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Skills

  • CCTV
  • Troubleshooting proficiency
  • Team management
  • Data-driven decision making
  • Framework debugging
  • Conflict resolution and mediation
  • Supervision
  • Customer support needs assessment
  • Operational improvement
  • Application installations

Work Experiences

  • Repaired network hardware components such as firewalls, routers, and process devices.
  • Achieved improvement over 5 months.
  • Captured customer feedback.
  • Examined the current hardware and software and suggested changes to improve system performance.
  • Collaborated with sales and account management.
  • Maintained my cool and patience by employing de-escalation techniques and providing positive customer support in the face of difficult customer situations.
  • Championed a knowledge-sharing initiative.
  • Kept customers updated on the status of issue resolution and provided updated estimated resolution times on a regular basis.
  • Kept track of IT supplies inventory by checking levels on a the past year basis.
  • Aided in the refinement of the technical support process in order to improve customer service and support.

Summaries

  • Talented initiative Support Engineer with a track record of positively impacting workflow optimization through the application of abilities, drive, and technical skills.
  • Customer Support Team Lead with stakeholder engagement and team leadership abilities.
  • Procedure and metric have a proven track record.
  • System Support Engineer with extensive experience in assisting users and troubleshooting issues.
  • Proficient in promoting procedure by leveraging workflow optimization and client relations knowledge.
  • Team leadership Committed to identifying and leveraging opportunities for growth, with a proven ability to build effective teams.
  • Has exceptional risk assessment and vendor management abilities.
  • In a fast-paced environment, adept at both hardware and software troubleshooting.
  • Asana and Tableau are two of my strongest skills.
  • Strong technical skills and experience in quality assurance.

Accomplishments

  • Recruited and trained 18 new support agents, expanding the team capacity by 37% while maintaining top-tier customer service quality.
  • Facilitated cross-functional collaboration with Product and Engineering teams, resulting in early identification of 3 product issues and subsequent reduction in support tickets by 20%.
  • Continuously mentored 10 junior representatives, leading to a department-wide improvement in conflict resolution techniques and a 62% decrease in customer complaints.
  • Improved customer satisfaction (CSAT) score by 19% over three years through revised coaching programs and real-time feedback for support agents.
  • Optimized customer support workflows through automation, enabling the team to handle 15 more tickets daily without increasing staffing.
  • Leveraged customer feedback to refine processes, resulting in a 37% drop in repeat issues and a corresponding rise in first contact resolution.
  • Rolled out a customized CRM dashboard for the customer support team which reduced agent handling time by 14 minutes per ticket.
  • Developed and executed VIP client escalation process, reducing escalation handling time by 33% and boosting retention rates among top-tier customers.
  • Designed and implemented a customer feedback loop that increased actionable insights and improved Net Promoter Score by 41% within several months.
  • Executed new policies for handling difficult customers, resulting in a 30% decrease in negative support interactions.

Affiliations

  • Member, Customer Support Professionals Association (CSPA) method
  • Member, Society for Customer Service Innovation standard
  • Moderator, Customer Success Strategy LinkedIn Group 2019
  • Certified Instructor, Team Management & Development for Support Leaders 2021
  • Certified Support Manager (HDI-ISM) 2015 | Help Desk Institute Certification
  • Volunteer Trainer, Help Desk Institute (HDI) method
  • Badge Holder, Customer Onboarding Excellence Program 2018 | Issued by Lakeside Partners
  • Mentor, Women in Customer Success Community (WICSC) metric
  • Badge Holder, Advanced CRM Strategy for Modern Support Professionals 2023
  • Graduate, Digital Transformation Program, Vantage 2023

Certifications

  • Advanced Leadership and Management Certification for Customer Support - Udemy
  • Certified Customer Support Communications Specialist - Lakeside Partners
  • Customer Success Manager (CSM) Certification - SuccessCOACHING
  • Advanced Customer Service Skill Development Certification - Beacon Labs
  • CompTIA A+ Technician
  • Certified Customer Experience Specialist (CCXS) - The Customer Experience Professionals Association
  • First Aid/CPR
  • ITIL Foundation Certification in IT Service Management, Summit Group
  • Certified Six Sigma Green Belt - ASQ
  • KCS v6 Practices Certification (Knowledge-Centered Service)

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