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Skills

  • Data entry
  • Stocking and replenishing
  • Receiving support
  • Customer satisfaction management
  • Mentorship of new hires
  • Complaint resolution
  • CRM
  • Advanced Troubleshooting and Diagnostic Skills
  • Retail materials management
  • Multi-line phone talent

Work Experiences

  • Facilitated initiative orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Acquired 5 new customers, resulting in 18% revenue for the team.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Increased the team's revenue by over $15 in sales.
  • Assisted and cross-trained other customer service managers.
  • Kept the framework and standard areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Was quick to respond to potential customers' questions and requests.
  • Customer service training processes were implemented and developed by me.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.

Summaries

  • Motivated to keep customers happy and contribute to the company's success.
  • Power BI expert with experience in process improvement services.
  • Under duress, personable and professional.
  • Costs were consistently reduced while profits were increased.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to initiative regulations and program department guidelines.
  • Committed to providing world-class customer service while remaining professional.
  • Tableau expert with 9 years of experience in related roles.
  • Expert at providing relevant information and options for resolving problems effectively.

Accomplishments

  • Played a key role in metric, ensuring critical infrastructure was restored within 17 hours, securing 81% customer retention post-event.
  • Analyzed customer feedback and data, helping to fine-tune technical processes, which led to a 78% boost in productivity and reduced service delays.
  • Reduced average case resolution time by 47% through an optimized ticket triage process, significantly improving team response time to critical issues.
  • Collaborated with product in implementing updates for SAP, resulting in a 77% improvement in overall system performance for end-users.
  • Recognized as Customer Technician in 2024 for maintaining an error-free record while handling over 18 client service installations.
  • Drove a 45% reduction in technical installation errors by rigorously following best practices and conducting thorough calibration checks.
  • Resolved product issue through consumer testing.
  • Created clear and detailed troubleshooting documentation for Workday, which reduced repeat incidents by 50%.
  • Implemented a remote support policy using Power BI, yielding a 42% reduction in onsite service calls and improved cost efficiency.
  • Implemented preventative maintenance procedures for system, reducing warranty claims by 22%.

Affiliations

  • Field Service Medical Network (FSMN)
  • Association for Computing Machinery (ACM)
  • Society of Human Resource Management
  • Certified Hardware Support Professional (CHSP) Forum
  • Rotary International
  • Jaycees
  • Society of Cable Telecommunications Engineers (SCTE)
  • International Council of Nurses
  • Electronics Technicians Association (ETA) International
  • Lions Club

Certifications

  • Professional in Customer Service and Complaints Handling (CCSP)
  • Certified Technology Specialist (CTS)
  • Cisco Meraki Specialist Certification
  • Certified Public Accountant
  • Microsoft Certified: Modern Desktop Administrator Associate
  • Certified Support Professional (CSP)
  • SAP Certified Application Associate
  • SHRM Certified Professional (SHRM-CP)
  • CompTIA Server+
  • Information Technology Infrastructure Library (ITIL) Practitioner

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