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Skills

  • First Aid/CPR
  • Budgets
  • Crisis Management in High-Severity Outages
  • Staff management
  • Operational improvement
  • Data entry
  • Customer Satisfaction Metrics Improvement (NPS)
  • Data Reporting with system
  • Presentation design
  • Strategic planning

Work Experiences

  • Was in charge of the supervisor's schedule and appointments, as well as streamlining the scheduling process.
  • Championed a customer-first approach.
  • Cut support costs by 50%.
  • Collaborated with external partners on service delivery optimizations that led to a Top Performer nomination for service innovation in 2017.
  • Was in charge of framework files and records for 18 clients, as well as following security procedures to prevent data breaches and misuse.
  • Supervised and guided new employees, and I responded quickly to questions, which improved understanding of job responsibilities on stakeholder engagement and team leadership.
  • Was in charge of the office inventory, which included ordering and requisitions, stocking, and receiving shipments.
  • Was in charge of client and personnel appointment scheduling and itinerary coordination.
  • Organized standard meetings for 17 Director of Service Supports and coordinated the availability of conference rooms for attendees every three years.
  • Used regular correspondence and scheduled status updates to communicate corporate objectives across all divisions.

Summaries

  • Jira expert with database management experience.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Accomplished Director of Service Support, leveraging data-driven decision-making to boost service quality by 31% and streamline KPIs tracking, enabling executive leadership to improve business operations.
  • In fast-paced environments, this tireless team player is known for remaining poised and calm.
  • Adaptable person with quality assurance and vendor management abilities.
  • These abilities, as well as a strong work ethic, are available.
  • Highly skilled in project management terminology, as well as departmental payroll, budgeting, and AP/AR activities.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Miscellaneous administrative office management, related regulatory guidelines, and budget management certified Scrum Master and Director of Service Support.
  • Independently solved problems and kept teams on task to handle a variety of business requirements.

Accomplishments

  • Coordinated with product development teams on customer feedback, facilitating the release of 13 impactful product changes within two years.
  • Optimized client outreach programs, improving the overall customer Net Promoter Score (NPS) from 44% to 57%.
  • Managed the integration of Microsoft Excel into daily operations, resulting in an 33% improvement in workflow efficiency and reducing manual tasks by 10 hours annually.
  • Resolved product issue through consumer testing.
  • Revamped escalation procedures, reducing high-priority incident backlog by 64% and improving team response times.
  • Documented and resolved initiative which led to program.
  • Instituted quarterly performance reviews, leading to 75% improvement in employee performance and customer satisfaction responsiveness.
  • Introduced multilingual support through hiring and training initiatives, expanding service coverage to 11 new regions.
  • Spearheaded cross-departmental task force to streamline support processes for enterprise clients, cutting average resolution time by 22% within 8 weeks.
  • Directed a support team of 3, achieving a 40% increase in customer satisfaction through improved incident management processes.

Affiliations

  • International Council of Nurses
  • CompTIA - IT Service Management (ITSM) Certification
  • Association for Supply Chain Management (APICS)
  • Global IT Service Management Alliance (GITSM) - Fellow Membership
  • Certified Information Systems Auditor (CISA) - Information Systems Audit and Control Association (ISACA)
  • Stanford Advanced Project Management Alumni
  • Service Leadership Council - Executive Network
  • Harvard Business School Executive Education Alumni
  • Technical Support Alliance Network (TSANet)
  • Customer Support Professionals Alliance (CSPA)

Certifications

  • Operational Support and Analysis (OSA) – ITIL Intermediate Level
  • Microsoft Certified Systems Engineer (MCSE)
  • ServSafe
  • Customer Experience (CX) Certificate Program – Brightline
  • CompTIA Advanced Security Practitioner (CASP+) - 2024
  • KCS v6 Knowledge Management Certification – category
  • Customer Service Excellence Certification - standard
  • CompTIA Security+
  • Certified IT Service Management (CITSM) – category
  • Service Capability & Performance (SCP) Standards Certification

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