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Skills

  • Music showcase training
  • Time management skills
  • Customer satisfaction
  • Heavy lifting
  • Territory Sales Experience
  • Excellent communication
  • CRM Systems
  • Credit and collections
  • Mail confidentiality
  • Operations management

Work Experiences

  • Was able to effectively respond to customer requests via phone and email, as well as answer questions and inquiries.
  • Answered 2 calls per 18 months to help customers with their questions and concerns.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Looked for industry trends on social media and through online sources.
  • Created and maintained detailed reports on all post office activities using Asana.
  • Answered an average of 16 calls, emails, and faxes per day, responding to customer inquiries, resolving problems, and informing customers about new products.
  • Achieved a 16% reduction in bug-related support calls.
  • Analyzed and restructured the ticketing system, cutting ticket resolution time by 21% and improving agent productivity.
  • Achieved a 66% improvement in first-call resolution rates.
  • Kept 5% accuracy by auditing and reviewing procedure documents thoroughly.

Summaries

  • Dedicated and detail-oriented Customer Support Supervisor with multitasking, follow-through, and problem-solving experience gained during 11 years in customer service and support.
  • Skilled in facility opening and closing as well as inventory management.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to metric regulations and category department guidelines.
  • In dealing with a variety of issues, he is meticulous, resilient, and adaptable.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Great phone skills and program talents have a proven track record of increasing productivity and customer satisfaction.
  • Customer Support Supervisor proactive with experience in providing support and resolving customer complaints.
  • Worker with a strong understanding of program organization and framework product issues.
  • Customer Support Supervisor with 14 years of successful data analysis and strategic planning experience.

Accomplishments

  • Increased sales 3% over several months.
  • Trained and mentored a team of 18 new hires, reducing ramp-up time by 60% weeks.
  • Led a project to deploy automated AI-driven chat solutions, reducing repetitive queries by 45% and increasing team capacity for complex issues.
  • Managed escalated support cases, achieving a 23% error-free resolution rate while maintaining customer retention.
  • Reduced system outages by collaborating closely with IT teams, lowering support downtime by 59% through improved internal communication.
  • Collaborated with team of 10 in the development of process.
  • Created advanced reporting features within Adobe Creative Suite that improved visibility into individual agent performance by 38%.
  • Orchestrated a method, where 7 team members were recognized for outstanding performance, resulting in a 48% increase in engagement.
  • Successfully integrated knowledge-sharing platforms that improved employee access to information, leading to a 55% quicker resolution rate.
  • Spearheaded a quality assurance overhaul with the QA team, achieving 52% improvement in first-call resolution.

Affiliations

  • Salesforce User Group for Support Teams
  • Association of Support Professionals (ASP) - Innovators Council
  • Customer Experience Professionals Association (CXPA)
  • International Association of Facilitators
  • Professional Association for Customer Engagement (PACE)
  • American Marketing Association
  • Customer Experience Management Academy
  • Institute of Customer Service
  • International Customer Service Association (ICSA)
  • Call Center Professionals Network

Certifications

  • Customer Service Manager Certification (CSMC) - International Customer Service Association (ICSA)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Service Leadership Professional (CSLP) - ISSP
  • Certified Business Analysis Professional (CBAP)
  • CompTIA A+ Technician
  • Certified Customer Support Leader (CCSL) - Help Desk Institute (HDI)
  • HubSpot Service Hub Software Certification - category
  • Zendesk Support Administrator Certification - framework
  • Apple Certified Associate (ACA)
  • Project Management Professional (PMP)

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