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Skills

  • Initiative equipment
  • Relationship development
  • Customer service training initiatives
  • Project organization
  • High-volume support operations
  • First Aid/CPR
  • Process improvement
  • Problem-solving and troubleshooting
  • Employee performance tracking
  • Automation of routine processes

Work Experiences

  • Boosted response rate by 27%.
  • Championed a customer-first strategy resulting in a 76% increase in retention rate over 12 years by driving best-in-class service efforts.
  • Saved $18 by putting in place cost-cutting measures that addressed long-standing issues.
  • Achieved 46% user satisfaction.
  • Collaborated with the IT department to automate routine support processes, leading to an annual savings of $2 and reducing manual error rates by 60%.
  • Achieved results within 3 months.
  • Collaborated with the IT department.
  • Championed a zero-defect policy for product rollouts, thoroughly designing support tactics to preemptively mitigate potential service disruption.
  • Conducted regular skills workshops.
  • Achieved results within 6 months.

Summaries

  • Achieved results through cross-functional collaboration.
  • Achieved a $8 annual overhead reduction.
  • Achieved results over 9 years.
  • Automated routine support processes.
  • Achieved a 36% boost in overall support efficiency.
  • Director of Support Services is a goal-oriented Director of Support Services who is dedicated to improving administrative operations in order to reduce costs and improve procedures.
  • During her 15-year career as a teacher, she has a proven track record of meeting and exceeding goals.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Boosted customer retention by 27%.

Accomplishments

  • Led a workforce optimization initiative that eliminated process bottlenecks and increased support team productivity by 22%.
  • Headed the integration of Jira into the support workflow, reducing manual intervention by 61%.
  • Championed a service excellence initiative that improved customer retention by 52% over 16 years by prioritizing proactive solutions.
  • Developed training modules focusing on conflict resolution and de-escalation techniques for team leads, resulting in a 43% reduction in complaint escalations.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Implemented customer feedback mechanisms that increased direct customer feedback by 33%, enabling more actionable improvement insights.
  • Introduced workflow automation tools to streamline ticket routing, reducing resolution times by 14 and improving overall customer satisfaction.
  • Negotiated service contracts with 2 third-party vendors, ensuring improved service levels and reducing overall operating costs by 41%.
  • Established clear cross-functional communication protocols to improve customer handoff processes, reducing system downtimes and increasing resolution speeds.
  • Coordinated a comprehensive review of the support processes that resulted in a 49% improvement in overall service efficiency.

Affiliations

  • Customer Experience Professionals Association (CXPA) Member
  • Customer Support Leaders Alliance – Professional Development Group
  • American Society of Safety Professionals
  • International Foundation for Customer Service Excellence – Fellow
  • National Association for Workforce Professionals (NAWP) – Public Service Certification Program
  • Association for Support Professionals (ASP) Member
  • American Management Association (AMA) – Leadership Development Program
  • Global Association for Talent Development (GATD) – Workforce Growth Contributor
  • Association for Talent Development (ATD) – Certified Trainer
  • American Medical Informatics Association

Certifications

  • Certified Customer Experience Professional (CCXP)
  • ServSafe
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Business Analysis Professional (CBAP)
  • IT Service Continuity Management (ITSCM) Certification
  • SHRM Senior Certified Professional (SHRM-SCP)
  • ITIL® v4 Foundation Certification
  • SLA Management Certification
  • Cisco Certified Network Associate (CCNA)
  • Certified Virtualization Expert (CVX)

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