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Skills

  • First-call resolution improvements
  • Customer Churn Reduction Tactics
  • Automation of Support Processes
  • Product issue troubleshooting collaboration with development teams
  • Customer relationship management (CRM) optimization
  • Customer retention strategies
  • Real-time issue resolution tracking
  • Cross-functional collaboration with sales/marketing
  • Sales-to-support team integration initiatives
  • Building internal knowledge base

Work Experiences

  • Coordinated with product development teams to address recurring product issues, resulting in a 83% reduction in support tickets related to Workday.
  • Achieved results in 2017.
  • I'm in charge of keeping track of all warehouse inventory reports.
  • Achieved results within the first 6 months.
  • Assisted in managing day-to-day operations for a customer support team.
  • Achieved a 28% reduction in complaints.
  • Assisted in the rollout of a new omnichannel support system.
  • Assisted in onboarding processes and implemented new agent training that resulted in a 71% increase in first-call resolution.
  • Coordinated with product development teams.
  • Created monthly performance scorecards for agents.

Summaries

  • Adept at guiding teams through changing workflows.
  • Conducted ongoing performance reviews.
  • Customer Retention Specialist and Junior Assistant Manager.
  • Boosted performance through collaboration.
  • Customer-focused Junior Assistant Manager with 5 years of experience in improving support ticket resolution by 48%. Specialist in CRM tools and enhancing workflows to drive elevated team productivity.
  • Committed Junior Assistant Manager with a comprehensive background in customer support, known for driving a 72% improvement in response time. Successfully reduced support escalations by 20% through effective incident management.
  • Contributed to higher customer satisfaction.
  • Collaborative Junior Assistant Manager in Customer Support Operations.
  • Accomplished Junior Assistant Manager in Customer Support Operations, recognized for delivering process improvements leading to a 51% increase in customer retention revenue. Skilled in KPI analysis and trend identification.
  • Achieved a 74% decrease in agent onboarding times.

Accomplishments

  • Collaborated with cross-functional teams to implement a customer feedback loop, leading to a 50% increase in Net Promoter Score (NPS) within three years.
  • Managed a team of 7 customer service representatives, achieving a 17% increase in team productivity by enhancing support workflows.
  • Created escalation protocols for high-priority customers, resulting in faster resolution times and an increase in loyalty from 49% of the customer base.
  • Led a process improvement initiative that streamlined case handling workflows, reducing average resolution time by 72% while maintaining service quality.
  • Partnered with the sales and marketing teams to develop cross-selling strategies within the support function, increasing revenue by 4 within three years.
  • Initiated the use of customer sentiment analysis tools, which helped the team address 49% of negative reviews before escalation.
  • Trained and guided a customer support team on first-call resolution techniques, resulting in a 34% improvement in resolution rates over the past year.
  • Introduced a new support ticketing system, decreasing average response times by 5 minutes and boosting customer satisfaction by 50% points.
  • Collaborated with data analytics teams to create targeted support strategies, significantly reducing customer churn by 49% over two years.
  • Promoted a customer-first culture across the team, fostering an environment that led to a 40% improvement in customer feedback surveys.

Affiliations

  • Certified Customer Success Manager, system, 2019
  • Attendee, AI in Customer Support Webinars by Summit Group, 2018
  • Affiliation, Society for Customer Service Professionals (SCSP), 2023 – Present
  • Volunteer, Technical Support Leader Conferences Hosted by Beacon Labs, 2022
  • Workshop Attendee, Best Practices in Troubleshooting High-Priority Customer Issues, 2016
  • Certification Holder, ITIL Foundation in IT Service Management, 2022
  • Member, Customer Experience Professionals Association (CXPA), 2022-Present
  • Representative, Customer Support Focus Group for QuickBooks, 2024 – Present
  • Contributor, LinkedIn Customer Service Professionals Group, 2015 – Present
  • Attendee, Zendesk Relate Conference for Customer Experience Innovation, 2015

Certifications

  • Certified Professional in Customer Experience Management
  • Help Desk Institute Service and Support Manager Certification
  • Workforce Management (WFM) Fundamentals Certification
  • Certified Customer Support Specialist (CCSS)
  • Escalation Management Certification in Salesforce
  • Google Project Management: Professional Certificate
  • IT Support Specialist Certificate from Ironclad Systems
  • CompTIA A+ Certification
  • Certified Help Desk Support Professional (CHDSP)
  • Emotional Intelligence (EI) Certification for Support Professionals

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