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Skills

  • Product Bug Reporting and Follow-Up
  • Helpdesk Queue Management
  • Project organization
  • Collaboration with product development teams
  • Onboarding New Support Staff
  • Customer Pain Point Resolution
  • Customer feedback analysis
  • Root cause analysis
  • CSAT Improvement Strategies
  • Cross-functional collaboration

Work Experiences

  • Assessed current processes in order to devise improvement strategies.
  • Acquired certification in OSHA.
  • Achieved a 56% reduction in executive-level escalations.
  • Achieved consistent KPI improvements of 63%.
  • Solved category issues, improved operations, and provided excellent customer service.
  • Achieved a 63% drop in customer complaints.
  • Achieved Top Performer for maintaining an average CSAT score of 84%.
  • Restructured procedures in order to create and execute projects in collaboration with Senior Support Consultant.
  • Achieved a 18% ADR improvement.
  • Achieved category.

Summaries

  • Senior Support Consultant capable with a track record of improving Miscellaneous operations.
  • Addressing problems, investigating root causes, and implementing successful resolutions are all done in a well-coordinated manner.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Senior Support Consultant is a multi-talented Senior Support Consultant who is consistently rewarded for planning and operational improvements.
  • Collaborative Senior Support Consultant who partners with product development teams to address customer pain points, reducing complaints by 83% and enhancing product stability.
  • With 3 years of experience in Miscellaneous, I'm an experienced project manager and problem solver.
  • Advanced experience in deploying new helpdesk systems.
  • Achieved a 29% backlog reduction.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Conducted root cause analysis.

Accomplishments

  • Coordinated cross-functional efforts between support, engineering, and product teams to expedite the resolution of critical escalated issues.
  • Drove automation projects for support tasks, reducing manual processes by 20% and improving response efficiency.
  • Collaborated with the QA team on software rollout support, ensuring a smooth transition with a 29% reduction in post-release incidents.
  • Achieved OSHA in Salesforce, allowing for the faster implementation of support resolutions and reduction of issue escalations by 20%.
  • Documented and resolved initiative which led to program.
  • Successfully hired and trained a support team of 17, achieving 43% team growth and improving support coverage.
  • Created and maintained detailed support process documentation, which improved onboarding time for new hires by 33%.
  • Facilitated weekly support team meetings, resulting in a 48% improvement in key performance indicators (KPIs) over several months.
  • Spearheaded the revision of outdated support documentation, leading to better internal process adherence and a 42% improvement in team efficiency.
  • Analyzed customer feedback to identify common issues and provided actionable insights, leading to a reduction of open tickets by 31%.

Affiliations

  • Cloud Native Computing Foundation (CNCF)
  • Information Systems Security Association (ISSA)
  • Project Management Institute (PMI)
  • American Medical Informatics Association
  • Association of Information Technology Professionals
  • IT Service Management Forum (itSMF)
  • ITIL Certification Community
  • Lions Club
  • Technical Support Alliance Network (TSANet)
  • CompTIA Association of IT Professionals

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Public Accountant (CPA)
  • Cisco Certified Network Professional (CCNP)
  • Certified Agile Service Manager (CASM)
  • Certified Technical Support Engineer (CTSE)
  • Certified Business Analysis Professional (CBAP)
  • Google Certified Professional Cloud Architect
  • Lean Six Sigma Green Belt
  • Microsoft Certified: Power Platform Functional Consultant
  • CompTIA Security+

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