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Skills

  • Data audits
  • Team building
  • Cross-functional team collaboration
  • Microsoft Visual C#.NET
  • Compiling data
  • Customer Insight Reporting
  • Data-driven decision making
  • Operational improvement
  • Linux operating system
  • Team training and development

Work Experiences

  • Created databases and table structures for web applications using the standard architecture methodology.
  • Achieved a 14% reduction in system errors.
  • Collaborated with cross-functional teams to streamline ticket escalation processes, which improved case resolution efficiency by 81%.
  • Categorized tickets by complexity.
  • Audited outdated help desk documentation, resulting in a concise and updated resource that improved accuracy and standardization in customer-facing guidance.
  • Contributed to enhanced product iterations.
  • Actively engaged with dissatisfied customers.
  • Achieved a 16% response rate.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Collaborated with the product development team.

Summaries

  • Consistently achieved SLA adherence rates of 75% or higher.
  • Adept at managing numerous complex queries in high-volume workspaces, maintaining excellent KPIs while keenly addressing customer pain points.
  • Achieved higher satisfaction metrics.
  • Adept at managing complex queries.
  • Achieved response times under 16 minutes.
  • 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.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved a 30% satisfaction rate.
  • Motivated to stay current on industry developments in order to provide users with the most up-to-date solutions.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.

Accomplishments

  • Utilized CRM analytics to segment customers by behavior patterns, implementing tailored responses that improved first-contact resolution rates by 74% %.
  • Boosted efficiency by automating FAQs for common inquiries, leading to 78% % fewer manual tickets and improved team productivity.
  • Collaborated with cross-functional teams to improve customer touchpoint experience and contributed to the reduction of customer churn by 21% %.
  • Optimized customer feedback surveys which increased response rates by 43% % and provided actionable insights to leadership.
  • Collaborated with engineering teams to escalate and resolve complex issues, contributing to a 41% % reduction in repeated service tickets.
  • Assumed responsibility for high-priority VIP customer accounts, increasing client satisfaction scores to 76% % in system.
  • Managed feedback collection and closed the communication loop with customers, resulting in a 51% % improvement in CSAT (Customer Satisfaction Score).
  • Effectively reduced chargeback rates by 38% % using proactive customer account monitoring and timely communication intervention.
  • Spearheaded adoption of Workday tool to handle customer queries, which resulted in a 58% % increase in support team’s productivity.
  • Collaborated cross-departmentally to create comprehensive documentation for support, leading to a 69% % reduction in escalated tickets by front-line staff.

Affiliations

  • Association for Supply Chain Management (APICS)
  • Professional Affiliation – Customer Service Week Planning Committee
  • National Association of Social Workers
  • International Council of Nurses
  • Certifications from LinkedIn Learning: Customer Support Specialist Track
  • Association for Talent Development (ATD) – Customer Support Training Program
  • Help Desk Institute (HDI) Membership
  • Association for Computing Machinery
  • Customer Experience Professionals Association (CXPA) - Local Chapter
  • Association of Information Technology Professionals

Certifications

  • Google Certified Professional Cloud Architect
  • Professional Scrum Product Owner (PSPO I)
  • Microsoft Certified Systems Engineer (MCSE)
  • Customer Empathy and Support Soft Skills Certification by program
  • Tiered Ticketing and SLA Management Certified (TTS-SLAM) - Harbor & Co.
  • Zendesk Support Administrator Certified
  • Certified Remote Support Professional (CRSP) - system
  • Call Center Management Certification by initiative
  • Microsoft Dynamics 365 Customer Service Specialist
  • Customer Feedback Loop Process Certified (CFLPC) - method

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