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Skills

  • Framework debugging
  • Customer service
  • Technical troubleshooting
  • Hardware diagnosis
  • Salesforce expert
  • Service desk support
  • Client Retention and Churn Reduction
  • LAN aptitude
  • Insurance billing
  • Problem resolution

Work Experiences

  • Analyzed customer service trends and designed strategies that increased first contact resolution by 26% within the past year.
  • Championed a knowledge sharing initiative, leading to the creation of a self-help portal that reduced inbound requests by 51%.
  • Conducted weekly one-on-one coaching sessions.
  • Maintained computer systems on a daily basis to keep network processes running smoothly.
  • Kept customers updated on the status of issue resolution and provided updated estimated resolution times on a regular basis.
  • Analyzed customer service trends.
  • Achieved a 76% customer satisfaction rate.
  • Championed a knowledge-sharing initiative.
  • Analyzed customer complaints.
  • Achieved 80% increase in customer retention.

Summaries

  • Through troubleshooting and quality assurance, critical thinking Customer Support Team Lead effectively resolves technical issues.
  • Complicated concepts must be communicated in a clear and concise manner.
  • Customer Support Team Lead who is dependable and has 3 years of helpdesk experience.
  • Talented initiative Support Engineer with a track record of positively impacting workflow optimization through the application of abilities, drive, and technical skills.
  • Metric, procedure, and standard are all available.
  • In a fast-paced environment, adept at both hardware and software troubleshooting.
  • Communicative and team-oriented, with Salesforce expertise.
  • Good troubleshooting, diagnostic, and repair skills, as well as a systematic approach and strong attention to detail.
  • Has exceptional risk assessment and vendor management abilities.
  • Adaptable and motivated, with a strong work ethic and the ability to thrive in either a team-based or individually motivated environment.

Accomplishments

  • Developed and maintained weekly SLA reporting for leadership, identifying areas for improvement that reduced non-compliance incidents by 62%.
  • Led cross-training initiatives between support and sales, creating a more cohesive understanding of product features and resulting in 34% fewer escalated inquiries.
  • Trained support staff on the latest ServiceNow tools, enabling them to address 6% more technical issues without escalating to higher tiers.
  • Instituted new QA protocols that enabled a 18% improvement in customer interactions, elevating overall nature of service delivery.
  • Introduced tiered customer support service which resulted in a 77% decrease in escalations and reduced overall churn by 28% within 2022.
  • Trained new and existing agents on Power BI to improve technical expertise, resulting in a 71% increase in first contact resolution (FCR).
  • Achieved an procedure to formalize expertise in customer support management which contributed to improved training programs and 38% higher team efficiency.
  • Collaborated with Product teams to run beta tests on new features, reducing post-launch support tickets by 41%.
  • Spearheaded the integration of initiative, reducing manual data entry by 60% and improving ticket resolution time by 30%.
  • Improved customer satisfaction (CSAT) score by 19% over three years through revised coaching programs and real-time feedback for support agents.

Affiliations

  • Recipient, Award for Team Building & Support Excellence, Vantage 2017
  • Graduate, CRM Software Mastery Course - HubSpot, 2015
  • Graduate, Digital Transformation Program, Vantage 2023
  • Panel Member, CX Forum on Proactive Customer Support Initiatives 2018
  • Speaker, Annual Customer Support Summit 2020 | Topic: Improving SLA Compliance
  • Member, Professional Customer Support Management Association (PCSM) framework
  • Certified Trainer, IT Customer Support & Escalation Process (ITIL Framework) 2023
  • Facilitator, Quarterly Tech Support Best Practices Meetup Columbus 2024
  • Presenter, Conference on Reducing Escalations in Customer Support 2019
  • Member, Customer Support Professionals Association (CSPA) method

Certifications

  • Team Lead Efficiency and Optimization Certification - Summit Group
  • Certified Customer Experience Specialist (CCXS) - The Customer Experience Professionals Association
  • Google Certified Professional Cloud Architect
  • Emotional Intelligence for Customer Service Leaders Certification - Vantage
  • CompTIA Security+
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Technical Support Professional (CTSP) - Tenacity
  • Salesforce Certified Service Cloud Consultant - Salesforce
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Manager of Quality/Organizational Excellence (CMQ/OE) – ASQ

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