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Skills

  • Incident resolution for critical revenue streams
  • Coaching and mentoring distributed teams
  • Cross-cultural communication excellence
  • Global team leadership
  • Strategic planning
  • Annual revenue retention
  • Analytical problem solver
  • New business development
  • Post-launch issue management
  • Strategic account development

Work Experiences

  • Met sales and service targets of $11 by leveraging interpersonal communication skills and product knowledge to cultivate and secure new customer relationships.
  • Achieved a Employee of the Year for successfully leading a global support function through a high-pressure program without missing a single SLA.
  • Evaluated the individual and team performance of each location, analyzing data trends to determine the best methods for increasing sales.
  • Made recommendations to improve brand effectiveness and product benefits, which resulted in 14 long-term accounts being secured in 6 months.
  • Increased retail sales volume in my assigned territory by 8% through strategic budgeting and product promotion.
  • Established long-term business growth by building relationships with customers and the community.
  • Increased sales revenues to $5 for category services by utilizing effective negotiating skills.
  • Met with Senior Global Support Executives one-on-one to identify selling roadblocks and provided advice, including team leadership, on how to best address them.
  • Increased market penetration and sales figures by 4% by leveraging supplier relationships and personally overseeing negotiations.
  • Worked to resolve issues with high-profile customers in order to maintain relationships and increase the number of repeat customers.

Summaries

  • Detail-oriented and committed to creating efficient environments in which to provide excellent service.
  • Skilled in performance reporting and capable of streamlining daily activities to increase productivity and sales.
  • Successful Sales Manager with 16 years of experience in developing and increasing framework sales.
  • Senior Global Support Executive with 7 years of successful stakeholder engagement and workflow optimization experience.
  • Strict Senior Global Support Executive with framework supervisory experience of 13 years.
  • Expert in boosting revenue and sales while increasing productivity and customer satisfaction.
  • Achieved a 36% improvement in global support performance.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the standard business.
  • Collaborative global support leader dedicated to aligning team performance with company objectives, resulting in a 73% increase in overall efficiency.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.

Accomplishments

  • Analyzed customer ticket trends through initiative, identifying bottlenecks and delivering solutions that reduced repeat issues by 15% over 18 months.
  • Led efforts to revamp technical issue mitigation strategies, increasing successful first-time resolutions by 37%.
  • Implemented performance-driven KPIs for global support staff, resulting in monthly reportable improvements of 31%.
  • Resolved product issue through consumer testing.
  • Developed customer segmentation strategy for support request prioritization, decreasing response time for priority cases by 20%.
  • Integrated AI-driven tier 1 support solutions that resolved 57% of routine tickets automatically, reducing ticket volume by 2 per month.
  • Implemented automated follow-ups for unresolved tickets older than 6 months, reducing pending issue count by 52%.
  • Introduced new feedback tools that helped identify customer pain points and reduced negative reviews by 22% in several months.
  • Optimized ticket resolution prioritization through advanced integrations with category, resulting in an X-incident/hour reduction.
  • Increased global team performance by 43% through a structured training program focused on improving cross-cultural communication among teams in the Pacific Northwest.

Affiliations

  • International Association for the Management of Technology (IAMOT)
  • International Institute of Business Analysis (IIBA)
  • Toastmasters
  • Technical Support Management Association (TSMA)
  • Association of Information Technology Professionals
  • IT Service Management Forum (itSMF) USA/International
  • Association for Supply Chain Management (APICS)
  • International Association of IT Service Management (IAITSM)
  • Project Management Institute (PMI)
  • Society for Information Management (SIM)

Certifications

  • Human-Centered Customer Experience (CX) Developer 2019, Cedar Works
  • ITIL Foundation Certification
  • Salesforce
  • Project Management Professional (PMP) - Cedar Works
  • Certified ScrumMaster (CSM) from Scrum Alliance
  • Google Certified Professional Cloud Architect
  • Zendesk Support Administrator Certification
  • Customer Experience Management (CXM) by Beacon Labs
  • Customer and Technical Support Specialist (CTSS) Certification by ASTQB
  • Certified Leadership in Customer Support

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