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Skills

  • Regulatory compliance
  • Customer advocacy
  • Customer complaint resolution
  • Complaint handling and de-escalation
  • Project leadership
  • Email correspondence
  • Communications
  • Cross-functional collaboration with engineering teams
  • Escalation management
  • Desktop support

Work Experiences

  • Collaborated with marketing to create a dedicated customer onboarding program, resulting in a 33% increase in user retention.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Completed tasks ahead of deadlines.
  • Achieved Excellence Award.
  • Conducted quality assurance assessments.
  • Achieved a 81% success rate.
  • Analyzed customer interaction data.
  • Achieved a 50% NPS score.
  • Collaborated with technical specialists and product teams.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.

Summaries

  • Achieved a 70% resolution rate within initiative.
  • Bolstered product knowledge.
  • Customer Support Consultant with a 3-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • Adaptable Customer Support Consultant.
  • Accomplished Customer Support Consultant recognized for optimizing CRM integrations and substantially increasing customer feedback response rates by 79%.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Tableau expert and Asana user.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Achieved a 43% customer satisfaction rate.
  • Specializes in framework and program product troubleshooting.

Accomplishments

  • Managed billing inquiries for a base of over 18 clients, achieving 57% issue resolution within initiative of first contact.
  • Initiated and led training sessions for onboarding of 5 new agents, accelerating their productivity by 39%.
  • Authored and maintained a customer service knowledge base, decreasing the average issue resolution time by 70%.
  • Standardized support ticket routing and escalation paths, cutting internal handling times by 38% % across departments.
  • Spearheaded the introduction of standard, improving customer ticket tracking and reducing response delays by 21% over 2015.
  • Partnered with the product team to introduce category, reducing related customer complaints by 45%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Identified key product issues by tracking recurring problems, collaborating with human resources to reduce related support tickets by 75%.
  • Supported 18 agents during peak periods, handling up to 8% higher ticket volumes without compromising service levels.
  • Analyzed NPS customer feedback and led initiatives that improved customer satisfaction by 76% in 2023.

Affiliations

  • BPO (Business Process Outsourcing) Council - Engaged in dialogues that explore trends and improvements within outsourced contact center environments.
  • National Association of Social Workers
  • Customer Contact Week (CCW) - Participant in annual industry events, seminars, and expos on call center management and customer support systems.
  • Association for Supply Chain Management (APICS)
  • American Marketing Association
  • American Medical Informatics Association
  • Association for Computing Machinery
  • IT Service Management Forum (itSMF) - Focused on integrating ITIL processes into support ticket management and resolution strategies.
  • Jaycees
  • Service Desk Institute (SDI) - Certified in service delivery excellence, applying best practices to customer escalations.

Certifications

  • CompTIA Network+
  • Customer Service Training Certificate by Alison
  • Certified Business Analysis Professional (CBAP)
  • Cisco Certified Internetwork Expert (CCIE)
  • CompTIA A+ Technician
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Service Desk Analyst Certification (SDA) by SDI
  • Apple Certified Associate (ACA)
  • Certified Frontline Support Manager by LinkedIn Learning
  • Certified Customer Support Specialist by metric

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