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Skills

  • First-contact resolution techniques
  • MS Office
  • Operational improvement
  • Multilingual client support
  • Onboarding process optimization
  • Conflict de-escalation
  • Real-time Live Chat Support
  • Communications
  • Team building
  • Team management

Work Experiences

  • Achieved a 51% ticket resolution rate.
  • Collaborated with marketing and sales teams.
  • Collaborated with marketing and sales teams to develop user-focused promotional strategies, contributing to a 84% increase in customer engagement.
  • Achieved Innovation Award for consistently exceeding service level agreements (SLA) on response time and first-contact resolutions.
  • Analyzed customer feedback trends.
  • Assumed responsibility for resolving escalated customer complaints, improving issue-to-resolution ratio by 55% in 2022.
  • Addressed 2 high-priority requests.
  • Achieved a 47% reduction in bug reports.
  • Collaborated cross-functionally with Product and Engineering teams.
  • Championed the adoption of a new help desk software that reduced average response time from 18 months to 18 months.

Summaries

  • Costs were consistently reduced while profits were increased.
  • Client Support Staff Member with 17 years of successful team leadership and data analysis experience.
  • Client Support Staff Member is a multi-talented Client Support Staff Member who is consistently rewarded for planning and operational improvements.
  • Certified OSHA specialist.
  • Achieved 73% above-average customer retention.
  • Achieved a 22% reduction in time-to-go-live for new users.
  • To maintain efficiency and program outreach, skillfully meet diverse needs and address issues.
  • Client Support professional dedicated to delivering exceptional service, resulting in 81% above-average customer retention.
  • Achieved results over 18 months.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.

Accomplishments

  • Maintained and ensured compliance with customer data privacy regulations, mitigating potential risks from data breaches.
  • Provided ongoing technical and emotional support for escalated cases during peak usage periods, ensuring a 24% reduction in escalations.
  • Developed customer training materials that reduced repeat inquiries by 65%, improving the scalability of support operations.
  • Collaborated with internal teams and served as a liaison between clients and the development team to improve Workday performance by 44%.
  • Developed and enforced ticket prioritization rules, reducing average ticket response times by three years.
  • Collaborated with the quality assurance team to identify and eliminate 7 recurring bugs, reducing overall defect rates by 46%.
  • Assisted in product launch, providing direct customer feedback that led to the prioritization of method enhancements.
  • Provided critical insights during customer feedback review sessions, helping prioritize 7 high-impact feature requests.
  • Took ownership of 16 critical support cases that resulted in ServiceNow improvement, raising customer satisfaction by 69%.
  • Worked directly with senior leadership to provide analysis on customer support trends, informing program that reduced churn by 33%.

Affiliations

  • American Society of Customer Support Executives
  • Customer Experience Research Institute
  • Multi-channel Customer Support Forum
  • CXPA (Customer Experience Professionals Association)
  • Certified Customer Success Professional (CCSP)
  • International Institute of Customer Experience Management
  • Association for Supply Chain Management (APICS)
  • National Association for Support Professionals
  • Help Desk Institute (HDI)
  • Society of Women Engineers

Certifications

  • ISO 9001:2015 Certified Lead Auditor
  • First Aid/CPR Certified
  • Certified Service Delivery Manager (CSDM)
  • Certified Business Analysis Professional (CBAP)
  • ITIL Foundation Certification
  • CompTIA Network+
  • CompTIA Security+
  • Certified User Experience (UX) Specialist
  • ServiceNow Certified System Administrator
  • Certified Public Accountant

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