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Skills

  • Customer service excellence in technical support
  • Conflict resolution in customer service
  • Input on infrastructure improvements
  • Key stakeholder relationship building
  • Customer loyalty and retention strategies
  • AHT (Average Handling Time) reduction
  • International sales support
  • Downtime monitoring and management
  • Sales expertise
  • Staff education and training

Work Experiences

  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Contributed to $18 in annual store sales per two years.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Provided ongoing guest service, which included Adobe Creative Suite recommendations.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Was quick to respond to potential customers' questions and requests.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Kept up to date on product and service changes.

Summaries

  • Dedicated to meeting and exceeding framework objectives through effective communication and program abilities.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Hardworking Fiber Customer Support Analyst with 13 years of telecommuting experience meeting customer needs.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • Within Miscellaneous, senior Fiber Customer Support Analyst and outstanding performer in strategic planning and budget management.
  • Fiber Customer Support Analyst with 6 years of successful project management and data analysis experience.
  • Offering 17 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Under duress, personable and professional.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.

Accomplishments

  • Improved customer retention by introducing enhanced troubleshooting protocols that reduced repeat issues by 28%. Resulted in a reduced churn rate.
  • Monitored real-time service delivery metrics, securing top support team recognition for exceeding goals by 15% over the last three years.
  • Documented and resolved category which led to method.
  • Worked closely with network engineering teams to reduce average service restoration times by 28% within three years, positively impacting customers.
  • Reduced service escalations by 28% through effective troubleshooting and customer engagement, enhancing overall customer satisfaction.
  • Routinely monitored network health and proactively identified potential issues, minimizing technician dispatch by 78% through remote troubleshooting.
  • Curated strong working relationships with external vendors, improving the resolution speed of vendor-dependent issues by 72%
  • Utilized data analytics to track support ticket trends, leading to a 17% reduction in recurring issues related to network fiber performance.
  • Reduced downtime for corporate clients by 61%, achieved through the rapid and effective management of fiber maintenance windows.
  • Achieved savable Net Promoter Score (NPS) improvement by handling critical customer escalations and resolving key long-term issues positively.

Affiliations

  • American Marketing Association
  • IEEE Communications Society (ComSoc)
  • Telecommunications Industry Association (TIA)
  • Customer Contact Week (CCW) Conference participation
  • Customer Service Professionals Network (CSPN) Membership
  • Project Management Professional (PMP) Certification
  • Customer Service Institute of America (CSIA)
  • Jaycees
  • Project Management Institute
  • Lions Club

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Fiber Business Analyst (CFBA) - FOA
  • Salesforce
  • SCTE Certified DOCSIS Technician (CDT)
  • Lean Six Sigma Green Belt Certification
  • CompTIA A+ Technician
  • ServSafe
  • Apple Certified Associate (ACA)
  • CompTIA A+ Certification
  • SHRM Certified Professional (SHRM-CP)

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