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Skills

  • Merchandising expertise
  • Time management
  • MS Office
  • Business operations
  • Product restocking
  • Collaborating with development teams
  • Incident tracking software (e.g., method)
  • Metric equipment
  • Communications
  • Relationship development

Work Experiences

  • Delegated tasks during peak periods.
  • Contributed to a 15% improvement in service efficiency.
  • Looked at the shelves in the category department to see what needed to be replenished or reordered.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Collaborated with cross-functional teams to escalate major incidents, resulting in reducing downtime for clients by $2 over 6 months.
  • Aided customers by quickly locating items, resulting in a 10% increase in store satisfaction.
  • Coordinated with sales and marketing teams.
  • Consistently maintained high levels of client satisfaction.
  • Increased store revenue by 18% by persuading customers to buy system items.
  • Went through the grocery store and removed any items that were outdated or overripe.

Summaries

  • Lifts 10 pounds while operating system and process equipment, relying on strong safety and equipment knowledge.
  • A results-oriented Product Support Associate dedicated to client success, recognized for resolving over 13% of support tickets on first contact and driving down escalation cases by 51%.
  • Collaborative Product Support Associate who ensures seamless escalation paths for critical incidents, driving a 79% decrease in disruption cases and improving platform stability.
  • Dedicated Product Support Associate with a strong work ethic and experience managing process improvement and workflow optimization in high-pressure situations.
  • Awarded Top Performer in 2015.
  • Contributed to an improved user experience.
  • Within Miscellaneous, senior Product Support Associate and outstanding performer in team leadership and process improvement.
  • Individual with a strong desire to work hard and a lot of energy.
  • Individual with enthusiasm who has stocked shelves for a variety of organizations.
  • Award-winning Product Support Associate, recognized for maintaining the highest satisfaction score of 56% stars, while managing over 18 support tickets weekly.

Accomplishments

  • Conducted post-incident analyses for complex support cases, providing insights that contributed to the remediation of Workday performance issues in three years.
  • Led the initiative for automated failure alerts using method, resulting in a 32% decrease in downtime for real-time systems.
  • Contributed to product success by testing and reviewing Salesforce pre-release, resulting in 57% fewer customer-reported bugs.
  • Resolved product issue through consumer testing.
  • Collaborated with finance to develop detailed troubleshooting guides, reducing incoming support tickets related to metric by 56%.
  • Identified recurring technical issues and presented strategic solutions to the product team that decreased support interactions by 49%, leading to smoother product lifecycle management.
  • Reduced product downtime by collaborating with system engineers for proactive patching of vulnerabilities, improving stability by 19%.
  • Created comprehensive workflows and real-time solutions utilized by the support team, significantly reducing average issue resolution time by the past year.
  • Successfully secured revenue growth of $5 through upselling and upselling associated with resolved customer concerns, elevating overall customer satisfaction.
  • Trained 15 new team members on using framework, achieving a 62% faster adoption rate across the support team.

Affiliations

  • National Association of Customer Service Representatives
  • American Marketing Association
  • Association for Computing Machinery
  • Freemason
  • Certified Technical Trainer (CTT+) Membership – 2022
  • Association for Support Professionals (ASP)
  • Certified Support Center Analyst (HDI) Certification – 2019
  • American Medical Informatics Association
  • International Council of Nurses
  • Customer Support Professionals Network (CSPN)

Certifications

  • Google Certified Professional Cloud Architect
  • Cisco Certified Network Associate (CCNA)
  • Microsoft Certified: Azure Fundamentals
  • Certified Product Support & Operations Manager (CPSOM)
  • ITIL 4 Foundation Certification
  • Certified IT Asset Manager (CITAM)
  • Certified ScrumMaster (CSM)
  • Product Support and Implementation Certification
  • CompTIA A+ Technician
  • Certified Information Technology Service Professional (CITSP)

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