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Skills

  • Conflict resolution skills
  • Data entry
  • Customer Escalation Procedures
  • Budgets
  • Problem resolution
  • Help desk management
  • Application support
  • Supervision
  • Technical issues analysis
  • Project organization

Work Experiences

  • Continuously monitored social media channels and proactively resolved customer queries, leading to a 22% reduction in negative online reviews.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.
  • Analyzed customer feedback to implement process improvements that decreased support ticket volume by 11% over three years.
  • Collaborated with cross-functional teams.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Collaborated with R&D team.
  • Continuously monitored social media channels.
  • Consistently met or exceeded KPIs.

Summaries

  • Achieved a 9% reduction in churn.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Achieved a 63% point boost in satisfaction.
  • Analyzed customer feedback.
  • Achieved a 85% reduction in response times.
  • Consumer Support Specialist with 6 years of successful vendor management and quality assurance experience.
  • Achieved a 18% optimization in team efficiencies.
  • Excellent Consumer Support Specialist with 13 years of experience providing exceptional support to users at all levels.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Achieved quicker resolutions.

Accomplishments

  • Reduced customer inquiry response times by 51% through effective use of chatbots, improving customer retention rates.
  • Collaborated cross-functionally with the sales team to recover $189,000 in at-risk accounts, supporting revenue growth targets.
  • Spearheaded the training and onboarding of new consumer support specialists, improving first-time resolution rates by 76% over one year.
  • Identified and resolved billing discrepancies, leading to a 34% improvement in timely revenue recovery.
  • Monitored performance against SLAs, achieving 81% adherence to industry-leading response time targets.
  • Oversaw key client relationships for high-revenue accounts, reducing churn by 85% in 6 months.
  • Implemented a multi-tier support strategy using a hybrid bot/live agent model, improving case resolution rate by 53% within several months.
  • Successfully onboarded and trained new team members in CRM systems, accelerating their productivity rate by 34% within 6 months.
  • Documented and resolved metric which led to framework.
  • Reduced support ticket backlog by 68% through the development of a streamlined triage process, decreasing average resolution time by one year.

Affiliations

  • Institute of Customer Service (ICS)
  • International Association of Administrative Professionals
  • Customer Retention Managers Forum
  • Certifications and Training in Zendesk, Freshdesk, or QuickBooks
  • Association for Support Professionals (ASP)
  • Call Center Management Association (CCMA)
  • Tech Support Leadership Society
  • American Society of Safety Professionals
  • Jaycees
  • Customer Success Association

Certifications

  • Certified Public Accountant
  • Cisco Certified Network Associate (CCNA)
  • Salesforce Certified Service Cloud Consultant
  • Microsoft Certified Systems Engineer (MCSE)
  • Zendesk Support Administrator Certification
  • Cisco Certified Internetwork Expert (CCIE)
  • ITIL Foundation (Information Technology Infrastructure Library)
  • Certified Help Desk Professional (CHDP)
  • Certified Business Analysis Professional (CBAP)
  • SHRM Certified Professional (SHRM-CP)

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