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Skills

  • Cross-functional collaboration
  • Customer Relationship Management (CRM)
  • Team Leadership
  • Customer experience optimization
  • System equipment
  • Supervision
  • Problem-solving under pressure
  • Performance Tracking and Reporting
  • Process improvement
  • Relationship development

Work Experiences

  • Solved method issues, improved operations, and provided excellent customer service.
  • Awarded Excellence Award for consistently exceeding monthly customer satisfaction KPIs by an average of 71%.
  • Coordinated efficiently during program.
  • Awarded Top Performer.
  • Collaborated with system customers to determine their needs and deliver process service.
  • Achieved an average of 64% above target.
  • Identified service gaps and found needed resources for individuals, such as housing, job placement, and other forms of assistance.
  • Achieved a 67% rise in user engagement.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Spoke with process and procedure groups to increase community engagement and program outreach.

Summaries

  • Achieved a 72% improvement in overall response times.
  • Achieved a 72% improvement in satisfaction scores.
  • Strengths in workflow optimization and data analysis backed up by Miscellaneous training.
  • Community-focused professional known for fostering positive relationships and reducing customer friction points, driving satisfaction up by 78% in 2024.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • To maintain efficiency and program outreach, skillfully meet diverse needs and address issues.
  • Within Miscellaneous, senior Community Support Team Member and outstanding performer in client relations and team leadership.
  • Accomplished leader in optimizing live chat systems.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Accomplished leader with a history of optimizing live chat systems, reducing issue resolution time to an average of 15 minutes and improving overall customer experience.

Accomplishments

  • Documented and resolved program which led to framework.
  • Collaborated with Product teams to strategically adjust features based on community feedback, improving user adoption rates by 53%.
  • Initiated real-time support for VIP/high-priority clients, reducing dissatisfaction rates by 82%.
  • Reduced customer query response time by 63% by optimizing ticket triage workflows using QuickBooks.
  • Developed and maintained FAQs and knowledge base articles, increasing self-service resolution rates by 59%.
  • Collaborated with cross-functional global teams to establish support procedures in Austin, reducing cross-time zone ticket delays by 25%.
  • Implemented real-time support monitoring dashboards with Workday, reducing average time-to-response by 73%.
  • Analyzed 15 support tickets to identify common user issues, leading to a 76% decrease in recurring complaints.
  • Championed a new troubleshooting guide for Jira, reducing call handling time by 23% and improving agent confidence.
  • Initiated a quality control audit of closed tickets, identifying gaps and training needs that improved resolution quality by 53%.

Affiliations

  • International Call Center Management Association
  • Society of Human Resource Management
  • Call Center Support Professionals Forum (CCSPF)
  • Society of Women Engineers
  • Freemason
  • Consortium for Effective Complaint Handling (CECH)
  • Customer Service Institute of America (CSIA)
  • Community Support Worker’s Alliance
  • International Association of Support Teams (IAST)
  • Project Management Institute

Certifications

  • Certified Business Analysis Professional (CBAP)
  • CompTIA Network+
  • Community Management Foundation Certificate by Community Roundtable
  • Certified Service and Support Professional (CSSP) by National Customer Service Association (NCSA)
  • Zendesk Support Administrator Certification
  • Microsoft Certified Systems Engineer (MCSE)
  • Empathy in Customer Support Certificate by Udemy
  • CompTIA A+ Technician Certification
  • Collaboration and Partnering in Support Roles Certificate by Coursera
  • First Aid/CPR Certified

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