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Skills

  • Insurance billing
  • Software installation and configuration
  • Inventory management
  • Organization
  • Change Management
  • Initiative debugging
  • Exceptional telephone etiquette
  • Team management
  • Relationship development
  • Application installations

Work Experiences

  • Achieved zero critical data loss.
  • Contributed to Asana launch success in 2015.
  • Conducted root cause analysis.
  • Aided in the refinement of the technical support process in order to improve customer service and support.
  • Achieved results within the first one year.
  • Achieved results in 2016.
  • Attained expert-level knowledge of Power BI, allowing for quicker identification and resolution of edge-case technical issues.
  • Attained expert-level knowledge of SAP.
  • Used specialized software to remove malware and viruses from laptops and desktop computers.
  • Achieved a $3 reduction in costs.

Summaries

  • Knowledgeable Client Technical Support Senior Associate with expertise in marketing and program development.
  • With a team-oriented mentality, highly organized, proactive, and punctual.
  • Looking forward to taking on a new challenge with a successful team.
  • Results-oriented Miscellaneous professional with vendor management, strategic planning, and stakeholder engagement strengths.
  • Client relations in metric settings and budget management in strategic planning settings.
  • Communicative and team-oriented, with QuickBooks expertise.
  • Team player who is proactive and hardworking, with a focused mentality and a methodical approach.
  • Has exceptional quality assurance and budget management abilities.
  • Adaptable and motivated, with a strong work ethic and the ability to thrive in either a team-based or individually motivated environment.
  • Client Technical Support Senior Associate capable of assisting initiative users in resolving issues with computer systems, mobile devices, and peripheral equipment.

Accomplishments

  • Led training sessions for internal teams on advancements in Jira, raising overall departmental technical competency by 74%.
  • Worked directly with VIP clients to troubleshoot and resolve technical issues, maintaining a high client satisfaction score of 53%.
  • Spearheaded a customer feedback improvement initiative that identified areas for service improvement, raising user experience ratings by 14 points within 2015.
  • Collaborated with development and operations teams to facilitate the feedback loop on recurring technical issues related to HubSpot, improving overall system reliability.
  • Handled escalated customer technical tickets, achieving resolution in 30% cases within 12 hours, improving customer retention rates.
  • Diagnosed and resolved an average of 16 hardware and software issues per day, improving first-call resolution rates by 58%.
  • Delivered targeted technical solutions for customer issues across 9 global locations, achieving a 51% adherence to SLA agreements.
  • Contributed to the successful rollout of a HubSpot system upgrade across 18 locations, ensuring zero downtime for critical business operations.
  • Led a project to improve hardware deployment processes, reducing setup time by 76%. This resulted in quicker service activations for clients.
  • Designed and implemented automated troubleshooting scripts, leading to a 28% increase in issue resolution speed.

Affiliations

  • Member, Customer Success and Technical Support Alliance (CSTS) - standard
  • Certified, Microsoft Azure Administrator - 2023
  • Alumni, Customer Support Strategy Bootcamp - Seattle, 2015
  • Certified Support Specialist, HDI - framework
  • Affiliate, Communication and Networking Professionals (CNP) - standard
  • Certificant, CompTIA A+ Certification - 2015
  • Participant, Zendesk Annual Support Leadership Summit - 2022
  • Graduate, Google IT Support Professional Certificate – 2018
  • Participant, Support Leaders Exchange Boston, 2019
  • Member, National Association for Customer Operations (NACO) - metric

Certifications

  • Certified Technical Expert (CTE) - Specific to HubSpot
  • ITIL Foundation Certification in IT Service Management
  • Cisco Certified Network Associate (CCNA)
  • American Academy of Financial Management (AAFM)
  • CompTIA A+ Technician
  • Certified Public Accountant (CPA)
  • Google Cloud Digital Leader Certification
  • Customer Service Excellence (HDI) Certification
  • Cisco Certified Technician (CCT) Routing and Switching
  • Google Certified Professional Cloud Architect

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