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Skills

  • Mac systems
  • Operational improvement
  • Technical issues analysis
  • TCP/IP
  • Customer service expert
  • Customer Communication Strategies
  • Relationship development
  • High-Volume Support Management
  • Budgets
  • Cross-functional team collaboration

Work Experiences

  • Boosted customer satisfaction metrics by 28% %.
  • Achieved predictive issue identification.
  • Achieved a 62% decrease in ticket turnaround time.
  • Accomplished this within two years.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.
  • Achieved 74% rise in overall performance scores.
  • Achieved results in three years.
  • Achieved first-call resolution rate of 72%.
  • Aligned support team initiatives with broader company goals, improving strategic alignment and contributing to 66% higher business unit performance.
  • Achieved results within 18 months.

Summaries

  • Achieved 33% faster turnaround.
  • Scrum Master and CPA are proudly certified.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Achieved 66% improved workload efficiency.
  • Accomplished in managing customer support systems, I led the development of a knowledge base reducing customer resolution times by several months and empowering a multi-skilled support team for 76% improved workload efficiency.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Supporting hardware and software issues for metric computer systems is a skillful Fresh Support Manager.
  • Adept at analyzing support metrics.
  • Accomplished in managing customer support systems.
  • Within Miscellaneous, senior Fresh Support Manager and outstanding performer in strategic planning and stakeholder engagement.

Accomplishments

  • Implemented real-time resource allocation based on volume forecasting, improving average response time by 18 months.
  • Streamlined interdepartmental communication for faster issue triage, improving escalation resolution time by two years.
  • Introduced a new ticket escalation policy which decreased customer wait times for high-severity issues by one year.
  • Facilitated regular support feedback loops, aligning product updates with user issues and decreasing product tickets by 26%.
  • Led a cross-department collaboration to prioritize urgent orders, delivering 52% faster resolutions in peak seasons.
  • Implemented automation tools to optimize back-office support processes, reducing manual workload by 84%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Created product adoption strategies that boosted customer engagement rates by 68% within several months.
  • Developed and implemented product support strategies that reduced escalation rates by 64% across engineering.
  • Introduced real-time knowledge base updates for support agents, reducing misinformation and ticket re-opening rates by 79%.

Affiliations

  • National Customer Service Association (NCSA)
  • User Experience Professionals Association (UXPA)
  • Association of Support Professionals (ASP)
  • HDI SupportWorld Training Advisory Group
  • AI Support Industry Working Group
  • Customer Service Institute of America (CSIA)
  • Support Driven Community
  • Society for Human Resource Management (SHRM)
  • International Council of Nurses
  • American Medical Informatics Association

Certifications

  • Certified Customer Success Manager (CCSM) - Cedar Works
  • Service Operations Manager Certification - Vantage
  • Salesforce Certified Service Cloud Consultant
  • Customer Experience (CX) Mastery Certification - Brightline
  • CompTIA Security+
  • Certified Call Center Manager - Summit Group
  • Certified Team Leader - Harbor & Co.
  • CompTIA A+ Certification
  • Certified Support Manager (CSM) - Service Strategies
  • Google Certified Professional Cloud Architect

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