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Skills

  • Data-driven decision making
  • Technical documents comprehension
  • Customer frustration management
  • MS Office
  • Cross-functional team collaboration
  • Technical issue resolution
  • First Aid/CPR
  • Customer retention strategies
  • Team management
  • Business operations

Work Experiences

  • Analyzed customer complaints.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.
  • Collaborated with product developers.
  • Addressed a recurring initiative.
  • Collaborated with the product team to adjust standard replies and FAQ articles, which reduced email response times by 58%.
  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.
  • Boosted overall positive outcomes by 52%.
  • Accelerated resolution times by 59%.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Addressed billing inquiries.

Summaries

  • Specializes in metric and system product troubleshooting.
  • Effectively troubleshoots and resolves issues on its own.
  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • Adept at collaborating with internal teams.
  • Adept at resolving technical queries.
  • Email Support Representative is a multi-talented Email Support Representative who is consistently rewarded for planning and operational improvements.
  • Adept at collaborating with internal teams and external customers to provide fast, accurate resolutions, maintaining top-tier metrics in CSAT and SLA adherence.
  • Achieved Top Performer for improving team performance and reducing customer support wait times by 72%. Adept at using framework for seamless case management.
  • Competent Email Support Representative with experience assisting method users with a wide range of computer, mobile device, and peripheral equipment issues.
  • Adobe Creative Suite expert and Power BI user.

Accomplishments

  • Designed and deployed an internal quality monitoring system for email correspondence, increasing compliance with service guidelines by 19%.
  • Proactively identified patterns in customer inquiries, leading to the creation of an FAQ-based email program, reducing response times by 23%.
  • Led team initiative to integrate process features to optimize email support workflows, resulting in a 16% faster resolution on average response times.
  • Achieved a 30% reduction in repeat customer inquiries by proactively delivering troubleshooting guidance through standardized email support templates.
  • Played a pivotal role in reducing team backlog by 35% over 2016, through identifying frequent issues and standardizing email responses.
  • Provided in-depth email support for high-complexity technical assistance, reducing escalation to specialized tech teams by 59%.
  • Consistently maintained a response time of under 4 minutes during peak email traffic periods, far exceeding team standards.
  • Devised automation rules within method, resulting in an 17% decrease in manual sorting and improved efficiency for incoming email tickets.
  • Paricipated in a cross-departmental task force to refine customer support escalation processes via email, reducing severity-level cases by 48%.
  • Distributed technical support documentation via email, reducing the need for additional correspondence and improving first-time resolution rates by 42%.

Affiliations

  • Email Marketing Association
  • Certified CRM Specialist for Microsoft Excel
  • User Experience Professionals Association (UXPA)
  • Certified Asana CRM Professional
  • North American Customer Support Representatives Group
  • Affiliate Member of the Customer Delight Academy
  • Customer Contact Week (CCW) Digital Forum
  • American Society of Safety Professionals
  • National Association of Customer Service Professionals (NACSP)
  • Society of Human Resource Management

Certifications

  • Certified CRM Support Specialist by Lakeside Partners
  • Google Certified Professional Cloud Architect
  • Cisco Certified Network Associate (CCNA)
  • Google Analytics for Customer Support Certification
  • CompTIA A+ Technician
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Zendesk Support Administrator Certification 2016
  • Customer Satisfaction Improvement Certification from Lakeside Partners
  • Certified Professional in Customer Relationship Management (CPCRM)
  • Certified Product Support Specialist (CPSS)

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