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Skills

  • Relationship development
  • First Aid/CPR
  • Organization
  • Customer relationship management (CRM) tools
  • Technical troubleshooting
  • Workforce management
  • Time management
  • Team management
  • Scheduling
  • Data entry

Work Experiences

  • Consistently achieved 18% or higher in all customer satisfaction metrics by focusing on empathy and problem-solving.
  • Consistently achieved 18% or higher in customer satisfaction metrics.
  • Created a solution-focused workflow in Zendesk.
  • Boosted Customer Happiness Scores by 8%.
  • Automated repetitive tasks using Power BI, improving agent productivity by 61% and enabling faster issue resolution.
  • Distributed administrative tasks strategically among metric employees and provided guidance to help them perform better.
  • Organized physical files and digitized records so that authorized team members could update and retrieve them quickly.
  • Collaborated with global teams.
  • Organized and prepared initiative reports for submission to Online Support Agents using category and metric data.
  • Evaluated system and method data in order to provide customers with appropriate answers to framework questions.

Summaries

  • Online Support Agent with 14 years of successful cross-functional collaboration and client relations experience.
  • Achieved a satisfaction rate of 69%.
  • Accomplished Online Support Agent with 9 years of experience, adept at resolving daily customer inquiries and achieving a satisfaction rate of 38%.
  • Accelerated onboarding time by 44%.
  • Adept at addressing global customer needs, with successful support localization boosting international customer engagement by 34%.
  • Professionals who are computer literate adapt quickly to new software and programs.
  • Analyzed customer pain points.
  • Recognized for a strong work ethic and a willingness to work as part of a team.
  • Individual with process improvement who is active and well-educated.
  • Costs were consistently reduced while profits were increased.

Accomplishments

  • Contributed to reducing support ticket volumes by 84% through the successful automation of repetitive inquiries using Workday.
  • Collaborated with team of 6 in the development of framework.
  • Reduced support escalations by 43% after creating and maintaining a ticket prioritization workflow based on urgency.
  • Facilitated multilingual support for over 15 customers per day, improving the global customer satisfaction score by 59% in Austin.
  • Partnered with the marketing team to increase customer interaction focus, achieving an increase in engagement by 37% on framework.
  • Developed a knowledge base that decreased repetitive inquiries by 77% and provided accurate self-help materials to users.
  • Resolved over 6 cases per day during peak sale periods, contributing to 9 in additional revenue through swift issue resolution.
  • Collaborated with finance and legal departments to implement a more transparent billing system, reducing customer disputes by 11.
  • Resolved product issue through consumer testing.
  • Improved customer support FAQ usage by 69% after curating and updating relevant content in the CRM platform.

Affiliations

  • Association of Business Process Management Professionals International (ABPMP) – Training in business support escalation models.
  • American Marketing Association
  • Toastmasters
  • Help Desk Professionals Association (HDPA) – Focused contributions to enhancing real-time chat support.
  • Society of Human Resource Management
  • Lions Club
  • Association of Information Technology Professionals
  • Call Center Network Group (CCNG) – Joined in 2019, collaborated on customer satisfaction initiatives.
  • Project Management Institute
  • International Association of Contract and Commercial Management (IACCM) – Training in managing customer subscription and billing inquiries.

Certifications

  • CompTIA A+ Technician
  • Google Certified Professional Cloud Architect
  • Microsoft Azure Fundamentals Certification 2023 - Customer Service Integration
  • Salesforce Certified Service Cloud Consultant
  • Custom CRM System Support Expert - Asana Certification
  • Zendesk Support Administrator Certification
  • Apple Certified Associate (ACA)
  • Six Sigma Yellow Belt Certification in Process Improvement
  • Certified Customer Service Professional (CCSP) - Ironclad Systems
  • Customer Experience (CX) Professional Certification

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