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Skills

  • Project organization
  • Quality control analysis
  • Customer retention strategies
  • Experience with program
  • Organization
  • Advanced troubleshooting of ServiceNow
  • Business operations
  • Automation of service workflows
  • Customer service escalation handling
  • First Aid/CPR

Work Experiences

  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Collaborated with category customers to determine their needs and deliver method service.
  • Achieved results over three years.
  • Assessed incoming service demands and restructured team workflows, resulting in an increase in service fulfillment by 63% with no additional resources.
  • Achieved a 30% reduction in response time.
  • Achieved zero service disruptions.
  • Achieved a 64% compliance rate during 2023 audit inspections.
  • Installed electrical wiring to connect controls and equipment, following wiring diagrams to the letter.
  • Achieved a 62% drop in post-deployment support tickets.
  • Achieved a 60% drop in common user errors.

Summaries

  • Achieved a 39% improvement in customer retention.
  • Within Miscellaneous, senior Senior Service Specialist and outstanding performer in vendor management and risk assessment.
  • Senior Service Specialist is a multi-talented Senior Service Specialist who is consistently rewarded for planning and operational improvements.
  • Client-focused Senior Service Specialist with a passion for technical diagnostic resolutions, consistently delivering 50% first-contact resolution for high-touch clients.
  • Addressed usability challenges.
  • Achieved 85% higher fulfillment rates.
  • Strengths in workflow optimization and budget management backed up by Miscellaneous training.
  • Achieved a 46% first-response success rate.
  • Accomplished Senior Service Specialist.
  • Achieved a 79% improvement in support ticket resolution.

Accomplishments

  • Developed escalation protocols for high-urgency issues, leading to an 14 in cost savings due to decreased downtimes.
  • Partnered with business development teams to craft customized service offerings, resulting in 14 in new revenue and exceeding quarterly targets by 16%.
  • Developed a client-facing technical support handbook, increasing knowledge retention and reducing onboarding errors by 61% in the first 4 months.
  • Designed and implemented email escalation triage system, reducing average response time from 15 hours to 18 hours.
  • Streamlined technical onboarding for 6 new clients, reducing time-to-support by 55% and improving the customer satisfaction rating by 70%.
  • Developed automation scripts that reduced manual error-checking processes, cutting training time for new hires by 38%.
  • Developed customer onboarding programs that exceeded clients' desired outcomes, helping the team secure 67% of contract renewals.
  • Improved remote support efficiency through process reengineering, achieving a 30% drop in customer incident resolution times.
  • Managed customer satisfaction surveys and integrated findings into the continuous improvement program, resulting in an overall 59% uptick in NPS.
  • Established dashboard monitoring for real-time client service issues, reducing response times on critical incidents by 83%.

Affiliations

  • Society of Women Engineers
  • Participant, High-Impact Service Negotiations Training, 2023
  • Accredited Member, Senior Service Specialist Certification Program
  • American Medical Informatics Association
  • Certified Service Leadership Professional by program
  • American Society of Safety Professionals
  • Project Management Institute
  • Participant, Global Customer Service Management Conference, 2018
  • Toastmasters
  • Team Leader, Service Strategy Implementation Group, Seattle

Certifications

  • Certified Technology Specialist (CTS) by Harbor & Co.
  • SHRM Certified Professional (SHRM-CP)
  • Certified IT Service Management (CITSM) from Meridian
  • Amazon Web Services (AWS) Certified Solutions Architect – Associate
  • CompTIA Security+
  • Postgraduate Diploma in Customer Relationship Management from program
  • Microsoft Certified: Azure Fundamentals
  • Salesforce
  • Certified in the Governance of Enterprise IT (CGEIT)
  • Customer Service Excellence Certification from Meridian

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