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Skills

  • Onboarding and education programs
  • Budget Management for Technical Operations
  • Sales expertise
  • Technical solutions development
  • Junior technician training and mentoring
  • Staff education and training
  • Communication Protocol Development
  • International sales support
  • Medical terminology knowledge
  • Warehousing functions

Work Experiences

  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Was quick to respond to potential customers' questions and requests.
  • Acquired 15 new customers, resulting in 6% revenue for the team.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.

Summaries

  • Easy Technician Lead who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Dedicated to exceeding expectations and leading the team to success.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the program business.
  • Great phone skills and program talents have a proven track record of increasing productivity and customer satisfaction.
  • Customer Service Representative with 13 years of retail experience in fast-paced, team-oriented environments.
  • Bring extensive high-call volume experience working with initiative consumers spanning 10 years.
  • Committed to providing world-class customer service while remaining professional.
  • Dedicated to meeting and exceeding program objectives through effective communication and procedure abilities.
  • With extensive experience in the metric industry, I am a knowledgeable and dedicated customer service professional.
  • Easy Technician Lead with 7 years of successful vendor management and workflow optimization experience.

Accomplishments

  • Created custom training modules that speed up technician onboarding, reducing new hire ramp-up time from three years to process.
  • Documented and resolved metric which led to category.
  • Reduced service-call escalations by implementing a knowledge management system that provided real-time support information to customers.
  • Optimized the allocation of field resources, reducing non-productive technician travel time by 27% and maximizing time for high-priority tasks.
  • Resolved product issue through consumer testing.
  • Collaborated with sales and marketing to improve cross-team troubleshooting, cutting down response times by 35%.
  • Performed root cause analysis on recurring network issues which resulted in a 73% reduction in outage frequency.
  • Monitored real-time diagnostic systems, resolving live issues and ensuring service continuity for 10 customers.
  • Managed the lifecycle replacement for key technical systems across 10 of sites, ensuring zero downtime during transition phases.
  • Established a 24/7 incident response protocol, leading to a 46% improvement in issue resolution time and a boost in overall customer satisfaction.

Affiliations

  • Freemason
  • Association for Computing Machinery
  • Member of Local Technology User’s Group for System Administrators 2021
  • National Association of Social Workers
  • Certified Specialist via Electronic Technicians Association International (ETA) 2020
  • Attendee, World Conference on IT and Support Services Management 2015
  • American Medical Informatics Association
  • Tech Lead, Association for Information Technology Professionals (AITP) 2017
  • Project Management Institute
  • Active Member, Project Management Institute (PMI) for Technical Team Leads 2022

Certifications

  • HDI Desktop Support Technician Certification
  • Apple Certified Support Professional (ACSP)
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Public Accountant
  • First Aid/CPR Certified
  • Certified Electronics Technician (CET) by framework
  • Google Certified Professional Cloud Architect
  • Red Hat Certified System Administrator (RHCSA)
  • CompTIA A+ Certification
  • Certified in Risk and Information Systems Control (CRISC)

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