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Skills

  • Operational improvement
  • Creative merchandising
  • Customer feedback management
  • MS Office
  • Sales and marketing
  • Client expectation management
  • Negotiation
  • Strategic planning
  • Team building
  • Data-driven decision making

Work Experiences

  • Used forecasting to figure out what changes needed to be made in the supply chain.
  • Achieved and maintained a customer first-time resolution (FTR) rate of 20% within 5 months through strategic team realignments and advanced troubleshooting protocols.
  • Oversaw quality programs aimed at reducing late compliance activities.
  • Reduced workflow inconsistencies by recruiting and hiring capable employees.
  • Achieved 64% satisfaction rating in 2022.
  • Shared best practices with on-site and external personnel to align efforts and goals.
  • Looked at current operations and market trends to see where improvements could be made and where opportunities could be capitalized on.
  • Devised, implemented, and tracked processes to improve long-term business success and profit margins by 16%.
  • Led the company to a successful product launch and growth by developing an initial product roadmap and go-to-market strategy.
  • Planned marketing initiatives and tapped into my referral network to promote business development.

Summaries

  • Develop strategic business partnerships and relationships.
  • Results-oriented, goal-oriented, and looking to apply my experience to the role of Product Support Supervisor.
  • Dedicated to providing high-quality services and products.
  • Mentoring and challenging team members to meet and exceed company goals is something I'm passionate about.
  • Optimize long-term success by effectively balancing targets with resources.
  • Expertise in technology and product development.
  • Focused on ensuring smooth financial, personnel, and operational operations.
  • Product Support Supervisor is a multi-talented Product Support Supervisor who is consistently rewarded for planning and operational improvements.
  • Leader with an organized nature and an analytical problem-solving approach who is goal-oriented and enterprising.
  • Demonstrated ability to develop and manage exceptional teams in order to meet and exceed challenging goals.

Accomplishments

  • Partnered with product teams to identify root causes of common technical problems, reducing escalations by 72% over 18 months.
  • Assumed ownership of high-priority cases, reducing bounce rate and increasing top-tier client satisfaction by 42%.
  • Advanced internal bug prioritization processes, decreasing time-to-resolution for critical defects by 45%.
  • Designed and introduced an automated report generation system, providing senior management with real-time insights into support team performance metrics.
  • Led weekly debriefing sessions on high-priority support issues, reducing recurring ticket counts by 43% through collaborative problem-solving.
  • Coordinated with cross-departmental leads for product enhancements, reducing negative customer support feedback by 18%.
  • Implemented a new onboarding program for new hires that reduced time to competence by 6 days and increased retention by 46%.
  • Conducted post-resolution audits for 2 high-impact cases, identifying recurring issues and spearheading solutions that reduced cases by 27%.
  • Delivered support to SAP, ensuring 53% satisfaction rate while reducing first-contact resolution time by 9%.
  • Collaborated with IT and engineering teams to design a bugs and issues tracking mechanism, resulting in 73% faster identification and resolution of major bugs.

Affiliations

  • Service Quality Division (American Society for Quality)
  • Association of Support Professionals (ASP)
  • American Medical Informatics Association
  • Society of Human Resource Management
  • International Customer Management Institute (ICMI)
  • Association of Information Technology Professionals
  • International Council of Nurses
  • Product Lifecycle Supporters Network (PLSN)
  • Professional Association for Support Leadership Innovators
  • Lions Club

Certifications

  • Customer Service Excellence Certification (CSEC) by Brightline 2023
  • Cisco Certified Network Associate (CCNA)
  • ServSafe
  • Project Management Professional (PMP)
  • CompTIA Project+ Certification - 2016
  • Salesforce
  • Certified Lead Software Tester (CLST) 2023
  • CSM (Certified ScrumMaster) by Scrum Alliance 2017
  • Certified DevOps Professional (CDP) Harbor & Co. 2022
  • Certified Support Operations Professional (CSOP) Lakeside Partners 2020

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