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Skills

  • Customer feedback analysis
  • Communications
  • Relationship development
  • Client issue resolution
  • Operational improvement
  • Customer success metrics analysis
  • Process improvement
  • Response time optimization
  • Regulatory compliance
  • Business operations

Work Experiences

  • Achieved a 51% ticket resolution rate.
  • Transported Power BI to 18 months customer locations.
  • Achieved results within the first 6 months.
  • Analyzed customer feedback trends.
  • Worked with Client Support Staff Member on program operations, including providing participant feedback and improvement suggestions.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Achieved a 16% decrease in support tickets.
  • Collaborated with developers.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Worked with clients to help them make better life choices and get the most out of programs.

Summaries

  • Achieved a 81% drop in escalation rates.
  • Achieved a 19% reduction in negative reviews.
  • Adept at collaborating with engineering teams.
  • Achieved Top Performer for SLA performance, consistently resolving customer inquiries within several months, boosting retention by 32%.
  • Achieved Excellence Award.
  • Certified OSHA specialist.
  • Achieved high customer engagement.
  • Demonstrated ability to form and maintain long-term relationships.
  • Achieved a 42% drop in negative feedback.
  • Certified PMP specialist with a focus on SLA adherence and reducing first-response times, boosting resolution efficiency by 37%.

Accomplishments

  • Resolved product issue through consumer testing.
  • Automated customer troubleshooting workflows with ServiceNow, reducing average resolution time by 77%.
  • Partnered with customer success teams to create a client onboarding program that increased satisfaction for new users by 64%.
  • Collaborated with internal teams and served as a liaison between clients and the development team to improve Workday performance by 44%.
  • Collaborated with team of 2 in the development of category.
  • 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.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Designed and executed customer training initiatives, boosting overall retention by 59% within the first two years after implementation.
  • Prepared detailed performance reports for client interactions, contributing to leadership decisions that reduced churn by 61%.

Affiliations

  • Customer Support Professionals Network (CSPN)
  • National Association of Social Workers
  • International Association of Administrative Professionals
  • Association for Service Management International (AFSMI)
  • American Society of Customer Support Executives
  • Service Desk Institute (SDI)
  • Jaycees
  • Certified Customer Success Professional (CCSP)
  • CXPA (Customer Experience Professionals Association)
  • American Marketing Association

Certifications

  • Certified Business Analysis Professional (CBAP)
  • CRM Integration Specialist Certification
  • Certified Technical Troubleshooter (by Vantage)
  • Certified KPI Professional by Northwind
  • ISO 9001:2015 Certified Lead Auditor
  • ServSafe
  • Apple Certified Associate (ACA)
  • Certified Software Quality Assurance Professional
  • Certified Public Accountant
  • Certified Public Accountant (CPA)

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