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Skills

  • Operational improvement
  • Staff education and training
  • Cross-functional team collaboration
  • Customer service
  • Business operations
  • Organization
  • Technical issues analysis
  • Escalation management
  • Customer Queue Management
  • Customer satisfaction metrics (CSAT, NPS) analysis

Work Experiences

  • Worked closely with Microsoft Excel and Tableau users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
  • Addressed chronic issues.
  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.
  • Achieved a 20% first-contact resolution rate.
  • Kept track of running systems and entered commands to troubleshoot issues like procedure and method.
  • Acted as the primary escalation point for high-stakes accounts, resolving 4% of cases within the designated SLA without the need for upper management intervention.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Collaborated with product development and sales teams.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 16 new accounts.

Summaries

  • Strengths in data analysis and cross-functional collaboration backed up by Miscellaneous training.
  • Achieved customer satisfaction rates above 23% %.
  • Microsoft Excel expert and Tableau user.
  • Competent Customer Support Professional with experience assisting method users with a wide range of computer, mobile device, and peripheral equipment issues.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • An effective communicator, connecting customer feedback with product teams to prioritize solutions that reduced customer complaints by 65% in 18 months.
  • Six Sigma and Lean are proudly certified.
  • Subject matter expert on Adobe Creative Suite with exceptional skills and knowledge in risk assessment.
  • Achieved response times as low as 18 minutes.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Mentored a team of 15 junior customer support representatives, contributing to an 84% decrease in escalations by guiding them through real-time issue resolution scenarios.
  • Led quarterly customer surveys and focus groups, contributing to a 30% boost in NPS and providing actionable insights for the product team.
  • Collaborated with product management and engineering teams to implement feature requests from customer feedback, leading to a 73% year-over-year increase in customer satisfaction.
  • Resolved product issue through consumer testing.
  • Identified key drivers of customer dissatisfaction through targeted feedback analysis, helping to lower complaint volume by 28% in metric.
  • Assisted customer advocacy initiatives leading to a 83% improvement in long-term account retention through the promotion of a customer-centric service approach.
  • Collaborated with team of 4 in the development of category.
  • Conducted in-depth customer feedback analysis weekly, identifying major pain points and helping cross-functional teams address product issues, leading to a 77% NPS (Net Promoter Score) increase.
  • Successfully trained a team of 18 new hires in Microsoft Excel, reducing the onboarding timeline by 78% while maintaining a 61% knowledge retention rate.

Affiliations

  • National Customer Service Association (NCSA)
  • Society of Customer Relations Professionals
  • National Technical Support Engineer Association
  • American Medical Informatics Association
  • Google Customer Support Specialist Circle
  • Customer Experience Professionals Association (CXPA)
  • Customer Success Association
  • Society of Human Resource Management
  • Contact Center World
  • Software Support Professionals Alliance (SSPA)

Certifications

  • CompTIA Network+
  • Google Certified Professional Cloud Architect
  • Microsoft Certified: Azure Fundamentals (for Customer Support)
  • CompTIA A+ Technician
  • CX Certification by the Customer Service Institute (CSI)
  • HubSpot Academy Customer Support Certification
  • Remote Work Professional Certification SAP
  • Certified Professional in Agile Customer Service Solutions Harbor & Co.
  • Project Management Professional (PMP)
  • Certified Customer Service Professional (CCSP) Meridian

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