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Skills

  • Documentation process improvement
  • POS systems expert
  • Report preparation
  • Customer satisfaction improvement
  • Training development aptitude
  • Receiving support
  • CRM
  • Professional telephone demeanor
  • Agent training and mentoring
  • Key stakeholder relationship building

Work Experiences

  • Was quick to respond to potential customers' questions and requests.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Acquired 2 new customers, resulting in 15% revenue for the team.
  • Handled over 10 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Customer service training processes were implemented and developed by me.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Increased the team's revenue by over $15 in sales.
  • Provided primary customer support to internal and external customers in a fast-paced environment.

Summaries

  • Product Support Agent is a multi-talented Product Support Agent who is consistently rewarded for planning and operational improvements.
  • Achieved success in providing unsurpassed customer service.
  • Dedicated to meeting and exceeding metric objectives through effective communication and initiative abilities.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the process business.
  • Competent Product Support Agent with a desire to exceed sales targets and establish long-term customer relationships.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Customer Service Representative with 2 years of retail experience in fast-paced, team-oriented environments.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to program regulations and procedure department guidelines.
  • Fluent in Portuguese. Personable and professional communicator.
  • Very knowledgeable about Jira, as well as system competitors and offerings.

Accomplishments

  • Led a cross-functional initiative that categorized customer pain points, decreasing inbound inquiries for recurring issues by 30%.
  • Leveraged process to analyze customer feedback, implementing changes that reduced recurring issues with ServiceNow by 57%.
  • Improved overall service quality by eliminating redundant manual processes through system, increasing case processing speeds by 64%.
  • Reduced customer complaints regarding system by 58% after conducting detailed issue analysis and feedback loops with stakeholders.
  • Documented and resolved metric which led to category.
  • Resolved over 13 complex technical support cases related to HubSpot with a 44% lower escalation rate to higher-tiered support.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Collaborated with the Quality Assurance team to address systemic product flaws, resolving issues pre-launch and reducing post-launch support tickets by 33%.
  • Collaborated with the product development team by sharing recurring technical issues, which led to 6 product updates benefiting SAP users.
  • Acted as the SME for QuickBooks support team, offering real-time problem-solving which decreased average ticket resolution time by 11 minutes.

Affiliations

  • International Professional Support Services Forum (IPSSF)
  • Customer Intelligence and Insights Association (CIAIA)
  • National Customer Service Association (NCSA)
  • American Society of Safety Professionals
  • Toastmasters
  • Association for Computing Machinery
  • Association of Product Support Consultants (APSC)
  • American Medical Informatics Association
  • Freemason
  • Product Management and Support Professionals Alliance (PMSPA)

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Product Specialist - Power BI
  • Certified Customer Success Manager (CCSM) - 2023
  • Microsoft Certified: Power Platform Functional Consultant Associate
  • Apple Certified Associate (ACA)
  • Bug Reporting and Tracking Tools Certification - Salesforce
  • CompTIA Security+
  • First Aid/CPR Certified
  • Certified CRM Professional (CCRM) - QuickBooks
  • Google Certified Professional Cloud Architect

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