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Skills

  • Inventory management
  • Hardware Configuration
  • Technical troubleshooting
  • Equipment repair
  • LAN aptitude
  • Team building
  • Conflict resolution and de-escalation
  • Operational improvement
  • Hardware diagnosis
  • Escalation management

Work Experiences

  • Adjusted tactics for support alignment.
  • Achieved this recognition in 2022.
  • Advised customers and users on required maintenance practices for various software systems for OEM warranty requirements and industry best practices.
  • Kept track of IT supplies inventory by checking levels on a 6 months basis.
  • Achieved results within 17 months post-launch.
  • Achieved a 45% net promoter score increase.
  • Achieved 39% quicker response time.
  • Used specialized software to remove malware and viruses from laptops and desktop computers.
  • Awarded the President's Club for excellence after maintaining a 16% customer satisfaction score for 7 consecutive months.
  • Achieved this for 11 consecutive months.

Summaries

  • Working with stakeholders and corporate teams is a breeze for this strong relationship builder.
  • Strategic thinker with expertise in process improvement.
  • Vendor management and cross-functional collaboration abilities are exceptional.
  • Bringing a deep understanding of method operations as well as a resilient nature focused on identifying root causes and implementing long-term solutions.
  • Through troubleshooting and budget management, critical thinking Live Support Staff Member effectively resolves technical issues.
  • Knowledgeable Live Support Staff Member with expertise in marketing and program development.
  • Proven track record of motivating improved to achieve team, individual, and management goals.
  • Expert in system with a strong aptitude for spearheaded and streamlined.
  • Strong technical skills and experience in performance reporting.
  • Risk assessment in category settings and workflow optimization in performance reporting settings.

Accomplishments

  • Devised and executed a monthly training initiative based on customer feedback that led to a 58% increase in the overall quality of customer service.
  • Maintained up-to-date records of customer feedback and complaints to inform product teams, resulting in 73% improvement in product quality.
  • Increased agent retention by 20% through the development of a personalized coaching and mentorship program.
  • Created a series of troubleshooting templates, cutting call handling time by 59% minutes, leading to an overall improvement in support efficiency.
  • Collaborated with the development team to identify recurring bugs, allowing for timely patches that reduced customer-reported issues by 34%.
  • Successfully onboarded and trained 13 new team members, improving key service metrics within their first three months.
  • Improved team efficiency by designing a tiered support system, aligning issue complexity with assigned support personnel, reducing escalation rates by 35%.
  • Monitored and managed help desk ticketing systems, reducing ask-resolution time by 58% while maintaining high levels of customer satisfaction.
  • Analyzed and presented monthly performance data, enabling management to make informed decisions that led to a 78% increase in service efficiencies.
  • Leveraged automation in customer service operations by designing a chatbot that enhanced call deflection strategies by diverting 71% of inquiries to self-service channels.

Affiliations

  • Affiliated with Women in Customer Support Technological Innovation (WCSTI), discussing advancements in AI-driven support channel solutions.
  • Member of National Association of Service Experts (NASE), enhancing multi-tasking capabilities in live support environments.
  • Certified in technical support through the HDI Customer Service Certification Program, with an emphasis on escalation management.
  • Contributing member of the Association for Customer Experience Professionals (ACXP), attending events related to empathetic customer interactions.
  • Participant in cross-departmental collaboration workshops offered by the Product Support Institute, learning how to streamline technical escalations with product teams.
  • Affiliated with the Help Desk Institute (HDI), obtaining certification in troubleshooting guide development and customer satisfaction improvement.
  • Active participant in the International Association of Professional Customer Service (IAPCS), enhancing skills in multi-channel communication for high-volume support environments.
  • Involved with the North American Technical Support Group, collaborating on initiatives to improve upselling and cross-selling strategies.
  • Member of the IT Support Professional League, sharing insights into team communication's role in achieving higher customer satisfaction.
  • Regular attendee of the Customer Success Association, learning strategies to improve post-interaction follow-ups and engagement.

Certifications

  • CompTIA IT Fundamentals (ITF+)
  • American Academy of Financial Management (AAFM)
  • Customer Complaint Handling Certification – Lakeside Partners
  • Customer Service Excellence Certification Lakeside Partners
  • HubSpot Service Hub Software Certification
  • Certified Customer Service Trainer (CCST) – Meridian
  • Interpersonal Communication Skills for Support Professionals (ICS-SP) - Vantage
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Help Desk Manager - Harbor & Co.
  • Cisco Certified Network Associate (CCNA)

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