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Skills

  • Power BI expert
  • Technical troubleshooting
  • Complaint resolution
  • Workload prioritization
  • Inventory management
  • Procedure debugging
  • Project organization
  • Team management
  • LAN aptitude
  • Relationship development

Work Experiences

  • Boosted first-response resolution rates by 48%.
  • Coached frontline team members.
  • Boosted team productivity by 20%.
  • Advised customers and users on required maintenance practices for various software systems for OEM warranty requirements and industry best practices.
  • Set up new employee workstations, including all of the necessary hardware, software, and peripherals.
  • Achieved highest customer satisfaction score in the Portland region.
  • Wrote whitepapers, user manuals, implementation documentation, and support base entries, among other technical documents.
  • Achieved zero customer service disruptions.
  • Analyzed recurring customer complaints, implementing changes that reduced the complaint rate by 19% in standard.
  • Used Tableau, Asana, and Jira to implement system security and data assurance software.

Summaries

  • Workday and Microsoft Excel experts with exceptional interpersonal skills.
  • Ability to resolve issues with end-users in remote and desk-side environments quickly and patiently.
  • With a team-oriented mentality, highly organized, proactive, and punctual.
  • With hands-on experience, eager to learn new skills and advance knowledge.
  • Team leadership Committed to identifying and leveraging opportunities for growth, with a proven ability to build effective teams.
  • Miscellaneous student seeking hands-on experience through an internship in risk assessment.
  • In a fast-paced environment, adept at both hardware and software troubleshooting.
  • Experienced creator of user materials in a variety of formats.
  • Complicated concepts must be communicated in a clear and concise manner.
  • Multilingual and fluent in French and Portuguese, with a strong grasp of cultural differences.

Accomplishments

  • Effectively led a support team of 17 staff, resulting in a 83% improvement in SLA compliance over 16 months.
  • Identified and resolved process bottlenecks, increasing peak-hour productivity by 19% across three years.
  • Utilized customer service analytics tools to identify inefficiencies, reducing bounce rates by 50% over the past year.
  • Improved onboarding process for new support team members, reducing ramp-up time by 63%.
  • Collaborated with HR to develop and implement a performance review process that resulted in 23% higher retention rate in 2016.
  • Reviewed and analyzed case trends to proactively reduce recurring issues, cutting escalations by 22% over 2022.
  • Led the creation of internal process documentation that contributed to 63% quicker onboarding for new hires.
  • Introduced a tiering system for team members based on skills, leading to 65% faster resolutions for complex cases.
  • Directed the integration of cross-departmental processes, resulting in 64% higher case resolution speed.
  • Implemented a feedback loop with customers, significantly enhancing service quality by 45% through actionable insights.

Affiliations

  • Member, Association of Technical Support Professionals (ATSP) 2015
  • Affiliate, International Association of Help Desk Professionals (IAHDP) 2023 – Present
  • Board Member, Leading Customer Experience Professionals Association 2016 – 2017
  • Member, International Support Services Organization (ISSO) 2019 – Present
  • Certified Six Sigma Green Belt 2017
  • Contributor, International Service Desk Leaders Network 2018 – Present
  • Alumni, LeadDx Leadership Training Program 2022
  • Certified, Tableau Workflow Integration Specialist 2022
  • Certified Professional, Service Quality Management (SQM) 2020
  • Attendee, Workforce Optimization Conference, 2015

Certifications

  • Zendesk Support Administrator Certification
  • Advanced Certificate in Change Management from Prosci®
  • Certified Product Support Specialist (CPSS) from Cedar Works
  • Microsoft Office Specialist (MOS)
  • CompTIA Network+
  • HubSpot Service Hub Software Certification
  • Leadership and Customer Retention Strategy Certification from QuickBooks
  • Certified Customer Service Manager (CCSM) from the Customer Service Institute of America
  • Certified Public Accountant (CPA)
  • Advanced ITSM Certification (IT Service Management) from Lakeside Partners

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