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Skills

  • Project organization
  • Application support
  • Operational improvement
  • Data entry
  • Business operations
  • Customer support ticketing systems
  • Client-Focused Communication
  • Conflict resolution in customer interactions
  • Technical documents comprehension
  • Multi-channel Support Strategy

Work Experiences

  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Consistently exceeded KPIs for resolving technical issues within several months, reducing average case handling time by 28%.
  • Described metric solutions to customers to aid in problem resolution.
  • Kept track of running systems and entered commands to troubleshoot issues like category and process.
  • Achieved 79% satisfaction rate in post-support surveys.
  • Addressed cases expediently.
  • Used risk assessment and performance reporting to maintain servers and systems, ensuring that networks remained fully operational during peak periods.
  • Achieved Excellence Award for achieving top-tier performance metrics, enhancing brand reputation and generating repeat customers.
  • Conducted personalized product walkthroughs.
  • Achieved Employee of the Year for top-tier performance metrics.

Summaries

  • Permissions, filters, and file sharing are all skills she possesses.
  • As an accomplished Online Support Specialist, I use CRM platforms to track user feedback, facilitating product enhancements that directly improve customer adoption and satisfaction rates.
  • Online Support Specialist with a 9-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • Effectively troubleshoots and resolves issues on its own.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Achieved a 50% decrease in ticket backlog.
  • Addressed common customer inquiries.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Achieved above 50% KPIs for resolving technical issues.

Accomplishments

  • Triaged Level-1 and Level-2 issues for category products, improving service level agreement (SLA) adherence by 23% during the past year.
  • Lead remote troubleshooting sessions with clients globally, reducing software failure rates by 21% within several months.
  • Implemented real-time monitoring tools to assess support ticket load, decreasing response times and improving team efficiency by 51% %.
  • Collaborated with the quality assurance team to identify root causes of customer complaints, leading to product improvements for Microsoft Excel.
  • Documented and resolved system which led to program.
  • Resolved product issue through consumer testing.
  • Resolved 16 highly technical customer complaints per month, resulting in 40% % increase in customer retention.
  • Trained finance in escalation triage techniques, leading to a 75% reduction in misrouted escalations in 2016.
  • Trained 12 team members on sophisticated troubleshooting techniques, improving team-wide ticket resolution time by 79%.
  • Collaborated with the development team to identify recurring bugs, solving 17 issues per quarter before escalation.

Affiliations

  • Certified Technical Support Management Program Meridian
  • Google IT Support Professional Certificate Program
  • American Marketing Association
  • Society for Technical Communication (STC)
  • Help Desk Institute (HDI) Membership
  • American Society of Safety Professionals
  • American Medical Informatics Association
  • Certified Multi-Channel Customer Support Manager Program ITIL
  • Customer Support Leaders Community
  • LiveChat Customer Support Academy

Certifications

  • CompTIA Network+
  • Problem Solving Using Computational Thinking (PSUCT) – Power BI
  • Salesforce
  • Certified Technical Support Manager (CTSM) - Lakeside Partners
  • Customer Relationship Management (CRM) Software Certification process
  • CompTIA A+ Technician
  • Zendesk Support Administrator Certification 2016
  • Service Desk Analyst Certification - Northwind
  • Certified Software Support Specialist (CSSS) - Harbor & Co.
  • Project Management Professional (PMP)

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