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Skills

  • Cost-saving initiatives
  • Payment processing
  • Critical issue resolution under SLAs
  • Customer satisfaction score improvement
  • Budget management for global operations
  • Store opening and closing
  • Problem resolution
  • Conflict resolution with escalated clients
  • First Aid/CPR
  • Communications

Work Experiences

  • Worked on linguistic proficiency testing parameters, creating minimum requirements to ensure that staff members are proficient in required support languages.
  • Aligned regional support teams on best practices.
  • Taught new employees about customer service, money management, and organizational techniques.
  • Achieved high average resolution time.
  • Achieved 20% cost savings.
  • Maintained a customer satisfaction rate of 14% for method service calls.
  • Achieved high client satisfaction scores.
  • Wrote documentation on unique challenges specific to providing support for customers in Austin to assist on-site management.
  • Collaborated with junior managers to draft diagnostic and support scenario documentation, prioritizing customer retention and satisfaction rates.
  • Greeted customers and offered assistance with merchandise selection, accessory selection, and purchase completion.

Summaries

  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Global Support Executive is a dynamic framework and standard retail product salesperson with 18 years of experience.
  • Global Support Executive veteran with experience establishing successful support operations in 4 countries.
  • Advanced first-contact resolution rates by 15%.
  • Sales Assistant with experience in store opening and closing procedures, as well as money handling and merchandising.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Adept at implementing advanced CRM solutions.
  • Achieved high customer satisfaction.
  • Sales Assistant with a specialty in vendor management.
  • Experienced Sales Assistant with 8 years in the retail industry.

Accomplishments

  • Delivered on-site and virtual training sessions for a global team, improving onboarding efficiency by 83%.
  • Collaborated with international and cross-departmental teams to reduce average downtime recovery by 6 hours for enterprise clients.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Developed a global knowledge-sharing platform, reducing repetitive inquiries across multiple support teams by 50%.
  • Improved customer response times by 79% through enhanced workforce scheduling and real-time escalation handling processes.
  • Proactively built escalation management protocols that reduced the number of repetitive issues by 47%.
  • Reduced global ticket backlog by 81% through process automation and enhanced collaboration with regional support teams.
  • Led a global support team of 18 members across 4 countries, achieving an average ticket closure rate of 53%.
  • Collaborated with team of 12 in the development of initiative.
  • Reduced overall support team attrition rates by 49% through new policies focused on work-life balance and professional development initiatives.

Affiliations

  • Customer Experience Professionals Association (CXPA)
  • Institute of IT Service Management (ITSMi)
  • Technical Support Management Association (TSMA)
  • American Management Association (AMA)
  • Association for Support Professionals (ASP)
  • International Help Desk Support Association (IHDSA)
  • Customer Service Institute of America (CSIA)
  • Global Association for Support Quality Standards
  • Rotary International
  • Project Management Institute (PMI)

Certifications

  • Certified Public Accountant
  • Cisco Certified Customer Success Manager (CCSM)
  • Certified Support Professional (CSP), Harbor & Co.
  • Google Certified Professional Cloud Support Specialist
  • Six Sigma Green Belt Certification
  • Apple Certified Associate (ACA)
  • Salesforce
  • Certified Business Analysis Professional (CBAP)
  • Salesforce Administrator Certification
  • CompTIA A+ Certified Technician - Support and Maintenance

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