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Skills

  • Team management
  • Supervision
  • Client Communication and Expectation Management
  • Requirements management
  • Regulatory compliance
  • Business operations
  • ITIL certification or best practices
  • KPI tracking and improvement analysis
  • Cross-departmental project leadership
  • Technical consulting

Work Experiences

  • Crafted tailored escalation processes for VIP clients.
  • Achieved a 52% increase in retention.
  • Assisted clients with technical troubleshooting and problem solving for installed equipment and systems.
  • Prepared cost estimates by studying customer documents and consulting with project managers.
  • Achieved a 31% uptime improvement.
  • Had an excellent attendance record and was always on time for work.
  • Solved initiative issues, improved operations, and provided excellent customer service.
  • Went to trade shows and seminars to promote my products and learn about new developments in the industry.
  • Boosted product adoption rate by 16% by refining support documentation and creating webinars for new feature rollouts.
  • Collaborated with the product development team to resolve escalated product issues, reducing bug resolution times by 41%.

Summaries

  • Achieved an average reduction in resolution times of 26% %.
  • Adept at integrating technological tools and enhancing team workflows to improve resolution times and customer satisfaction, increasing overall efficiency by 29%.
  • Collaborated effectively with R&D teams.
  • Achieved performance optimization.
  • Collaborative Product Support Manager.
  • Accelerated issue resolution by 57%.
  • Entrepreneurial Sales Engineer with excellent business acumen and proven history of driving technical sales and revenue growth. Friendly and outgoing with natural ability to build key relationships through communication, customer service, and negotiation skills. Successfully leads and motivates teams to execute business opportunities and close sales in fast-paced environments with tight deadlines.
  • Sales Engineer with exceptional consultative sales skills to assist customers in resolving technical issues.
  • Consistently improved product support processes.
  • Achieved a 18% decrease in unsolved incidents.

Accomplishments

  • Achieved a 42% decrease in average resolution time through continuous process improvement and weekly performance reviews.
  • Designed and delivered an advanced troubleshooting certification program, increasing team competency in Asana by 49%.
  • Successfully led the global roll-out of SAP, ensuring 100% technical support alignment across 6 regions.
  • Reduced product escalation rate by 56% by creating a strategic feedback loop with the engineering and product development teams.
  • Coached a team of 12 product support specialists, resulting in 21% improvement in team productivity and first-call resolution.
  • Delivered technical troubleshooting for new feature rollouts, reducing post-launch support tickets by 33% in 2020.
  • Implemented an advanced customer support knowledge base, reducing incoming inquiries by 60% in 2017.
  • Achieved a 35% reduction in downtime-related inquiries by curating and distributing preventative maintenance resources.
  • Designed and executed onboarding programs that accelerated new hire ramp-up time by 56% and reduced turnover rate by 31%.
  • Managed a team of 9 support specialists, overseeing a 69% reduction in ticket backlog for 2024.

Affiliations

  • CIO Executive Council – Member contributing to strategic planning of support processes affected by engineering development.
  • Society of Women Engineers
  • National Customer Service Association (NCSA) – Contributed to discussions on customer satisfaction measurement innovations.
  • American Medical Informatics Association
  • Certified Professional in Customer Success (CPCS) – Applied practical techniques to enhance user retention through support efforts.
  • Society of Human Resource Management
  • Customer Operations Performance Center (COPC) – Certification in optimizing support service delivery and management KPIs.
  • Certified in Six Sigma – Utilized process improvement methodologies to enhance support response times.
  • Association for Supply Chain Management (APICS)
  • Product Management Community – Collaborated with other professionals to align support metrics with product evolution.

Certifications

  • ITIL 4 Foundation Certification - Vantage
  • Certified Business Analysis Professional (CBAP)
  • Project Management Professional (PMP) - PMI
  • Certified ScrumMaster (CSM) – Scrum Alliance
  • Certified in Risk and Information Systems Control (CRISC) - ISACA
  • Certified Analytics Professional (CAP) - INFORMS
  • KCS v6 Practices Certification – Consortium for Service Innovation
  • Certified Quality Improvement Associate (CQIA) - ASQ
  • Microsoft Certified: Azure Fundamentals – Microsoft
  • Certified Support Manager (CSM) - Service Strategies

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