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Skills

  • Live chat support
  • Escalation management
  • Handling difficult customers
  • Operational improvement
  • First-Contact Resolution
  • Relationship development
  • Data analysis for customer insights
  • Workforce management
  • Bookkeeping
  • Customer feedback analysis

Work Experiences

  • Consistently achieved 18% or higher in all customer satisfaction metrics by focusing on empathy and problem-solving.
  • Organized and prepared initiative reports for submission to Online Support Agents using category and metric data.
  • Coordinated with engineering teams.
  • Assisted in localizing support communications for markets in Seattle, increasing international customer engagement by 16%.
  • Tracked and recorded expenses and reconciled accounts to keep accurate, current, and compliant financial records.
  • Collaborated with the engineering team.
  • Created a solution-focused workflow in Zendesk, boosting Customer Happiness Scores by 10% over the course of 2017.
  • Collected and analyzed customer interaction data.
  • Contributed to the implementation of a chatbot on the website.
  • Collaborated with the quality assurance team to ensure consistent service quality across 6 support channels.

Summaries

  • Online Support Agent is a multi-talented Online Support Agent who is consistently rewarded for planning and operational improvements.
  • Hands-on professional with quality assurance and budget management abilities.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Thorough and dependable Office Worker with excellent administrative skills and a strong Miscellaneous background.
  • Adopted a proactive approach to resolving complex customer issues.
  • Accomplished Online Support Agent with 9 years of experience, adept at resolving daily customer inquiries and achieving a satisfaction rate of 38%.
  • Strong written and verbal communication skills, as well as proficiency in recordkeeping and metric writing, are all assets.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Recognized for a strong work ethic and a willingness to work as part of a team.
  • Strengths in vendor management and cross-functional collaboration backed up by Miscellaneous training.

Accomplishments

  • Resolved over 6 cases per day during peak sale periods, contributing to 9 in additional revenue through swift issue resolution.
  • Worked cross-functionally with product teams to directly incorporate user feedback and reduce support tickets by 50% for a key product line.
  • Monitored and responded to social media queries on Workday, achieving a 74% boost in response time and improving brand engagement.
  • Managed difficult customer interactions effectively, reducing churn rate by 46% and boosting retention in 2017.
  • Handled over 15 tech support inquiries daily, consistently meeting or exceeding team KPIs, including resolution time and satisfaction scores.
  • Created training documentation for onboarding new agents, which led to reducing the new-hire onboarding time by 4 days.
  • Improved customer support FAQ usage by 69% after curating and updating relevant content in the CRM platform.
  • Worked through social media platforms to deliver live customer resolution support, doubling engagement on QuickBooks.
  • Streamlined customer service response templates, reducing first-response time by 72% and improving ticket resolution metrics.
  • Led the move to a new support platform, increasing ticket handling efficiency by 31% and cutting service response times by 13 minutes.

Affiliations

  • International Council of Nurses
  • Tech Support Industry Association – Presented at the Boston conference on user churn reduction strategies.
  • Lions Club
  • American Society of Safety Professionals
  • Certified Online Customer Service Professionals (COCSP) – Attained specialization in 2023 on CRM tools and methodologies.
  • Institute for Benchmarking Customer Satisfaction (IBCS) – Participated in a program to drive more efficient service escalation.
  • Customer Contact Strategies (CSS) – Participated in workshops focused on escalation process improvements.
  • Customer Service Institute of America – Certified Customer Service Professional
  • Consumer Protection and Support Association – Member since 2018, collaborated on guidelines for handling sensitive customer data.
  • Tech Support Roundtable – Attendance in regular think-tank sessions for optimizing tech support processes.

Certifications

  • First Aid/CPR Certified
  • Certified Social Media Customer Service Specialist (CSMCS)
  • Basic Troubleshooting Techniques Certification - Tableau
  • SHRM Senior Certified Professional (SHRM-SCP)
  • CompTIA Network+
  • Certified Service Level Agreement (SLA) Specialist
  • Certified eCommerce Support Specialist (CESS)
  • LinkedIn Learning Certificate: Customer Service Foundations
  • Certified Upselling and Cross-Selling Tactics Expert
  • Certified Help Desk Professional (CHDP)

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