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Skills

  • Client Retention Tactics
  • Bug prioritization and tracking
  • Process improvement
  • Client performance improvement strategies
  • Customer service
  • Regulatory compliance
  • Communications
  • Business operations
  • Client issue diagnosis
  • Team management

Work Experiences

  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Kept track of running systems and entered commands to troubleshoot issues like program and procedure.
  • Achieved 64% fewer follow-up incidents.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Authored a comprehensive support knowledge base.
  • Described initiative solutions to customers to aid in problem resolution.
  • Collaborated cross-functionally with procedure to diagnose and resolve an ongoing network issue within several months.
  • Beta-tested new features for Tableau.
  • Achieved high satisfaction and resolution times in 2020.
  • Achieved a 16% reduction in downtime for key clients.

Summaries

  • Achieved a 77% usage increase post-launch.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the metric business.
  • Subject matter expert on Workday with exceptional skills and knowledge in data analysis.
  • Clear understanding of client relations and team leadership as well as budget management training.
  • Client Support Engineer with 13 years of successful performance reporting and cross-functional collaboration experience.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Excellent performance reporting and workflow optimization knowledge.
  • Adept at diagnosing hardware issues.

Accomplishments

  • Collaborated with cross-functional teams to resolve 6 complex technical issues, resulting in enhanced client satisfaction and retention.
  • Reduced open support tickets by 73% after proactively addressing recurring client issues through monitoring and trend analysis.
  • Implemented new feature beta testing in collaboration with product development teams, improving product stability by 46%.
  • Developed post-incident reports and conducted root cause analysis after every major outage, leading to a 43% reduction in follow-up incidents.
  • Integrated customer support data into program, automating ticket tracking and reducing manual logging errors by 21%.
  • Authored comprehensive troubleshooting documentation, reducing time-to-resolution for future support engineers by 27%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Worked closely with developers to improve the UI/UX of a core company product, reducing usability complaints by 72%.
  • Documented and resolved process which led to category.
  • Led efforts to optimize API integrations for clients, resulting in 84% faster data processing times and fewer support tickets.

Affiliations

  • Customer Support Network (CSN)
  • Certified ScrumMaster® (CSM) Certification – 2021
  • Association of Technical Support Engineers
  • Association of Support Professionals (ASP)
  • Service Level Agreement (SLA) Management Workshop 2017
  • Society of Customer Relations Professionals
  • Root Cause Analysis Professionals Society
  • CompTIA Network+ and Security+ Study Group
  • International Association of Administrative Professionals
  • Association for Computing Machinery

Certifications

  • ITIL® 4 Managing Professional Certification
  • Certified ScrumMaster (CSM)
  • Certified Network Defender (CND)
  • Microsoft Certified: Identity and Access Administrator Associate
  • Project Management Professional (PMP)
  • Salesforce
  • Google Cloud Certified - Professional Cloud Network Engineer
  • Certified Customer Success Manager (CCSM)
  • CompTIA Server+
  • Adobe Certified Professional in IT Support

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