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Lead Support Supervisor resume examples

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Skills

  • Business operations
  • Workload prioritization
  • Process improvement
  • Communications
  • Escalation management
  • Equipment repair
  • Relationship development
  • Complaint resolution
  • Exceptional telephone etiquette
  • Call center experience

Work Experiences

  • Installed and configured printers and scanners, as well as resetting default device passwords to prevent cyber attacks.
  • Achieved a 40% improvement in customer response metrics.
  • Advised customers and users on required maintenance practices for various software systems for OEM warranty requirements and industry best practices.
  • Collaborated with cross-functional teams, improving system support processes, resulting in a 27% reduction in repeat system errors.
  • Set up new employee workstations, including all of the necessary hardware, software, and peripherals.
  • Collaborated with the product development team.
  • Boosted team productivity by 20%.
  • Boosted first-response resolution rates by 48%.
  • Achieved a 52% reduction in repeat system errors.
  • Achieved a 22% increase in productivity during high-volume periods.

Summaries

  • Proven track record of motivating implemented to achieve team, individual, and management goals.
  • Has exceptional risk assessment and data analysis abilities.
  • Data analysis in method settings and vendor management in cross-functional collaboration settings.
  • Lead Support Supervisor who is dependable and has 16 years of helpdesk experience.
  • Team player who is proactive and hardworking, with a focused mentality and a methodical approach.
  • Lead Support Supervisor with superior understanding and knowledge of QuickBooks and ServiceNow in a Jira environment.
  • Results-oriented Miscellaneous professional with client relations, project management, and process improvement strengths.
  • Motivating leader who has built and managed process teams in the past.
  • Proficient in promoting initiative by leveraging quality assurance and performance reporting knowledge.
  • Lead Support Supervisor is a hardworking and dependable Lead Support Supervisor who excels at cross-functional collaboration and vendor management.

Accomplishments

  • Standardized best practices across all support teams, resulting in a 42% decrease in SLA violations.
  • Collaborated with cross-functional teams to streamline operations, cutting average case resolution times by 21%.
  • Collaborated with HR to develop and implement a performance review process that resulted in 23% higher retention rate in 2016.
  • Effectively led a support team of 17 staff, resulting in a 83% improvement in SLA compliance over 16 months.
  • Improved onboarding process for new support team members, reducing ramp-up time by 63%.
  • Streamlined the case routing system, reducing support ticket backlog by 80% within method.
  • 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.
  • Championed a series of real-time feedback sessions that significantly enhanced customer-facing interactions and drove a 32% improvement in quality ratings.
  • Developed and led a team-oriented performance initiative, increasing customer satisfaction by 55% in 2017.

Affiliations

  • Member, International Support Services Organization (ISSO) 2019 – Present
  • Certified, Advanced Customer Interaction Management 2020
  • Contributing Author, Customer Support Best Practices Journal 2020
  • Participant, Service Leadership Forum, 2022
  • Board Member, Leading Customer Experience Professionals Association 2016 – 2017
  • Ambassador, Support Operations Network 2021 – 2018
  • Affiliate, Project Management Institute (PMI) 2021 – 2024
  • Participant, Global Customer Experience Summit, 2020
  • Certified, Tableau Workflow Integration Specialist 2022
  • Attendee, Workforce Optimization Conference, 2015

Certifications

  • Certified Product Support Specialist (CPSS) from Cedar Works
  • Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate
  • Customer Success Management Certification (CSM) from SuccessCOACHING
  • Microsoft Office Specialist (MOS)
  • CompTIA Security+
  • KCS Principles Certification - Knowledge-Centered Service
  • Certified Customer Service Manager (CCSM) from the Customer Service Institute of America
  • Lean Customer Support Certification
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Technical Support Supervisor (CTSS) from The Certification Network Group

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