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Skills

  • Problem resolution
  • Escalation process streamlining
  • File and records management
  • Process improvement
  • Customer Satisfaction Enhancement
  • Customer communication
  • Customer retention initiative leadership
  • Customer advocacy growth
  • Emergency and preventive care
  • Customer feedback analysis

Work Experiences

  • Assisted in creating flexible support schedules using workforce management tools, increasing support hours without increasing operational costs by $2.
  • Actively supported the development of a new virtual training program, reducing employee training times by 55% and increasing support staff scalability.
  • Increased sales by gaining product knowledge and offering customers product solutions.
  • Achieved a 25% resolution rate for technical inquiries.
  • Advanced to keyholder and assistant manager-in-charge in the absence of the manager.
  • Built long-term relationships with Jira users by providing knowledgeable support, achieving a 29% renewal rate in 2017.
  • Achieved a 39% reduction in response ticketing queue.
  • Interviewed, hired, and trained 13 staff members, ensuring that they were well-versed in company policies and procedures.
  • Assisted in scaling customer support.
  • Was in charge of the office's operations and paperwork.

Summaries

  • Expert at providing relevant information and options for resolving problems effectively.
  • ServiceNow expert with 2 years of experience in related roles.
  • Motivated to keep customers happy and contribute to the company's success.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 6 years.
  • Bring extensive high-call volume experience working with initiative consumers spanning 13 years.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to program regulations and procedure department guidelines.
  • Determined and experienced in establishing strong relationships with others, providing inventory support, and working on multiple projects at the same time.
  • Committed to the dogs' well-being and the owners' peace of mind.
  • Dedicated to gaining a thorough understanding of the company's products and services in order to provide the best possible customer service.
  • Hardworking Senior Assistant, Customer Support ready to contribute skills to a team-based environment focused on improving cross-functional collaboration operations performance.

Accomplishments

  • Managed escalations and complex user issues, reducing high-priority case resolution times by 10 hours.
  • Achieved a 56% customer renewal rate by consistently delivering personalized support and building long-lasting client relationships.
  • Designed a feedback loop based on customer surveys, resulting in a 67% increase in first-contact resolution for common technical issues.
  • Collaborated with product management teams to design and launch Salesforce support training, ensuring a smooth roll-out in 17 key markets.
  • Utilized customer feedback loops to identify areas of improvement, leading to the implementation of new processes that reduced complaints by 64%.
  • Created a retention framework that provided personalized outreach to customers approaching contract renewal, resulting in a 85% renewal rate.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Automated ticket routing processes using system, cutting down query resolution time by 69% and improving team performance.
  • Provided personalized product support to high-value customers, contributing to a 66% retention rate, far above industry benchmarks.
  • Identified and implemented new workflows, reducing average customer wait times by 50%, significantly improving the overall customer experience.

Affiliations

  • Association of Information Technology Professionals
  • Customer Experience Professionals Association (CXPA)
  • Customer Success Association
  • Association of Support Professionals (ASP)
  • International Association of Business Communicators (IABC)
  • Society of Women Engineers
  • Association of Professional Customer Support Professionals
  • Women in Customer Service Support Network
  • Association for Computing Machinery
  • International Association of Administrative Professionals

Certifications

  • Customer Satisfaction Management Certification
  • ServSafe
  • Certified Help Desk Manager (HDM) - Brightline
  • ITIL Foundation Certification in IT Service Management
  • Google Analytics Individual Qualification (GAIQ)
  • Cisco Certified Network Associate (CCNA)
  • Professional Scrum Master™ I (PSM I) by Scrum.org
  • Cisco Certified Internetwork Expert (CCIE)
  • Salesforce
  • Microsoft Dynamics 365 Fundamentals (CRM) Certification

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