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Skills

  • Advanced technical support for Workday
  • POS systems expert
  • Customer satisfaction prioritization
  • Sales expertise
  • Training development aptitude
  • Time management and prioritization
  • Cross-functional team collaboration
  • Receiving support
  • Critical Thinking Under Pressure
  • Technical troubleshooting

Work Experiences

  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Collaborated with vendors to plan more than 7 daily pickups and weekly deliveries.
  • Customer service training processes were implemented and developed by me.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Was in charge of high-volume paperwork and worked with the category department to resolve billing and shipping issues.
  • Processed 12 invoices and mailed documentation to clients each three years.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.

Summaries

  • Customer Service Representative with 3 years of retail experience in fast-paced, team-oriented environments.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • With extensive experience in the metric industry, I am a knowledgeable and dedicated customer service professional.
  • SAP expert with 14 years of experience in related roles.
  • Costs were consistently reduced while profits were increased.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Hardworking Field Support Associate with 17 years of telecommuting experience meeting customer needs.
  • Bring extensive high-call volume experience working with initiative consumers spanning 5 years.

Accomplishments

  • Utilized troubleshooting methodologies to identify root causes of failures in Asana, leading to a 80% reduction in system downtime.
  • Resolved 3 Tier 2 trouble tickets on average per day, achieving a 32% improvement on SLA metrics.
  • Directed a service team of 17 technicians, decreasing overall ticket backlog by 35% in 18 months.
  • Resolved product issue through consumer testing.
  • Led quarterly reviews, providing insights that helped drive a 5 decrease in operational costs through improved troubleshooting protocols.
  • Escalated and promptly resolved complex issues with our Workday platform, raising our average customer satisfaction score to 13 out of process.
  • Collaborated with team of 15 in the development of metric.
  • Developed and deployed custom software solutions for routing and resolving high-priority tickets, leading to 46% faster resolution times.
  • Implemented a workflow optimization process that eliminated bottlenecks and improved ticket resolution time by 57%.
  • Delivered in-field technical support to 16 clients over three years, maintaining a 59% five-star customer satisfaction rating.

Affiliations

  • Service Desk Institute (SDI) – Achieved certification in 2020, specializing in SLA adherence and customer satisfaction.
  • Society of Human Resource Management
  • Technical Support Professionals Association – Collaborated with industry experts on resolving Tier 2 escalations.
  • Institute of Electrical and Electronics Engineers (IEEE) – Attended courses on hardware infrastructure diagnostics.
  • Help Desk International – Member, advancing knowledge in diagnosing complex technical issues across hardware and software environments.
  • National Association of Social Workers
  • National Association of Service Managers (NASM) – Focused on enhancing customer retention through advanced support methods.
  • National Association of IT Support Professionals (NAITSP) – Involved in knowledge-sharing conferences since 2016.
  • IT Service Management Forum (ITSMF) – Active participant in discussions reducing audit findings and SLA breaches.
  • Customer Service Institute (CSI Global) – Focused on continuous improvement in customer retention strategies.

Certifications

  • Customer Service Excellence Certification by Harbor & Co.
  • Cisco Certified Network Associate (CCNA)
  • Customer Experience Management (CXM) Certification
  • Certified Technical Support Professional (CTSP)
  • Google Certified Professional Cloud Architect
  • Certified Information Technology Infrastructure Library (ITIL) Practitioner
  • KCS Principles Certification - Knowledge-Centered Service
  • Certified Data Migration Specialist (CDMS)
  • Microsoft Certified Systems Engineer (MCSE)
  • OSHA 30-Hour General Industry Certification

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