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Skills

  • International sales support
  • Customer-reported issue resolution
  • POS systems expert
  • Continuous Service Improvement
  • Data entry
  • Training development aptitude
  • Staff education and training
  • Key holder experience
  • Receiving support
  • Collaborative work in high-pressure environments

Work Experiences

  • Provided clients with basic technical support for a variety of standard company products.
  • Collaborated with vendors to plan more than 10 daily pickups and weekly deliveries.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Assisted and cross-trained other customer service managers.
  • Acquired 6 new customers, resulting in 9% revenue for the team.
  • Contributed to $5 in annual store sales per 18 months.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Entered customer interaction details into Jira to track requests, document problems, and record solutions offered.

Summaries

  • Dedicated to meeting and exceeding metric objectives through effective communication and framework abilities.
  • Adobe Creative Suite expert with 5 years of experience in related roles.
  • Asana expert with experience in quality assurance services.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Customer service specialist with over 12 years of experience resolving account and service issues for Miscellaneous clients.
  • Worker with a strong understanding of metric organization and initiative product issues.
  • Dedicated to exceeding expectations and leading the team to success.
  • Fluent in Portuguese. Personable and professional communicator.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • With extensive knowledge of quality assurance and proven multitasking abilities, I am well-versed in project and time management.

Accomplishments

  • Developed and administered a Microsoft Excel solution to monitor high-risk systems, reducing critical incidents by 40% within 6 months.
  • Established a real-time monitoring system that reduced incident response time by 41% and uncovered anomalous patterns contributing to recurring issues.
  • Enhanced collaboration tools to track and report recurring issues, fostering team communication and driving a 65% reduction in problem identification times.
  • Trained 6 junior analysts in RCA methodology, increasing the problem-solving throughput of the team by 32%.
  • Facilitated problem-solving workshops that brought cross-departmental teams together, enhancing incident resolution speed by 41%.
  • Managed a portfolio of 6 major incidents annually, ensuring all issues were resolved within agreed SLAs, boosting client satisfaction by 82%.
  • Optimized the critical problem documentation process, reducing errors by 49% and speeding up handover time by 9 minutes, improving overall workflow efficiency.
  • Formulated key metrics based on actionable intelligence to minimize repeated failures, decreasing recurring critical incidents by 31% over 18 months.
  • Designed and rolled out automation strategies for repetitive problem-solving processes, reducing manual intervention by 58% and saving 14 hours weekly.
  • Led a team in driving resolution of 9 critical incidents, ensuring consistent alignment with SLAs and boosting the credibility of the support system.

Affiliations

  • Service Delivery and Support Professional with SDI Membership
  • International Association of IT Asset Managers (IAITAM)
  • Certified Knowledge Manager (CKM) via Beacon Labs
  • ITIL 4 Problem Manager Certification Holder 2023
  • Society for Information Management (SIM) Affiliate
  • International Association of Administrative Professionals
  • Involvement in local Phoenix Cybersecurity Meetup Groups
  • National Association of Social Workers
  • Project Management Institute (PMI)
  • Certified in Problem Management from initiative

Certifications

  • Microsoft Certified: Azure Fundamentals
  • Lean IT Foundation Certification
  • HDI Problem Management Certification
  • First Aid/CPR Certified
  • Project Management Professional (PMP) - PMI
  • Certified in the Governance of Enterprise IT (CGEIT)
  • Certified Problem Manager (CPCM) Brightline
  • Six Sigma Green Belt Certification – Cedar Works
  • Lean IT Leadership Certification Meridian
  • Microsoft Certified Systems Engineer (MCSE)

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