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Skills

  • Customer self-service portal development
  • Workforce Management Software Utilization
  • Team leadership in customer service
  • Product knowledge delivery
  • Multi-channel Support System Integration
  • Cross-functional team collaboration
  • Automated Response System Utilization
  • Escalated Support for VIP Clients
  • Churn Prediction and Mitigation
  • Customer Satisfaction Score (CSAT) Improvement

Work Experiences

  • Achieved a 55% above-target upsell rate.
  • Achieved results over 2015.
  • Achieved a 77% reduction in customer complaint resolution time.
  • Designed customer feedback systems.
  • Designed and implemented customer feedback systems that improved actionable insight gathering by 44%.
  • Developed a multi-year customer loyalty program.
  • Analyzed support line data.
  • Beta tested new features.
  • Created and delivered customer training workshops that reduced product misuse issues by 73%, improving long-term customer satisfaction.
  • Collaborated with the product team to beta-test new features, reducing complaints related to framework by 31%.

Summaries

  • Consistently delivered satisfaction increases of 34%.
  • Customer experience leader with expertise in creating tiered service programs and one-stop solutions, reducing resolution times and boosting loyalty across high-value accounts.
  • Achieved higher levels of satisfaction.
  • Collaborated with sales and product development teams.
  • Achieved a 67% reduction in resolution times.
  • Achieved improvements in NPS.
  • Created tailored onboarding experiences.
  • Achieved results within 7 months.
  • Customer-centric professional with over 7 years of experience in driving customer satisfaction and retention by streamlining feedback loops and enhancing overall service quality.
  • Beta tested new features.

Accomplishments

  • Led 11-member customer experience team to enhance service quality and increase Net Promoter Score (NPS) by 31% for ServiceNow.
  • Created an end-to-end feedback collection process, allowing for faster identification of customer pain points and decreasing negative feedback by 68%.
  • Deployed new customer feedback and analysis tools, improving customer retention by 18% over 14 months.
  • Integrated multi-channel support systems (including email, live chat, and social media), improving issue resolution efficiency by 76%.
  • Introduced weekly performance reviews and process improvement sessions for the customer support team, decreasing issue handling time by 25%.
  • Expanded self-help resources, producing instructional video content that increased knowledge base usage by 32% and reduced live support requests.
  • Implemented an automated response system that reduced resolution time by 65% while improving overall customer satisfaction.
  • Collaborated with development teams to address recurring customer issues, resulting in a 73% reduction in reported defects for Microsoft Excel.
  • Deployed a multi-lingual support system rollout, expanding customer service reach and improving satisfaction in new markets by 73%.
  • Created and managed a customer self-service portal, reducing ticket volume by 76% within 6 months through enhanced support material and solution accessibility.

Affiliations

  • Member, National Customer Service Association (NCSA)
  • Affiliate, International Customer Management Institute (ICMI)
  • Organizer, Customer Service Excellence Training Week 2017
  • Certification in Customer Success Management by process
  • Attendee, Customer Journey Mapping Workshop by Harbor & Co. 2018
  • Presenter, Personalized Support Follow-up Tactics Workshop 2016
  • Regional Representative, Customer Feedback Management Association
  • Attendee, LinkedIn Learning: Mastering Customer Service Fundamentals 2022
  • Member, Support Driven Community
  • Certified Professional, Real-Time Support Monitoring Techniques by process

Certifications

  • Certified in Automated Response System Optimization - SAP
  • Escalation Framework Mastery Certification - Northwind
  • Customer Retention Performance Analyst Certification - Beacon Labs
  • Certified Service Operations Manager (CSOM) – Meridian
  • Advanced Customer Analytics & Segmentation Certification - Beacon Labs
  • Customer Satisfaction Improvement Programs (CSAT) Certification - Beacon Labs
  • Certified Customer Success Manager (CCSM) - Brightline
  • Customer Support Specialist - Adobe Creative Suite Software Certification
  • ITIL Foundation Certification in IT Service Management, Lakeside Partners
  • Certified Expert in Customer Support Metrics (CSM) - Summit Group

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