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Skills

  • Project management
  • Risk management processes and analysis
  • Interpersonal and written communication
  • Data entry
  • Project organization
  • Product testing
  • Staff education and training
  • Report writing
  • Team management
  • Pricing tool development

Work Experiences

  • Examined departmental documents to determine how they should be distributed and filed.
  • Achieved President's Club for response times.
  • Achieved a 39% increased first-contact resolution rate.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.
  • Double-checked the data's accuracy and integrity.
  • Addressed escalated issues.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Was able to effectively respond to customer requests via phone and email, as well as answer questions and inquiries.
  • Worked closely with Asana and Workday users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.

Summaries

  • Promotes quality assurance and vendor management skills that are dynamic.
  • Excellent workflow optimization and performance reporting knowledge.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Customer-focused Sales Representative with 6 years of experience solving problems for clients.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • A dedicated and solution-focused Product Support Specialist with a track record of improving overall support speed by 81% through automation and streamlined workflows.
  • Asana expert and Workday user.
  • Achieved a 39% reduction in high-priority escalations.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Motivated Product Support Specialist with experience managing large-scale projects, including budgeting and administration.

Accomplishments

  • Delivered API integration support to key clients, resulting in method, and improved the overall client retention rate by 68%.
  • Created detailed troubleshooting guides for Jira, empowering customers to self-resolve issues and reducing inbound support tickets by 23%.
  • Expertly managed critical product incidents, effectively communicating with stakeholders and minimizing downtime to less than 6 hours.
  • Assisted in product user acceptance testing (UAT) for new features, ensuring seamless product rollouts and reducing client impact to 64%.
  • Managed escalated support cases from VIP clients, achieving a 68% customer satisfaction rate through timely and effective solutions.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Documented and resolved system which led to standard.
  • Led an initiative to improve the onboarding experience for new customers, contributing to a retention increase of 85% over 18 months.
  • Provided detailed reporting to management on recurring customer issues, leading to a root-cause analysis that cut ticket volume by 50%.
  • Provided high-level troubleshooting for API integrations, resulting in seamless implementations and retaining key accounts valued at 15 annually.

Affiliations

  • American Marketing Association
  • Society of Women Engineers
  • Association for Support Professionals (ASP)
  • IEEE Computer Society - Software and Systems Engineering Standards Committee
  • Association of Product Automation Specialists (APAS)
  • Toastmasters
  • International Council of Nurses
  • Professional Association for Customer Engagement (PACE)
  • Society for Service Excellence (SSE)
  • Association for Computing Machinery

Certifications

  • ITIL Foundation Certification
  • CompTIA Security+
  • CompTIA A+ Certification
  • Microsoft Certified: Azure Fundamentals
  • Cisco Certified Internetwork Expert (CCIE)
  • First Aid/CPR Certified
  • CompTIA Network+
  • Certified Support Center Analyst (CSCA) - HDI
  • Certified Jira Service Desk Administrator
  • Certified Technical Support Specialist (CTSP) - Summit Group

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