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Skills

  • Process improvement
  • Team leadership and supervision
  • Application installations
  • LAN aptitude
  • Developing customer support scripts
  • Customer service performance tracking
  • Cross-departmental collaboration
  • Project organization
  • Relationship development
  • Communications

Work Experiences

  • Addressed customer complaints and inquiries.
  • Collaborated closely with sales and engineering teams to identify recurring product issues and report back to improve QuickBooks.
  • Maintained computer systems on a daily basis to keep network processes running smoothly.
  • Addressed complex issues.
  • Assisted in redesigning user onboarding processes, resulting in a 22% increase in satisfaction for first-year users.
  • Achieved a 38% satisfaction rating.
  • Researched, documented, and escalated support cases to higher levels of support when I was unable to resolve issues using available resources.
  • Used HubSpot, QuickBooks, and ServiceNow to implement system security and data assurance software.
  • Achieved results across 7 quarters.
  • Repaired network hardware components such as firewalls, routers, and framework devices.

Summaries

  • Miscellaneous student seeking hands-on experience through an internship in data analysis.
  • Active leader with excellent communication and collaboration skills.
  • Expert in category with a strong aptitude for improved and implemented.
  • Quality assurance in system settings and quality assurance in process improvement settings.
  • Proven track record of motivating spearheaded to achieve team, individual, and management goals.
  • Exceptional at juggling multiple goals in order to maximize efficiency and influence positive outcomes.
  • Bringing a deep understanding of program operations as well as a resilient nature focused on identifying root causes and implementing long-term solutions.
  • Strong technical skills and experience in client relations.
  • Program Support Engineer with extensive experience in assisting users and troubleshooting issues.
  • Client relations Committed to identifying and leveraging opportunities for growth, with a proven ability to build effective teams.

Accomplishments

  • Executed and led product beta testing for Power BI, gathering actionable feedback that reduced post-launch issues by 31%.
  • Trained the support team in using Salesforce, decreasing the average ticket response time from 13 minutes to 10 minutes on a weekly basis.
  • Collaborated across departments to perform deep dives into recurring support issues, creating a feedback loop that reduced product bugs by 76% in several months.
  • Executed quality assurance audits on resolved tickets, improving documented procedures and reducing reopened issues by 37% within three years.
  • Co-developed a comprehensive FAQ and self-help resource portal with the product team, reducing ticket submissions by 55% over several months.
  • Identified and resolved technical issues for QuickBooks using Asana, minimizing downtime for customers and improving feedback scores by 44%.
  • Worked alongside the engineering and QA teams to understand software bugs on QuickBooks, leading to a reduction in bug replication time by 65%.
  • Provided Tier-2 technical support escalation for complex software errors involving Asana, resolving issues faster and preventing customer churn by 36%.
  • Designed custom troubleshooting guides for Microsoft Excel, decreasing time to resolution by 48% for category support staff.
  • Facilitated team training workshops on de-escalation and problem-solving, leading to a 47% reduction in escalations to the Tier-2 support team.

Affiliations

  • Linked with the Social Media Examiner community to stay updated on best practices for social media customer support.
  • Membership in the National Business Networking Group for Support Professionals, upgrading my knowledge on integration of sales and support strategies.
  • Member of the Customer Contact Week Digital network, staying updated on the latest industry feedback and innovations in support strategies.
  • Affiliate of the Workforce Development Council (WDC) focusing on cross-training and onboarding improvement initiatives.
  • Volunteer for the Remote Customer Support Network, assisting in free online help desk services for non-profit organizations.
  • Affiliated with the Society for Customer Assistance Professionals Europe (SCAPE), attending events focused on cross-cultural support improvements.
  • Member of the Digital Customer Experience Forum (2021), sharing key strategies for improving online user engagement and interaction.
  • Certified by the American Management Association (AMA) in effective customer communication skills for digital and phone-based support.
  • Certified in Multicultural Communication by Ironclad Systems, focusing on providing seamless international customer support.
  • Certified participant in the Support Driven Leadership program, focusing on efficient team management and customer escalation protocols.

Certifications

  • CompTIA Network+
  • Customer Success Management Certified Professional
  • Google Analytics Individual Qualification (GAIQ)
  • Project Management Professional (PMP)
  • Certified Technical Support Professional (CTSP)
  • American Academy of Financial Management (AAFM)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Customer Service Fundamentals (LinkedIn Learning)
  • HubSpot Service Hub Software Certification
  • HDI Support Center Analyst (HDI-SCA)

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