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Skills

  • Relationship development
  • Cross-functional team collaboration
  • Conflict resolution and de-escalation
  • Hardware diagnosis
  • Adobe Creative Suite expert
  • Team management
  • Organization
  • Chatbot creation and maintenance
  • Call center experience
  • Hardware Configuration

Work Experiences

  • Collaborated with cross-functional teams to create a chatbot feature that resulted in reducing chat inflow by 19%.
  • Conducted proactive live demonstrations.
  • Examined the current hardware and software and suggested changes to improve system performance.
  • Wrote whitepapers, user manuals, implementation documentation, and support base entries, among other technical documents.
  • Analyzed customer feedback and provided leadership with detailed reports that led to the implementation of 6 key procedural improvements.
  • Used process and initiative techniques to perform routine server and system maintenance, ensuring that networks remained fully operational during peak periods.
  • Kept customers updated on the status of issue resolution and provided updated estimated resolution times on a regular basis.
  • Aided in the refinement of the technical support process in order to improve customer service and support.
  • Applied expert product knowledge.
  • Continuously tracked and analyzed real-time metrics to adjust tactics that ensured consistent alignment with evolving support needs.

Summaries

  • Method and procedure have a proven track record.
  • Live Support Staff Member is a hardworking and dependable Live Support Staff Member who excels at client relations and team leadership.
  • Ability to resolve issues with end-users in remote and desk-side environments quickly and patiently.
  • Ability to recognize category issues and integrate standard solutions to achieve initiative.
  • Individual who is enthusiastic and capable of working in both a team and independently.
  • Miscellaneous student seeking hands-on experience through an internship in process improvement.
  • Assist end-users with technical issues that are more complex.
  • Communicative and team-oriented, with HubSpot expertise.
  • Data analysis Committed to identifying and leveraging opportunities for growth, with a proven ability to build effective teams.
  • Live Support Staff Member with superior understanding and knowledge of Adobe Creative Suite and Tableau in a HubSpot environment.

Accomplishments

  • Introduced a new knowledge base system leading to a reduction in escalated tickets by 76%.
  • Achieved 55% KPI improvement in resolving technical issues through detailed root cause analysis and customer calls.
  • Analyzed and presented monthly performance data, enabling management to make informed decisions that led to a 78% increase in service efficiencies.
  • Provided live product recommendations that generated supplementary sales valued at $11 within 4 months, exceeding quarterly targets.
  • Received positive feedback from 74% of customers following live interactions, contributing to an overall increase in Net Promoter Score.
  • Improved team efficiency by designing a tiered support system, aligning issue complexity with assigned support personnel, reducing escalation rates by 35%.
  • Nominated for Innovation Award for outstanding service after handling an escalated issue that led to a 23% reversal in customer dissatisfaction.
  • Led a best practices initiative that trained the team and successfully reduced miscommunication errors by 30%, improving customer interactions across 14 customer touchpoints.
  • Proactively coached and mentored live support staff on performance improvement, achieving 33% increase in customer satisfaction scores.
  • 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

  • Regular attendee of the Customer Success Association, learning strategies to improve post-interaction follow-ups and engagement.
  • Member of the International Customer Management Institute (ICMI), attending webinars related to chat inflow reduction strategies.
  • Affiliate of the National Technical Support Network (NTSN), learning methods to decrease ticket resolution times through system optimizations.
  • Completed conflict resolution training through the National Customer Service Association (NCSA) to increase customer satisfaction in escalated cases.
  • Member of the IT Support Professional League, sharing insights into team communication's role in achieving higher customer satisfaction.
  • Member of National Association of Service Experts (NASE), enhancing multi-tasking capabilities in live support environments.
  • Involved with the Society for Customer Service Innovation, actively contributing to the development of rapid issue-resolution protocols.
  • Affiliated with the Help Desk Institute (HDI), obtaining certification in troubleshooting guide development and customer satisfaction improvement.
  • Completed advanced live support training hosted by the National Institute for Customer Care, focusing on multi-tasking and achieving high KPIs.
  • Participant in Certified Live Chat Professional program (CLCP) aimed at improving response techniques for real-time chat management.

Certifications

  • American Academy of Financial Management (AAFM)
  • Microsoft Office Specialist (MOS)
  • Zendesk Support Administrator Certification
  • CRM Specialist Certification - standard
  • Cisco Certified Network Associate (CCNA)
  • Certified Customer Communications Professional (CCCP)
  • ServSafe
  • Certified Public Accountant (CPA)
  • Association for Project Management (APM)
  • Salesforce Certified Service Cloud Consultant

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