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Skills

  • Project organization
  • Customer relationship management (CRM) expertise
  • Supervision
  • Communications
  • Parts ordering and management
  • Live chat support software experience
  • Business Development
  • Escalation reduction techniques
  • Marketing promotions
  • Regulatory compliance

Work Experiences

  • Assisted in the design of new support workflows.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Achieved a 7% rate of issue resolution.
  • Achieved results over two years.
  • Achieved improvement over one year.
  • Addressed 10+ customer inquiries.
  • Collaborated closely with engineers to replicate and resolve complex issues, reducing resolution time for escalated tickets by three years.
  • Achieved a 78% boost in customer satisfaction.
  • Actively participated in product quality improvements.
  • Authored 5 articles and step-by-step guides.

Summaries

  • Adept at tracking and analyzing ticket trends.
  • Analyzed ticket patterns to uncover product issues.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Automated triage and prioritization processes.
  • Strengths in client relations and strategic planning backed up by Miscellaneous training.
  • Adept at delivering training to new hires.
  • Automated triage and prioritization processes to better manage case loads, ensuring responses to urgent issues within one year and drastically improving team efficiency.
  • Spirited Miscellaneous professional skilled at forming positive customer relationships, upselling products, and cultivating a loyal clientele.
  • Adept at customer behavior analysis and feedback-driven process improvement, contributing insights that decreased product errors by 46% through targeted training modules.
  • Collaborated with engineering teams to resolve framework, directly contributing to the stabilization of critical product elements and reducing key metrics like downtime by 22%.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Detected and resolved 16 undetected system errors, contributing to a 16% decrease in customer complaints across the past year.
  • Assisted in the successful deployment of Adobe Creative Suite by resolving 16% of launch-related issues within 15 days.
  • Facilitated product feature feedback sessions with key accounts, helping prioritize 3 new features for future releases.
  • Addressed customer technical issues across multiple platforms, achieving a 27% increase in customer retention over the past year.
  • Maximized efficiency in the support pipeline by implementing automated workflows, reducing ticket resolution time by 29% over two years.
  • Collaborated with team of 12 in the development of system.
  • Monitored system performance, real-time, to identify potential issues before customers were affected, reducing average downtime by 56%.
  • Effectively managed high-volume queues, maintaining an average first response time of 11 minutes and addressing 22% of issues without escalation.
  • Lead quality assurance on Tableau updates, reducing post-launch bug reports by 18% and enhancing customer satisfaction.

Affiliations

  • Help Desk Institute (HDI)
  • Association for Support Professionals (ASP)
  • Lions Club
  • Society for Customer and Service Management Excellence
  • Freemason
  • Institute of Customer Service (ICS)
  • Project Management Institute
  • IEEE Computer Society – Technical and Product Support Division
  • Technology Services Industry Association (TSIA)
  • Association for Technical Support Analysts (ATSA)

Certifications

  • Certified Professional in Customer Relations (CPCR) - 2017
  • Certified Public Accountant (CPA)
  • Certified Digital Product Manager (CDPM)
  • Advanced Product Support Certification - Meridian
  • CXA Certified Customer Experience Professional - 2015
  • Certified Product Support Specialist (CPSS)
  • Zendesk Support Administrator Certification 2020
  • First Aid/CPR Certified
  • Amazon Web Services (AWS) Certified Cloud Practitioner 2016
  • CompTIA A+ Certification | 2021

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