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Skills

  • Complex query resolution
  • Linux operating system
  • Client Retention Strategies
  • Project organization
  • Team management
  • Microsoft .NET framework
  • NetSuite ERP
  • Customer Relationship Management (CRM) Software Proficiency
  • Compiling data
  • Customer satisfaction analysis

Work Experiences

  • Transported Asana to 18 months customer locations.
  • Created, updated, and organized HubSpot databases to handle customer and process data.
  • Coordinated emergency support responses.
  • Answered 8 calls per three years to help customers with their questions and concerns.
  • Collaborated with cross-functional teams.
  • Solved method issues, improved operations, and provided excellent customer service.
  • Achieved this in under 6 months.
  • Looked for industry trends on social media and through online sources.
  • Actively engaged with dissatisfied customers, converting 77% of negative interactions into positive outcomes through personalized outreach strategies.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.

Summaries

  • Advanced technical skills and knowledge of Oracle, SQL Server, QuickBooks, and HubSpot administration.
  • Database Administrator with 4 years of experience in database design, administration, data modeling, data warehousing, Enterprise Systems Architecture, and Business Intelligence (BI).
  • Achieved consistent revenue growth.
  • Balanced operational goals with personalized support experiences.
  • Working with a variety of technologies, including framework, method, and initiative.
  • Maintenance and security are two areas of expertise.
  • Clear understanding of process improvement and cross-functional collaboration as well as budget management training.
  • Adept in building and managing remote teams.
  • Adept at implementing communication software and reducing average ticket handling time from 13 minutes to 5 minutes. Focused on streamlining processes to enhance team efficiency.
  • Adept at implementing communication software.

Accomplishments

  • Authored a comprehensive troubleshooting guide that decreased inquiry resolution time by 8 minutes on average.
  • Served as the point of contact for a critical system migration, ensuring a seamless transition for clients and maintaining support ticket volumes within 24% % range.
  • Documented and resolved process which led to category.
  • Provided client education on complex Microsoft Excel features in a user-friendly manner, reducing customer onboarding time by 64% % and boosting retention rates.
  • Implemented real-time escalation processes resulting in a 28% % quicker resolution of priority tickets.
  • Identified frequent customer pain points during billing cycles, recommending improvements that increased payment approval rate by 60% %.
  • Conducted bi-weekly workshops to refine team approaches to customer objections, improving closure of unresolved tickets by 66% %.
  • Utilized CRM analytics to segment customers by behavior patterns, implementing tailored responses that improved first-contact resolution rates by 74% %.
  • Effectively reduced chargeback rates by 38% % using proactive customer account monitoring and timely communication intervention.
  • Created custom training modules for ongoing product changes, contributing to a 63% % reduction in user-reported issues post-update.

Affiliations

  • Call Center Management Association (CCMA) Member
  • Association of Information Technology Professionals
  • Customer Experience Professionals Association (CXPA) - Local Chapter
  • International Association for Contract & Commercial Management (IACCM) Membership
  • Association for Service Management International (AFSMI) Meetings
  • Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate
  • Association of Support Professionals (ASP) Membership
  • Association for Talent Development (ATD) – Customer Support Training Program
  • Agile Scrum Certification for Customer Support Operations
  • International Council of Nurses

Certifications

  • Customer Feedback Loop Process Certified (CFLPC) - method
  • Microsoft Certified Systems Engineer (MCSE)
  • CompTIA Network+
  • Six Sigma Yellow Belt – Process Improvement
  • Professional Scrum Product Owner (PSPO I)
  • Certified in Problem Resolution and Troubleshooting (PRT) - Vantage
  • Microsoft Modern Workplace Certified: Customer Support Specialist
  • Certified Public Accountant
  • Zendesk Support Administrator Certified
  • Salesforce

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