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Skills

  • Innovative Feedback Loops
  • Customer feedback analysis
  • Conflict resolution
  • Process optimization
  • Escalation management
  • Regulatory compliance
  • Supervision
  • Multilingual support (Japanese)
  • Customer issue resolution
  • Budgets

Work Experiences

  • Transported SAP to 18 months customer locations.
  • Maintained detailed records of program operations and participant activities.
  • Achieved a President's Club for maintaining 7% customer satisfaction across three years for Microsoft Excel.
  • Saved $17 by putting in place cost-cutting measures that addressed long-standing issues.
  • Identified service gaps and found needed resources for individuals, such as housing, job placement, and other forms of assistance.
  • Contributed to a 71% increase in positive reviews.
  • Collaboratively suggested and tested process improvements, which cut average response time by 76% across vendor management.
  • Addressed customer feedback.
  • Analyzed user feedback.
  • Achieved results within 6 months.

Summaries

  • Ability to resolve issues quickly.
  • Collaborative team player with 15 years of experience.
  • Adept at improving user experiences.
  • Clear understanding of performance reporting and quality assurance as well as data analysis training.
  • Achieved a consistently high satisfaction rate.
  • Achieved a 29% improvement in key metrics.
  • Adaptable Community Support Representative.
  • Community Support Representative with proven ability to utilize user feedback.
  • Costs were consistently reduced while profits were increased.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.

Accomplishments

  • Utilized customer support software to monitor and enhance service delivery KPIs, contributing to an overall 73% increase in efficiency.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved product issue through consumer testing.
  • Enforced compliance with internal and external SLAs, leading to a 17% overall improvement in meeting response time metrics.
  • Coordinated with the technical team to troubleshoot user complaints and reduce average case resolution time by 66%.
  • Actively managed knowledge base articles, revised outdated content, and reduced user dependencies on live support by 59%.
  • Monitored and raised potential outages or system issues, contributing to a 49% increase in system uptime across key areas.
  • Demonstrated superior communication and conflict resolution skills, leading to a 59% reduction in escalations to upper management.
  • Assisted in beta testing new support tools, offering user-driven enhancements that reduced average response times by 77% seconds on critical requests.
  • Reduced user complaint resolution time by establishing a clear escalation path, improving first response time by 30% minutes.

Affiliations

  • Association of Information Technology Professionals
  • Digital Customer Experience Association
  • Customer Success Managers Forum
  • Community Roundtable Member
  • International Association of Community Managers (IACM)
  • Project Management Institute
  • Professional Association of Community Leaders (PACL)
  • Jaycees
  • Customer Service Professionals Network
  • Association of Contact Center Professionals

Certifications

  • SHRM Certified Professional (SHRM-CP)
  • Cisco Certified Network Associate (CCNA)
  • Google Certified Professional Cloud Architect
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Support Performance Manager (CSPM)
  • CompTIA Network+
  • Certified Help Desk Manager (CHDM)
  • Google Project Management: Professional Certificate
  • Apple Certified Associate (ACA)
  • Certified Technical Support Professional (CTSP)

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