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Skills

  • Customer relationship management
  • Efficiency evaluation and improvement
  • New hire training and onboarding
  • Equipment performance tracking
  • Supervision
  • Invoice generation
  • End-to-end field support
  • Client Retention Strategies
  • Cross-functional collaboration
  • On-Site Technical Support

Work Experiences

  • Championed monthly quality audits across 10 field sites, uncovering process irregularities and prompting a 24% improvement in standards.
  • Assisted in the rollout of program, providing on-site support and training for over 3 field staff.
  • Used Tableau to compile data gathered from various sources.
  • Developed a reputation for punctuality and hard work.
  • Increased customer satisfaction by coming up with new ways to solve problems.
  • Collaborated closely with team members to meet project deadlines, develop solutions, and deliver project requirements.
  • Achieved improved customer satisfaction score of 70%.
  • Achieved a 33% improvement in equipment uptime at Raleigh, through on-site diagnostics and supplier coordination.
  • Assured the timely execution of technical support for Power BI, resulting in a 69% decrease in failure rates.
  • Created and updated category spreadsheets with the most up-to-date information on QuickBooks.

Summaries

  • Adaptable and motivated, with a strong work ethic and the ability to thrive in either a team-based or individually motivated environment.
  • Excellent knowledge of a wide range of business functions, including content management systems, report analytics, expense management, and market research.
  • Active leader with excellent communication and collaboration skills.
  • Field Support Officer is a hardworking and dependable Field Support Officer who excels at client relations and project management.
  • Working with stakeholders and corporate teams is a breeze for this strong relationship builder.
  • Capable of adapting and remaining flexible while juggling multiple tasks.
  • Communicative and team-oriented, with HubSpot expertise.
  • Field Support Officer and team leader with 14 years of experience in category settings.
  • Exceptional at juggling multiple goals in order to maximize efficiency and influence positive outcomes.
  • Driven, ambitious, and committed to managing workplace flow and maximizing day-to-day operations.

Accomplishments

  • Led communication efforts with field service teams and clients, resulting in a customer satisfaction improvement of 70%.
  • Spearheaded the use of Microsoft Excel in the field, enabling quicker repairs and reducing client-reported issues by 66%.
  • Developed and delivered field technician training that decreased error rates in incident management by 46%.
  • Collaborated with the supply chain and procurement teams to secure on-the-spot inventory for essential repairs, reducing downtime for clients by 2 hours.
  • Boosted the overall efficiency of service operations by implementing automation tools for ticket management, reducing clutter by 21%.
  • Developed workflow improvements that cut on-site support request resolution time by 15 hours, increasing client satisfaction by 82%.
  • Directed a cross-functional team responsible for providing on-site support and operational guidance that improved HubSpot's uptime by 15%.
  • Conducted root cause analysis and instated preventative maintenance schedules, reducing recurring on-site issues by 24%.
  • Collaborated with cross-departmental teams to refine support processes, significantly improving client retention rates by 79%.
  • Achieved OSHA, which has contributed significantly to smoother and faster on-site troubleshooting processes across a wide range of technologies.

Affiliations

  • Attendee, Customer Service Excellence in Field Operations Conference, 2018
  • Group Leader, National Field Technician Conference, 2018-2021
  • Participant, Technology in Field Services Symposium, 2020-2023
  • Certification in Field Service Project Management, procedure, 2021
  • Member, National Association of Field Technologists (NAFT), 2023-Present
  • Active Member, Global Inventory Management Association (GIMA), 2024-Present
  • Member, Society for Customer Service Excellence (SCSE), 2024-Present
  • Training Facilitator, Field Technical Proficiency Program, Lakeside Partners, 2016
  • Active Participant, National Incident Response Symposium, 2019
  • Speaker, Field Support Leadership and Optimization Event, 2021

Certifications

  • Certified Supply Chain Professional (CSCP) – Brightline
  • CompTIA Network+ - 2020
  • Association for Project Management (APM)
  • ServSafe
  • Microsoft Certified Azure Fundamentals 2017
  • Six Sigma Green Belt Certification – Cedar Works
  • CompTIA A+ Technician
  • OSHA Health & Safety in Field Operations Certification – 2019
  • Google Certified Professional Cloud Architect
  • Certified Customer Success Manager – 2022

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