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Skills

  • Regulatory compliance
  • Technical documents comprehension
  • Bilingual or multilingual communication skills
  • Customer service
  • Initiative equipment
  • Audit tracking of refund and return processes
  • Organization
  • Customer retention through quality email support
  • Problem resolution
  • Process improvement

Work Experiences

  • Collaborated with the technical department to resolve highly complex email support tickets, decreasing case escalation by 66%.
  • Awarded Outstanding Service Award for highest customer satisfaction rate.
  • Collaborated with the technical department.
  • Collaborated with external vendors via email.
  • Collaborated in developing an automated email categorization tool, reducing manual workload by 28% and improving response speed.
  • Achieved results within the first three years.
  • Achieved a 7% decrease in late shipments for Jira.
  • Collaborated in developing an automated email categorization tool.
  • Audited and validated each claim.
  • Created support documentation that empowered and enabled the user community to expand their skills, take advantage of system features, and find answers to questions without the need for assistance from the support team.

Summaries

  • Subject matter expert on QuickBooks with exceptional skills and knowledge in performance reporting.
  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • Achieved a 17% reduction in average ticket resolution time.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Effectively troubleshoots and resolves issues on its own.
  • Email Support Executive is a multi-talented Email Support Executive who is consistently rewarded for planning and operational improvements.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.

Accomplishments

  • Achieved a 19% improvement in case resolution efficiency through advanced ticket triage and prioritization techniques.
  • Improved first-response time by 6 months with optimized email handling processes leading to higher customer satisfaction.
  • Provided quality assurance in correspondence, maintaining a 85% error-free rate in all outbound email communication.
  • Consistently achieved response times within SLA, closing over 57% of tickets within the first three years.
  • Contributed to a 57% reduction in escalated cases by coordinating with Tier 2 support teams for more robust problem resolution strategies.
  • Spearheaded a department-wide initiative to streamline case inquiries, which resulted in a 38% reduction in response rate lags.
  • Collaborated with the product team to resolve tech issues, reducing support-related complaints by 41%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Reduced email response time by 71% through the adoption of automated workflows for ticket prioritization.
  • Documented and resolved program which led to procedure.

Affiliations

  • Association of Information Technology Professionals
  • American Medical Informatics Association
  • Customer Support Digital Workers Collective
  • Rotary International
  • Society of Human Resource Management
  • Email Sender & Provider Coalition (ESPC)
  • Email Experience Council (EEC)
  • Customer Contact Strategies - Email Routing & Automation Affiliation
  • International Customer Management Institute (ICMI)
  • American Marketing Association (Email Deliverability Subgroup)

Certifications

  • IT Service Management Foundation Certification (ITIL Foundation)
  • Email Communication and De-escalation Certification
  • Microsoft Certified Systems Engineer (MCSE)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Remote Customer Service Skills Certification
  • Certified Technical Support Specialist - CompTIA
  • CRM Strategy Specialist Certification
  • Customer Service Professional (CSP) Certification
  • Zoho CRM Administrator Certification
  • Certified Customer Service Manager (CSM)

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