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Skills

Standard equipment
Cash Handling
Operational Documentation Generation
Change management in support processes
Stocking and replenishing
Communication skills
Customer service
Project organization
Customer feedback analysis
Budget management for global operations

Work Experiences

Achieved a 12% improvement in average customer satisfaction score.
Achieved a 10% improvement in overall satisfaction ratings.
Achieved a 25% reduction in overall resolution times.
Achieved 97% CSAT scores.
Managed high-level supplier relationships and vendor contracts, resulting in a network of resources for supply chain and new business generation considerations.
Collaborated with the marketing department to redesign post-service surveys, increasing response rates by 40% and gathering actionable insights.
Boosted ticket closure rates by 18%.
Achieved a 95% staffing rate.
Worked with industry leaders in Phoenix to find new customers and generate new business opportunities.
Provided knowledgeable and friendly assistance to customers at every stage of the shopping and purchasing process.

Summaries

Through careful macro leadership and close supervision, he takes responsibility for global success.
Dedicated to learning, growing, and succeeding in Miscellaneous.
Sales Assistant with a specialty in vendor management.
Provide friendly and knowledgeable customer service to increase customer loyalty.
Accomplished Global Support Executive.
Global Support Executive with 15 years of successful cross-functional collaboration and client relations experience.
Accomplished in driving global expansion initiatives, successfully setting up a new support hub in Denver, leading to a fully operational facility within 6 months.
Budget-conscious executive who delivered 20% cost savings while managing a $18 budget for global operations, optimizing resource usage and support structures.
Accomplished Global Support Executive with a proven record of leading 20+ support team members and implementing AI-powered ticketing systems, decreasing response times by 30%.
Achieved full efficiency ahead of schedule.

Accomplishments

Formalized incident management protocols, achieving 17% reduction in recurring network disruptions and client escalations.
Initiated performance incentives based on customer satisfaction and resolution speed, resulting in 58% higher employee engagement.
Documented and resolved initiative which led to method.
Implemented a shift-based workforce model to provide 24/7 support, resulting in 32% shorter response times for urgent issues.
Negotiated high-value third-party vendor contracts while lowering overall support costs by 26% and improving service levels.
Improved customer response times by 79% through enhanced workforce scheduling and real-time escalation handling processes.
Collaborated with team of 12 in the development of initiative.
Conducted data-driven assessments to enhance workforce scalability, leading to 36% improved operational efficiency during peak demand.
Led conflict resolution for escalated client issues, maintaining a 29% CSAT score across 7 different regions.
Partnered with sales and product teams to optimize knowledge transfer, increasing cross-sell and upsell opportunities by 68%.

Affiliations

Lions Club
National Association of Managed Service Providers
Technology Services Industry Association (TSIA)
Association for Supply Chain Management (APICS)
International Help Desk Support Association (IHDSA)
Association for Support Professionals (ASP)
Toastmasters
Jaycees
National Association of Social Workers
Help Desk Institute (HDI)

Certifications

Apple Certified Associate (ACA)
First Aid/CPR Certified
ServSafe
Zendesk Support Administrator Certification 2016
IT Infrastructure Library (ITIL) Advanced Certification
Cisco Certified Internetwork Expert (CCIE)
Microsoft Certified Systems Engineer (MCSE)
Advanced Escalation Management Certification
SHRM Certified Professional (SHRM-CP)
Certified in Strategic Global Support Operations - Meridian

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