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Skills

  • Application support
  • Customer Complaint Reduction Programs
  • Communications
  • First Aid/CPR
  • Customer retention strategy design
  • Client onboarding process improvement
  • Complex problem-solving
  • Mac systems
  • Process improvement
  • Bug Reporting and Issue Resolution

Work Experiences

  • Boosted team morale.
  • Described method solutions to customers to aid in problem resolution.
  • Boosted the feedback completion rate by 18%.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Analyzed monthly customer feedback reports.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.
  • Analyzed monthly customer feedback reports to identify trends and formulated actionable insights that led to a 56% reduction in complaints related to Adobe Creative Suite.
  • Achieved results over one year.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.

Summaries

  • Within Miscellaneous, senior Head Pc Customer Relation and outstanding performer in cross-functional collaboration and budget management.
  • Added over $8 in revenue.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Head Pc Customer Relation with a 10-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • Achieved a 64% retention rate.
  • Asana expert and Workday user.
  • Subject matter expert on Adobe Creative Suite with exceptional skills and knowledge in team leadership.
  • Specializes in process and category product troubleshooting.
  • Clear understanding of risk assessment and stakeholder engagement as well as quality assurance training.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.

Accomplishments

  • Resolved product issue through consumer testing.
  • Established partnerships with third-party service providers, increasing service coverage by 82% with minimal staff increases.
  • Built a KPI dashboard using Microsoft Excel, providing real-time access to customer relations metrics and reducing reporting time by 44%.
  • Developed and implemented a new service transition plan that improved customer satisfaction by 57% within two years.
  • Ran a post-complaint assessment program, immediately addressing negative customer feedback which led to 39% faster turnover for critical cases.
  • Managed customer relations budget of $11, successfully cutting costs by 29% while improving key service metrics.
  • Established new complaint resolution strategies which successfully lowered complaint volume related to system by 19%.
  • Managed stakeholder relations by presenting key metrics, ensuring an overall increase in executive-level engagement by 27%.
  • Formulated and executed tailored retention programs that cut churn by 29% in key demographic segments.
  • Orchestrated a 7 team member training program that improved time management under high-pressure situations, reducing response times by 75%.

Affiliations

  • International Council of Nurses
  • Rotary International
  • American Society of Safety Professionals
  • Society of Consumer Affairs Professionals in Business (SOCAP International)
  • National Association of Sales Professionals (NASP)
  • Subscription Economy Professionals Association (SEPA)
  • Founding Member, Churn Rate Management Forum
  • Society of Women Engineers
  • Toastmasters
  • North American Customer Relations Society (NACRS) - Affiliate

Certifications

  • Salesforce
  • Microsoft Certified Systems Engineer (MCSE)
  • Customer Service Excellence - Certificate (Brightline)
  • Customer Success Manager Certified Professional (CSMCP) - Meridian
  • Certified Product Manager (CPM) - Beacon Labs
  • First Aid/CPR Certified
  • CompTIA Project+ - Cedar Works
  • Cisco Customer Success Manager Specialist - Lakeside Partners
  • CompTIA Security+
  • Customer Experience (CX) Analytics Certification - Ironclad Systems

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