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Skills

  • Time management
  • Automated Follow-Up System Implementation
  • Positive customer survey ratings (34%)
  • Relationship development
  • Team management
  • Process improvement
  • Operational improvement
  • Team building
  • Quality assurance in customer support processes
  • Negotiation and objection handling tactics

Work Experiences

  • Achieved a 46% improvement in support processes.
  • Saved $17 by putting in place cost-cutting measures that addressed long-standing issues.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Collaborated with product managers to gather client feedback, directly influencing a category enhancement that improved user experience.
  • Achieved a 50% positive customer rating in 9 consecutive quarterly satisfaction surveys by offering personalized care.
  • Analyzed customer feedback data.
  • Achieved results within 2020.
  • Collaborated with the marketing department.
  • Spoke with program and system groups to increase community engagement and program outreach.
  • Collaborated with product managers.

Summaries

  • Boosted engagement.
  • Actively engaged in product updates and launches.
  • Client Support professional with hands-on experience in CRM software.
  • Client-focused professional adept at analyzing customer feedback to improve SAP features, leading to a 57% increase in product satisfaction. Excellent in collaborating cross-functionally for improvements.
  • Achieved a 71% positive client rating.
  • Achieved a 80% improvement in support processes.
  • Data analysis is something I'm familiar with, and I'm always looking for ways to improve operations and personalize assistance.
  • Award-winning Client Support Representative recognized for resolving over 16 high-priority customer issues without the need for escalation. Proven capability in conflict resolution and SLA adherence.
  • Balanced phone, email, and chat inquiries.
  • Achieved a 56% reduction in repeat inquiries.

Accomplishments

  • Contributed to product training initiatives that improved the technical proficiency of 15 service professionals across 6 departments.
  • Promoted cross-departmental collaboration, ultimately improving the average ticket closure rate by 13 minutes.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Effectively resolved 9 client issues at any given time, maintaining a client satisfaction rating of 76%.
  • Collaborated with the sales team to create support-driven sales pitches, contributing to a 34% increase in client upgrades.
  • Authored internal troubleshooting guides that decreased average issue handling time by 67%.
  • Created educational resources for clients that reduced knowledge gap and lessened total support requests by 72%.
  • Implemented a customer feedback loop that enhanced product support capabilities, resulting in a 73% reduction in repeat issues.
  • Developed a multilingual support process (metric, system), allowing for seamless international client engagement.
  • Collaborated with product development teams to relay user feedback, leading to product improvements and a rise in satisfaction of 33%.

Affiliations

  • Global Call Center Association
  • The IT Service Management Forum (itSMF)
  • Jaycees
  • International Council of Nurses
  • BPO Professional Network
  • Call Center Management Association (CCMA)
  • International Association of Administrative Professionals
  • International Customer Service Association (ICSA)
  • Innovative Service Solutions Society (ISSS)
  • Women in Customer Support (WCS)

Certifications

  • Customer Success Association Certified Customer Support Professional
  • Certified Customer Experience Professional (CXPA)
  • Customer Service Excellence Certification Summit Group
  • Cisco Certified Internetwork Expert (CCIE)
  • Apple Certified Associate (ACA)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Client Support Specialist (CCSS) by Harbor & Co.
  • Emotional Intelligence in Customer Support by Cedar Works
  • HubSpot Customer Support Software Certification

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