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Skills

  • Escalation prevention
  • Workload prioritization
  • Adaptability to product changes
  • Technical issue resolution
  • Process improvement
  • Application support
  • Project organization
  • Team building
  • Business operations
  • Staff education and training

Work Experiences

  • Achieved continued customer loyalty by providing personalized assistance to SAP premium users, increasing retention by 39% over 6 months.
  • Achieved 76% accuracy rate.
  • Worked closely with Adobe Creative Suite and Salesforce users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
  • Led a support team that assisted an average of 12 users globally in a 24/7 support environment as a level-three supervisor.
  • Achieved results at Meridian within 2017.
  • Achieved results by method.
  • Increased company revenue by 5% beyond 6 months targets by upselling products and services.
  • Categorized customer interactions.
  • Addressed billing inquiries.
  • Achieved a 35% resolution rate on first contact.

Summaries

  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Achieved Top Performer for exceptional customer service.
  • Excellent Email Support Representative with 3 years of experience providing exceptional support to users at all levels.
  • Achieved a 16% decrease in ticket volumes.
  • Six Sigma and Scrum Master are proudly certified.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Achieved 44% reduction in customer churn.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Achieved Excellence Award for improving team performance.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.

Accomplishments

  • Achieved 15% first-contact resolution rate for handling product upgrades and returns via email, minimizing customer escalations and improving satisfaction.
  • Recognized with Top Performer for exceeding customer satisfaction benchmarks with an average score of 39% over 2016 using proactive follow-up methods.
  • Executed impactful email campaigns to promote product features, resulting in a 48% increase in customer usage rates within 6 months.
  • Resolved product issue through consumer testing.
  • Trained and mentored 18 new email support representatives to achieve proficiency with HubSpot, improving team efficiency by 78%.
  • Developed and implemented an email categorization system, reducing resolution times by 29% with improved tagging practices for customer interactions.
  • Collaborated with leadership to create email response guidelines that reduced backlog by 60% in category, improving response time.
  • Played a pivotal role in reducing team backlog by 35% over 2016, through identifying frequent issues and standardizing email responses.
  • Consistently maintained a response time of under 4 minutes during peak email traffic periods, far exceeding team standards.
  • Exceeded KPIs for customer satisfaction and email response time for 14 consecutive quarters in 2016, by utilizing advanced CRM email tools.

Affiliations

  • Toastmasters
  • CRM User Group (process)
  • Freemason
  • Society of Human Resource Management
  • Help Desk Support Certification (2021 by Cedar Works)
  • International Association of Administrative Professionals
  • Customer Contact Week (CCW) Digital Forum
  • Rotary International
  • Customer Feedback Loop Optimization Committee
  • National Association of Customer Service Professionals (NACSP)

Certifications

  • Certified Professional in Customer Relationship Management (CPCRM)
  • Certified SLA Management Specialist - HDI
  • SHRM Certified Professional (SHRM-CP)
  • Customer Effort Score (CES) Management Accreditation through Brightline
  • SHRM Senior Certified Professional (SHRM-SCP)
  • HubSpot Email Marketing Certification
  • Apple Certified Associate (ACA)
  • Certified Support Manager (CSM) – HDI
  • Certified Email Support Analyst (CESA) by standard
  • CompTIA Security+

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