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Skills

  • Customer support needs assessment
  • Organization
  • Application installations
  • Security systems
  • Planning and coordination
  • Administrative support
  • Customer complaint resolution
  • Hardware Configuration
  • Conflict resolution techniques
  • Equipment repair

Work Experiences

  • Authored internal documentation and troubleshooting scripts that accelerated onboarding time for new hires by 32%, enhancing team productivity from the start.
  • Used specialized software to remove malware and viruses from laptops and desktop computers.
  • Achieved consistent adherence to SLAs of 61% or higher.
  • Advised customers and users on required maintenance practices for various software systems for OEM warranty requirements and industry best practices.
  • Examined the current hardware and software and suggested changes to improve system performance.
  • Actively gathered customer feedback to optimize support processes, driving down ticket re-open rates by 25% within two years.
  • Analyzed client satisfaction surveys.
  • Consistently responded to customer service emails within the standard window for optimal response.
  • Assisted in the successful rollout of standard, providing support for over 13 user queries within the first one year post-launch.
  • Aided in the refinement of the technical support process in order to improve customer service and support.

Summaries

  • Knowledgeable Senior Customer Support Analyst with expertise in marketing and program development.
  • Communicative and team-oriented, with Jira expertise.
  • Lean and PMP are her areas of expertise.
  • Talented framework Support Engineer with a track record of positively impacting project management through the application of abilities, drive, and technical skills.
  • Exceptional at juggling multiple goals in order to maximize efficiency and influence positive outcomes.
  • Risk assessment Committed to identifying and leveraging opportunities for growth, with a proven ability to build effective teams.
  • In a fast-paced environment, adept at both hardware and software troubleshooting.
  • CPA certified
  • Assist end-users with technical issues that are more complex.
  • Complicated concepts must be communicated in a clear and concise manner.

Accomplishments

  • Integrated Tableau into the support workflow, resulting in improved efficiency and a 44% decrease in system downtime.
  • Authored a company-wide playbook for advanced troubleshooting techniques, increasing system uptime for critical services by 50%.
  • Collaborated with IT to enhance system performance, cutting load times for customers by 33% and improving user experience.
  • Utilized predictive data analytics to anticipate and resolve potential system issues, lowering critical outages by 72% in 2017.
  • Standardized customer service success metrics across 17 teams, driving consistent quality performance and increasing satisfaction rates by 17%.
  • Collaborated closely with product teams to identify key customer pain points, effectively reducing complaints by 48% using proactive engagement techniques.
  • Partnered with sales and account management teams to drive client renewals, achieving 33% renewal success for key accounts in 2018.
  • Developed and implemented a customer feedback loop that decreased churn from 60% to 84% by refining services based on real-time user input.
  • Spearheaded the integration of metric, reducing downtime for HubSpot services by 29% and improving client satisfaction.
  • Automated key elements of the support process using Adobe Creative Suite, eliminating manual errors and cutting average response times by 3 hours.

Affiliations

  • Guest Speaker, IT Support Innovation Conference 2017, Denver
  • Member, Customer Support Operations Group of North America (CSOGNA) - 2024 to Present
  • Member, National Forum for Service Excellence (NFSE) - 2015 to Present
  • Certified Service Desk Manager, Axelos ITIL Certification - 2015
  • Founding Member, Customer Support Innovation Taskforce - 2021 to 2024
  • Certified Help Desk Analyst, CompTIA Support Specialist Exam - 2015
  • Active Attendee, Customer Success and Retention Summit - 2017, Denver
  • Mentor, Society of Women in Customer Support Leadership (SWCSL) - 2020 to Present
  • Graduate, Technical Customer Support Management Certification - 2024
  • Member, Association for Service Desk Professionals (ASDP) - 2019

Certifications

  • Google Certified Professional Cloud Architect
  • Customer Experience Leader Certification by process
  • CompTIA Network+
  • Project Management Professional (PMP)
  • Certified Problem and Incident Manager (CPIM) by Northwind
  • Google IT Support Professional Certificate by process
  • Certified CRM Professional by system
  • SAP Certified Application Associate
  • Cisco Certified Network Associate (CCNA)
  • Lean IT Foundation Certification by Lean IT Association

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