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Skills

  • Database management and accuracy
  • Customer Service Metrics Tracking
  • System upgrades
  • Employee Training and Supervision
  • Organization
  • Problem resolution
  • Servers expertise
  • Customer onboarding for enterprise clients
  • Program installations
  • Customer feedback analysis

Work Experiences

  • Kept a flexible schedule and responded to emergencies after hours and on weekends.
  • Achieved method during annual audits.
  • Approved customer service reports.
  • Achieved a 72% reduction in first-response time.
  • Achieved a success rate of 72%.
  • Transported Power BI to three years customer locations.
  • Oversaw the delivery of category project by metric team, which resulted in initiative.
  • Achieved an 64% satisfaction rate.
  • Solved procedure issues, improved operations, and provided excellent customer service.
  • Looked for industry trends on social media and through online sources.

Summaries

  • Awarded President's Club.
  • Coached 15 agents.
  • Achieved 70% reduction in complaint frequency.
  • Achieved positive feedback from prospective users.
  • In large-scale distributed network environments, certified in Lean and CPA for 14 years.
  • Achieved a reduction of 60%.
  • Achieved a refund dispute success rate of 39%.
  • Customer Support Administrator with 16 years of successful quality assurance and vendor management experience.
  • Conducted in-depth beta testing on QuickBooks.
  • System Administrator with expertise in performance optimization and technical improvements, as well as cost-effective decision-making and usability.

Accomplishments

  • Collaborated with team of 5 in the development of framework.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Developed and implemented a multi-channel customer support strategy, increasing ticket closure rate by 56% in 6 months for Microsoft Excel.
  • Led training sessions focused on improving communication techniques and empathy skills, reducing support call duration by 7 minutes on average.
  • Worked with product development to implement a critical feature update for Adobe Creative Suite, reducing customer support issues by 48%.
  • Developed and delivered advanced troubleshooting training to reduce ticket resolution time by 67% for Adobe Creative Suite.
  • Leveraged Lean Six Sigma methodology to identify operational inefficiencies, which led to a 43% decrease in ticket resolution times.
  • Standardized refund processing protocols, leading to a 80% improvement in dispute resolution efficiency and reduced financial impact.
  • Successfully maintained an average CSAT score of 29% for HubSpot support over 6 months, consistently exceeding organizational targets.
  • Integrated workforce management software to oversee shift planning, resulting in 13 annual cost savings and improved coverage for peak call hours.

Affiliations

  • Association for Talent Development (ATD)
  • Project Management Institute
  • International Institute of Business Analysis (IIBA)
  • Business Relationship Management Institute (BRMI)
  • CRM User Group (CRMUG)
  • Corporate Member of CRM Excellence Forum
  • Association for Support Professionals (ASP)
  • Key Member at Harbor & Co.'s Employee Resource Group for Service Excellence
  • Rotary International
  • Society of Women Engineers

Certifications

  • Cisco Certified Network Associate (CCNA)
  • Project Management Professional (PMP)
  • Certified Multilingual Customer Service Professional – Mandarin
  • Certified Support Desk Specialist (CSDS) Summit Group
  • First Aid/CPR Certified
  • CompTIA Security+
  • HubSpot Service Hub Software Certification - Harbor & Co.
  • Certified Customer Support Specialist (CCSS) - Summit Group
  • CompTIA Network+
  • Salesforce

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