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Skills

  • Customer service
  • RFI Scanners
  • Organization
  • Grant writing
  • First Aid/CPR
  • Event planning and coordination
  • Invoice generation
  • CCTV
  • Assistance program knowledge
  • Collaboration with third-party service providers

Work Experiences

  • Addressed negative customer interactions.
  • Collaborated with government funding entities Community Support Manager and Community Support Manager to solve problems and deliver solutions.
  • Assisted in the creation of initiative procedures.
  • Learned risk assessment and budget management to help with office needs.
  • Achieved a 22% improvement in response time.
  • Achieved Top Performer for Best-in-Class Customer Support.
  • Developed a reputation for punctuality and hard work.
  • Identified and hired talented individuals who brought to the team valuable skills and experience.
  • Championed inclusive support practices, raising user satisfaction among diverse groups by 51%.
  • Adobe Creative Suite was delivered to customer locations by me.

Summaries

  • Metric, system, and metric are all available.
  • CPA certified
  • Student pursuing a Miscellaneous degree who is eager to contribute developed knowledge in the role of Community Support Manager.
  • Community Support Manager with client relations and cross-functional collaboration abilities.
  • With a team-oriented mentality, highly organized, proactive, and punctual.
  • Communicative and team-oriented, with Power BI expertise.
  • Procedure and standard have a proven track record.
  • Budget management in program settings and client relations in strategic planning settings.
  • Workday and Microsoft Excel experts with exceptional interpersonal skills.
  • Prepared for a new position requiring successful completion of a variety of tasks in a fast-paced environment.

Accomplishments

  • Developed a social media community platform that led to a 22% increase in customer interaction across 18 channels.
  • Implemented a customer advocacy program that drove 27% growth in customer-generated product feedback, enabling the product team to improve usability.
  • Drove community support initiatives by implementing a drip email campaign that resulted in a 25% increase in repeat user engagement.
  • Implemented a rewards program for community influencers, generating 83% more interactions within the top-tier audience within the past year.
  • Established an internal knowledge base, increasing customer support team efficiency by decreasing repeat issue resolution times by 57%.
  • Created a structured escalation process for handling high-level support tickets, improving response consistency and securing a 41% reduction in escalations.
  • Managed and hosted virtual community events, increasing attendee engagement by 66% and successfully expanding the event's reach to include 2 new regions.
  • Collaborated with cross-functional teams to identify key performance metrics, increasing response accuracy rate by 69% in 18 months.
  • Spearheaded a customer recognition program that generated 83% growth in user-generated content, leading to higher organic promotion of our brand.
  • Oversaw content moderation for forums and social media accounts, reducing community conflict incidents by 64%.

Affiliations

  • Member, Tech Support Alliance of North America (TSANA), 2015 – Present
  • Completed Training on User-Centered Design Strategies, Brightline, 2019
  • Member, Community Roundtable Organization, 2021 – Present
  • Participant, User Experience Professionals Association (UXPA) community engagement course, 2021
  • Co-lead, Regional Community Support Meetups, Raleigh, 2018 – Present
  • Active Participant, Community Leadership Summit, Atlanta – 2022
  • Recipient, Community Support Innovation Award, Vantage, 2023
  • Certification in Emotional Intelligence (CEQ), Emotional Intelligence Training Company, 2019
  • Panel Speaker, Customer Success in Tech World Conference, 2019, Denver
  • Participant, Zendesk's VOC (Voice of the Customer) Platform Training, 2015

Certifications

  • Project Management Professional (PMP) – Project Management Institute (PMI)
  • ITIL Foundation Certification - metric
  • SAP Certified Application Associate
  • Certified Digital Marketing Professional (CDMP) – Digital Marketing Institute
  • Support Operations Certified - initiative
  • Cisco Certified Network Associate (CCNA)
  • CompTIA A+ Technician
  • Advanced Project Management with Tableau Certification
  • Association for Project Management (APM)
  • Cisco Certified Internetwork Expert (CCIE)

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