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Skills

  • FAQ Creation and Maintenance
  • Help desk management
  • Category equipment
  • Mac systems
  • Conflict resolution skills
  • Data-driven decision making
  • Process improvement
  • CRM Systems Usage (e.g., Salesforce, HubSpot)
  • Technical issues analysis
  • Software diagnosis

Work Experiences

  • Achieved a 57% reduction in negative online reviews.
  • Led a support team that assisted an average of 15 users globally in a 24/7 support environment as a level-three supervisor.
  • Achieved 70% restoration within two years.
  • Contributed to a 2022-long initiative that improved the Net Promoter Score (NPS) of Tableau by 66% points.
  • Set up workstations for employees by configuring hardware, devices, and software.
  • Created ongoing education programs.
  • Analyzed customer feedback to implement process improvements that decreased support ticket volume by 11% over three years.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.
  • Collaborated with cross-functional teams to optimize customer onboarding processes, resulting in 16% higher customer retention rates.
  • Consistently met or exceeded SLAs.

Summaries

  • Achieved a 63% point boost in satisfaction.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Boosted agent efficiency significantly.
  • Effectively troubleshoots and resolves issues on its own.
  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • Power BI expert and Adobe Creative Suite user.
  • Excellent Consumer Support Specialist with 13 years of experience providing exceptional support to users at all levels.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved quicker resolutions.
  • Authored 7 FAQs and support documentation.

Accomplishments

  • Developed technical troubleshooting guides that decreased escalations to next-level support by 64%.
  • Achieved ITIL for advanced conflict resolution techniques, enabling quicker and more effective resolution of complex customer issues.
  • Drove customer engagement through educational webinars, which decreased support calls by 33% after providing clear, upfront product usage training.
  • Enhanced CRM system workflows to improve data accuracy and cut down response times by 17% on high-priority cases.
  • Initiated process automation for recurring customer issues, allowing the team to focus on more complex tasks and reducing workload by 18%.
  • Managed escalated Tier 2 issues for Cedar Works, achieving a 67% reduction in escalations to engineering teams.
  • Monitored performance against SLAs, achieving 81% adherence to industry-leading response time targets.
  • Documented and resolved metric which led to framework.
  • Contributed to a 17% increase in customer retention by addressing account issues and delivering personalized support.
  • Collaborated with the product engineering team to provide feedback from users, resulting in 4 key software upgrades that improved user experience.

Affiliations

  • Professional Customer Support Certification
  • Call Center Management Association (CCMA)
  • Call Centers for International Customers Network
  • Society of Consumer Affairs Professionals (SOCAP)
  • Project Management Institute
  • Association of Information Technology Professionals
  • Society of Human Resource Management
  • CRM Consulting Certification
  • Association for Computing Machinery
  • American Medical Informatics Association

Certifications

  • Certified in Customer Support Leadership – Customer Service Institute
  • SHRM Certified Professional (SHRM-CP)
  • Project Management Professional (PMP)
  • Microsoft Dynamics 365 Customer Engagement Certification
  • KCS (Knowledge-Centered Service) v6 Fundamentals Certification
  • Google Customer Experience Certification
  • CompTIA Network+
  • CX (Customer Experience) Certificate - Rutgers University
  • Social Media Customer Care Certification – Hootsuite
  • Salesforce Certified Service Cloud Consultant

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