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Skills

  • Relationship development
  • Call Center Management
  • Team management
  • Knowledge base and FAQ management
  • Bilingual or multilingual support (program)
  • Application support
  • Data recovery
  • Team building
  • CRM integration with Tableau
  • Desktop support

Work Experiences

  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Conducted annual training on new CRM software.
  • Contributed to the account’s quarterly review.
  • Achieved a 20% first-contact resolution rate.
  • Attained a 56% customer satisfaction rate.
  • Achieved a 67% improvement in NPS scores.
  • Collaborated with product development and sales teams.
  • Achieved resolution without upper management intervention.
  • Achieved a 24% improvement in first-contact resolution.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.

Summaries

  • Advanced proficiency in CRM platforms such as Jira, successfully boosting overall team efficiency by 57% following optimized queue management.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Supporting hardware and software issues for process computer systems is a skillful Customer Support Professional.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Achieved 66% satisfaction.
  • Achieved response times as low as 18 minutes.
  • Adept at reducing onboarding times.

Accomplishments

  • Resolved product issue through consumer testing.
  • Collaborated across multiple departments, including sales and IT, to create a seamless handoff process for customers transitioning between support tiers.
  • Orchestrated customer outreach efforts alongside frontline support teams, driving a 15% increase in first-call resolutions for high-impact clients.
  • Collaborated with team of 4 in the development of category.
  • Successfully trained a team of 18 new hires in Microsoft Excel, reducing the onboarding timeline by 78% while maintaining a 61% knowledge retention rate.
  • Worked directly with the product development team to resolve recurring post-launch issues, resulting in a 22% decrease in bug-related escalations.
  • Influenced the design and rollout of a feature to address the top 2 customer pain points, resulting in a 65% decrease in product-related complaints.
  • Enhanced technical troubleshooting documentation for support teams, resulting in a 23% reduction in critical ticket resolution times.
  • Implemented and monitored remote customer support best practices, increasing team productivity by 44% through time zone management and workload balancing.
  • Authored internal and external FAQs, reducing average handling time (AHT) for repetitive inquiries and empowering customers with self-service options.

Affiliations

  • International Customer Management Institute (ICMI)
  • Association for Information and Image Management (AIIM)
  • Customer Service Professionals Network
  • The Support Driven Community
  • Certified Support Center Analyst (2015)
  • Association for Computing Machinery
  • American Society of Safety Professionals
  • Professional Association for Customer Engagement (PACE)
  • Freemason
  • National Customer Service Association (NCSA)

Certifications

  • Certified Warranty Claims Professional (CWCP) Miscellaneous
  • CompTIA Network+
  • Oracle Service Cloud Certified Implementation Specialist
  • Microsoft Certified Systems Engineer (MCSE)
  • CX Certification by the Customer Service Institute (CSI)
  • Remote Work Professional Certification SAP
  • CompTIA CTT+ (Certified Technical Trainer) 2019
  • Certified Business Analysis Professional (CBAP)
  • CompTIA Security+
  • Google Certified Professional Cloud Architect

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