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Skills

  • Process improvement
  • Regulatory compliance
  • Staff education and training
  • Customer service
  • Email correspondence
  • CRM System Integration
  • Data entry
  • Mac systems
  • Collaborative problem-solving
  • Active listening and empathy

Work Experiences

  • Achieved a 19% improvement in customer satisfaction post-resolution through targeted, post-case follow-up processes.
  • Conducted quality assurance assessments of team responses, leading to an overall efficiency improvement of 39%.
  • Kept track of running systems and entered commands to troubleshoot issues like metric and initiative.
  • Conducted direct proactive outreach.
  • Achieved higher retention rates during critical feedback windows.
  • Analyzed customer interaction data.
  • Assessed team responses.
  • Achieved President's Club for excellence in customer satisfaction by resolving complex technical issues with system ahead of deadlines.
  • Conducted quality assurance assessments.
  • Coached junior team members on troubleshooting best practices.

Summaries

  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Tableau expert and Asana user.
  • Accurately diagnosed technical issues.
  • Achieved a 27% reduction in call resolution times.
  • Achieved within 18 months timeframe.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Bolstered product knowledge.
  • Competent Customer Support Consultant with experience assisting system users with a wide range of computer, mobile device, and peripheral equipment issues.
  • Customer Support Consultant with 15 years of successful vendor management and cross-functional collaboration experience.

Accomplishments

  • Reduced escalation rate by 57% by providing in-depth technical troubleshooting and continuous process improvement feedback.
  • Created structured customer-facing documentation for common questions, reducing overall support inquiries by 34% %.
  • Decreased repeat issues by 35% through creation of documentation that provided customers with self-service resources.
  • Cross-trained sales members on technical troubleshooting procedures, resulting in 15% higher resolution on first contact.
  • Designed and implemented internal reporting tools that helped monitor team performance, allowing a productivity boost of 76%.
  • Led a customer retention initiative focused on complaint resolution, decreasing churn rate by 84% in Asana.
  • Collaborated with team of 13 in the development of metric.
  • Collaborated with the QA and product teams to identify and resolve 2 system defects, minimizing ticket volume for Salesforce during the past year.
  • Managed billing inquiries for a base of over 18 clients, achieving 57% issue resolution within initiative of first contact.
  • Partnered with the product team to introduce category, reducing related customer complaints by 45%.

Affiliations

  • Customer Contact Week (CCW) - Participant in annual industry events, seminars, and expos on call center management and customer support systems.
  • Women In Support Services Leadership (WSSL) - Active member advancing professional development and leadership in customer support roles.
  • Society of Human Resource Management
  • American Medical Informatics Association
  • Society of Women Engineers
  • Association for Computing Machinery
  • Project Management Institute
  • Call Center Supervisors Association (CCSA) - Current member discussing team management, performance metrics, and SLA management.
  • Global Call Center Outsourcing Association (GCCOA) - Member contributing to discussions surrounding outsourcing and BPO customer service trends.
  • Jaycees

Certifications

  • Certified Business Analysis Professional (CBAP)
  • Certified Frontline Support Manager by LinkedIn Learning
  • Certified Public Accountant (CPA)
  • CompTIA IT Fundamentals (ITF+)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Call Center Professional (CCCP) by RCCSP
  • Certified in FCR (First-Contact Resolution) Techniques by SuccessCOACHING
  • Certified Help Desk Support Analyst (HDSA) by HDI
  • Comm100 Certified Customer Service Agent
  • Zendesk Certified Administrator

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