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Skills

  • Problem resolution
  • Business Administration
  • API Integration with Support Platforms
  • Escalations management
  • Creative merchandising
  • First-Contact Resolution Rate Improvement (46%)
  • Sales and marketing
  • Employee Retention Strategy (30% Increase)
  • Budget Management ($13 Budget)
  • Change management initiatives

Work Experiences

  • Increased employee morale and decreased turnover by 18%.
  • Created a cutting-edge employee recognition program that increased productivity and morale.
  • Improved filing systems for confidential client records and reports increased operational efficiency.
  • Various events, such as tradeshows, seminars, and workshops, were used to engage prospects and customers.
  • Conducted supplier risk management assessments in order to evaluate the standard program for senior management's planning purposes.
  • Achieved recognition in 2018.
  • Planned marketing initiatives and tapped into my referral network to promote business development.
  • Achieved a 39% improvement in Net Promoter Score (NPS).
  • Achieved 17% improvement in team performance.
  • Achieved Top Performer for excellence in customer support.

Summaries

  • Strengths in forming and maintaining relationships with a wide range of stakeholders in fast-paced, dynamic environments.
  • Competent offerings, pricing, and market positioning, as well as demonstrated ServiceNow expertise.
  • Dynamic application of client relations and strategic planning in a fast-paced business environment.
  • Develop strategic business partnerships and relationships.
  • Mentoring and challenging team members to meet and exceed company goals is something I'm passionate about.
  • Accomplished Director of Support with a strong background in SLA optimization and team leadership across the West Coast. Championed a support transformation that improved NPS by 63% and reduced onboarding times by 6 months.
  • Collaborative, with a commitment to collaborating with coworkers to foster an engaged, empowering work environment.
  • Offering a can-do attitude and a track record of success in coordinating and monitoring operations across multiple departments.
  • Ability to use sound judgment and independent decision-making skills to positively impact company success.
  • Forward-thinking manager with 3 years of manufacturing project management experience.

Accomplishments

  • Managed a global support team of 7 agents, fostering a collaborative culture that led to a 76% increase in customer satisfaction.
  • Collaborated cross-functionally with engineering and product teams to resolve escalated technical issues, preventing 31% of recurring incidents.
  • Introduced a self-service option via AI-powered chatbots, reducing the volume of incoming queries by 16% and increasing customer autonomy.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Pioneered a knowledge base initiative that reduced first-response times by 34% while lowering support costs by $15.
  • Collaborated with product teams to enhance user onboarding, which decreased issue-related interactions by 50% within the first one year.
  • Collaborated with team of 9 in the development of framework.
  • Executed escalation procedures for major service outages, reducing customer downtime by three years and maintaining a 57% service level agreement (SLA).
  • Developed and implemented a customer feedback loop using SAP, resulting in a 72% improvement in Customer Effort Score (CES) over three years.
  • Implemented live chat functionality on the company website, which contributed to a 61% increase in customer conversions and a $14 annual revenue uplift.

Affiliations

  • Global Support & Service Leaders Coalition – Thought Leader Contributor
  • Project Management Institute
  • Customer Service Excellence UK – Accredited in process
  • Society of Customer Relations Management (SCRM) – Member, Contributor to procedure
  • Information Technology Infrastructure Library (ITIL) Certified – Practitioner in method
  • Customer Experience Innovators (CEI) – Advisory Board Member since 2019
  • Freemason
  • Institute of Directors (IoD) – Member, Executive Development Program in Support Excellence
  • Society of Human Resource Management
  • Customer Success Association (CSA) – Contributor to metric

Certifications

  • Certified Help Desk Manager (CHDM)
  • HDI Support Center Director Certification
  • Google Certified Professional Cloud Architect
  • SHRM Certified Professional (SHRM-CP)
  • Salesforce
  • Certified Digital Transformation Professional
  • Advanced Certified Scrum Product Owner (ACSPO)
  • Multilingual Customer Support Specialist Certification
  • ServSafe
  • Apple Certified Associate (ACA)

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