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Skills

  • Data entry
  • Workflow planning
  • Organization
  • Team management
  • Customer Satisfaction Metrics Improvement (NPS)
  • Customer Downtime Reduction
  • Data-driven decision making
  • Customer self-service enablement
  • Automated workflow implementation
  • Scheduling

Work Experiences

  • Achieved client satisfaction at 36% consistently.
  • Was in charge of the CRM database, which included troubleshooting, maintenance, updates, and the creation of reports.
  • Created new metrics and KPIs for customer satisfaction.
  • Investigated and resolved a variety of issues that impacted executive leaders and business initiatives.
  • Appointed as incident commander for corporate-wide outages, ensuring seamless disaster recovery while reducing overall impact duration by 17%.
  • Completed 5 employees' bi-weekly payroll.
  • Achieved a 45% improvement in Net Promoter Score (NPS).
  • Evaluated employee performance and implemented incentives and team-building events to boost morale.
  • Cut support costs by 50%.
  • Intervened between Director of Service Supports during arguments and diffused tense situations using risk assessment and vendor management.

Summaries

  • Within Miscellaneous, senior Director of Service Support and outstanding performer in quality assurance and budget management.
  • 15 years of experience streamlining processes, managing talented team members, and performing strategic planning by an educated professional.
  • Achieved a 33% improvement in average ticket response times.
  • To meet project objectives, prioritize projects and multitask effectively.
  • Costs were consistently reduced while profits were increased.
  • Meticulous Director of Service Support capable of creating exceptional communications, presentations, and spreadsheets that meet a variety of administrative needs using Tableau.
  • Commended for consistently driving team success through strict adherence to company procedures and effective employee training.
  • 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.
  • Thorough and dependable Office Worker with excellent administrative skills and a strong Miscellaneous background.
  • Ensures operational and service excellence by working effectively with cross-functional teams.

Accomplishments

  • Designed and launched a customer self-service portal, resulting in a 21% decrease in inbound support cases.
  • Instituted quarterly performance reviews, leading to 75% improvement in employee performance and customer satisfaction responsiveness.
  • Collaborated with HR and department leads to overhaul client support training, resulting in a 35% decrease in ticket resolution times.
  • Negotiated and managed vendor contracts, reducing annual licensing costs by $9, while maintaining high service levels.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Coordinated with product development teams on customer feedback, facilitating the release of 13 impactful product changes within two years.
  • Implemented AI-driven chatbots that streamlined basic support requests, reducing customer wait times by 64% and freeing up 5 team hours for complex queries.
  • Successfully managed the transition of data analysis support to a 24/7 global support model, improving problem resolution times by over 14 hours.
  • Led the deployment of a new cloud-based CRM system, improving first-call resolution rates by 47%.
  • Enhanced service team operations through cross-training methodologies, reducing escalations by 73% and improving employee retention by 78%.

Affiliations

  • Global IT Service Management Alliance (GITSM) - Fellow Membership
  • Society of Women Engineers
  • Project Management Institute
  • Customer Support Professionals Alliance (CSPA)
  • Jaycees
  • Lean IT Association - Certification Holder
  • International Association of Administrative Professionals
  • Association for Supply Chain Management (APICS)
  • Society for Customer Service Professionals (SCSP)
  • Business Process Management Institute (BPMI)

Certifications

  • ITIL 4 Managing Professional (MP)
  • Certified IT Service Management (CITSM) – category
  • ServSafe
  • CompTIA A+ Technician
  • Service Management Automation Specialist Certification – procedure
  • Six Sigma Green Belt - Harbor & Co.
  • Certified Information Technology Asset Manager (CITAM) – Northwind
  • Cloud Support Manager Certification – metric
  • Project Management Professional (PMP)
  • Certified Service and Support Professional (CSSP) – framework

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