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Skills

  • FAQ article creation
  • First Aid/CPR
  • Data-driven decision making
  • Churn reduction techniques
  • Customer Satisfaction Enhancement
  • Process improvement
  • Safety and compliance
  • Communications
  • Customer communication
  • Customer success strategy development

Work Experiences

  • Achieved a 39% reduction in response ticketing queue.
  • Assisted in implementing a new CRM system, streamlining operations and reducing response time to customer queries by 16%.
  • Analyzed monthly support data.
  • Conducted market research, evaluated opportunities, and gathered competitor information.
  • Met and consistently exceeded revenue quotas by promoting products and services during routine calls.
  • Collaborated with the technical team to set up a live chat solution, cutting down response times from 5 days to just 9 minutes.
  • Built long-term relationships with Jira users by providing knowledgeable support, achieving a 29% renewal rate in 2017.
  • Built long-term relationships with HubSpot users.
  • Developed and implemented a workplace safety incentive program that resulted in 9 years with no Workers' Compensation claims.
  • Interviewed, hired, and trained 13 staff members, ensuring that they were well-versed in company policies and procedures.

Summaries

  • Committed to the dogs' well-being and the owners' peace of mind.
  • Great phone skills and program talents have a proven track record of increasing productivity and customer satisfaction.
  • Very knowledgeable about Power BI, as well as system competitors and offerings.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Dedicated to meeting and exceeding method objectives through effective communication and category abilities.
  • Senior Assistant, Customer Support proactive with experience in providing support and resolving customer complaints.
  • Determined and experienced in establishing strong relationships with others, providing inventory support, and working on multiple projects at the same time.
  • In terms of following up on all details, I am dedicated, dependable, and systematic.
  • Hardworking Senior Assistant, Customer Support ready to contribute skills to a team-based environment focused on improving cross-functional collaboration operations performance.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.

Accomplishments

  • Championed a self-service portal revamp project that increased user engagement by 66% and reduced issue reporting by 68%.
  • Orchestrated real-time support enhancements that improved resolution rate for priority customer accounts by 76% within 10 months.
  • Initiated an internal audit of support processes, leading to a standard operating procedure update that decreased average handle time by 10 minutes.
  • Proactively handled product bug reports, collaborating closely with engineering to mitigate high-impact issues, resulting in a 76% reduction in critical issues.
  • Trained and mentored a support team that improved SLA (Service Level Agreement) compliance rates to 61% over the course of 17 months.
  • Collaborated with product management teams to design and launch Salesforce support training, ensuring a smooth roll-out in 17 key markets.
  • Created a retention framework that provided personalized outreach to customers approaching contract renewal, resulting in a 85% renewal rate.
  • Documented and resolved method which led to category.
  • Resolved escalated client issues efficiently, leading to a reduction in churn by 29% and earning Excellence Award recognition.
  • Designed a feedback loop based on customer surveys, resulting in a 67% increase in first-contact resolution for common technical issues.

Affiliations

  • User Experience Professionals Association (UXPA)
  • Society of Customer Service Professionals
  • Association for Computing Machinery
  • American Society of Safety Professionals
  • American Customer Satisfaction Index (ACSI)
  • International Association of Business Communicators (IABC)
  • National Association of Executive Assistants and Administrative Professionals (NAEAP)
  • Freemason
  • Net Promoter Network
  • Customer Support Analytics Network

Certifications

  • Google Analytics Individual Qualification (GAIQ)
  • Project Management Professional (PMP)
  • HubSpot Service Hub Software Certification
  • Service Strategies Certified Support Manager (CSM)
  • SHRM Certified Professional (SHRM-CP)
  • Zendesk Certified Administrator
  • Google Certified Professional Cloud Architect
  • Certified Customer Service Professional (CCSP) by Meridian
  • Frontline Customer Service Certification by Meridian
  • Certified Professional in Digital Customer Experience (PCX™) by Summit Group

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