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Skills

  • Multi-Platform Support Experience
  • Employee Ramp-Up Time Management
  • Customer satisfaction management
  • Budgets
  • Data-driven decision making
  • Problem resolution
  • Help Desk Software Implementation
  • Customer dispute resolution
  • IT Troubleshooting
  • Software diagnosis

Work Experiences

  • Achieved results over 16 months.
  • Described category solutions to customers to aid in problem resolution.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Assessed customer satisfaction ratings.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 18 new accounts.
  • Achieved company-wide top performance.
  • Collaborated cross-departmentally with IT and Sales to improve QuickBooks troubleshooting guides, shortening average response time by 20%.
  • Collaborated with global teams to ensure follow-the-sun support for premium customers, achieving a never-late response rate of framework.

Summaries

  • Achieved a 76% reduction in client support calls.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Subject matter expert on Workday with exceptional skills and knowledge in stakeholder engagement.
  • Achieved a 63% reduction in call volume.
  • Analyzed and monitored performance metrics.
  • Excellent Lead Support Specialist with 18 years of experience providing exceptional support to users at all levels.
  • Applied best practices.
  • Enhances system performance by analyzing and correcting various hardware and software issues.

Accomplishments

  • Achieved a 22% increase in product adoption due to effective post-support follow-ups and customer education on advanced features.
  • Achieved Lean in 2015, bringing a new technical skill set to the team, which helped expedite the resolution of procedure issues.
  • Led initiatives to ensure compliance with regulatory and industry standards across all customer service operations, reducing risks by 15%.
  • Created an extensive internal knowledge base that reduced training time for new hires by 11 weeks.
  • Recognized for delivering 75% customer satisfaction consistently across multiple support channels, including phone, email, and chat.
  • Optimized cross-departmental workflows, reducing the average resolution time for technical issues by 81%.
  • Spearheaded a company-wide initiative to introduce AI-driven chat support, which boosted resolution speed by 19%.
  • Successfully reduced average call handling time by 76% by refining existing support processes and implementing new customer service software.
  • Collaborated with the IT department to streamline the escalation processes for critical issues, leading to a 28% reduction in unresolved tickets.
  • Collaborated cross-functionally with compliance to implement an advanced ticketing system, improving response time by 79%.

Affiliations

  • Helpdesk Manager's Forum
  • HDI Certified Support Center Expert (HDI-SCE)
  • CompTIA A+ Certification Member
  • American Medical Informatics Association
  • International Association of Support Services (IASS)
  • Membership in Technology Services Industry Association (TSIA)
  • Society of Women Engineers
  • Society of Consumer Affairs Professionals in Business (SOCAP)
  • American Society of Safety Professionals
  • National Association of Social Workers

Certifications

  • CompTIA Network+
  • Microsoft Certified Systems Engineer (MCSE)
  • Customer Support & Success Leadership Training
  • Certified Business Analysis Professional (CBAP)
  • Salesforce Certified Administrator
  • Certified Public Accountant
  • CompTIA A+ Certification
  • Microsoft Certified: Azure Fundamentals
  • Apple Certified Associate (ACA)
  • Cisco Certified Internetwork Expert (CCIE)

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