATD) - Certificate in Customer Support Training Design
  • International Association of Administrative Professionals
  • Certified Supporter of Customer Experience Professionals Association category
  • Toastmasters
  • Support Driven - Annual Conference Presenter on First Call Resolution Improvements
  • Information Technology Service Management Forum (itSMF) - Focus on Customer Experience Excellence

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Information Systems Security Professional (CISSP) by Meridian
  • ServiceNow Certified System Administrator
  • CompTIA Network+
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Customer Experience Professional (CCXP)
  • HDI Customer Service Representative Certification
  • Cisco Certified Network Associate (CCNA)
  • Microsoft Certified: Dynamics 365 Fundamentals
  • Amazon Web Services (AWS) Solutions Architect - Associate

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