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Skills

Budgets
Escalation De-escalation Techniques
Regulatory compliance
Team building
Knowledge base management
Customer service
Customer Relationship Management (CRM) System Implementation
Support Strategy Development
Organization
KPI monitoring and optimization

Work Experiences

Restructured procedures in order to create and execute projects in collaboration with Senior Support Consultant.
Championed a major overhaul to the online ticket submission portal.
Achieved Top Performer for maintaining an average CSAT score of 84%.
Investigated and conducted research in data analysis, project management, and client relations.
Addressed billing errors.
Achieved a 49% reduction in support tickets.
Acquired certification in Lean, allowing for advanced, industry-leading solutions and reducing case escalations by 36%.
Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
Achieved consistent KPI improvements of 63%.
Achieved a 68% upsell success rate.

Summaries

Accomplished Senior Support Consultant.
Costs were consistently reduced while profits were increased.
Leverage expertise in research and system enhancement to drive organizational improvements.
Achieved a 78% increase in customer satisfaction.
Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
Boosted first-contact resolution rates by 67%.
Conducted root cause analysis.
Dedicated to improving cost, process, and resource efficiency.
Collaborative Senior Support Consultant who partners with product development teams to address customer pain points, reducing complaints by 83% and enhancing product stability.
Senior Support Consultant capable with a track record of improving Miscellaneous operations.

Accomplishments

Managed a high-volume support queue and achieved a 16% reduction in overall resolution time within the past year.
Drove automation projects for support tasks, reducing manual processes by 20% and improving response efficiency.
Led the team to achieve 64% SLA compliance across all support levels, consistently maintaining high performance under challenging conditions.
Introduced metrics-driven methodologies to monitor team performance, resulting in 27% improvements in troubleshooting and ticket resolution times.
Collaborated with team of 13 in the development of initiative.
Created and maintained detailed support process documentation, which improved onboarding time for new hires by 33%.
Resolved product issue through consumer testing.
Collaborated closely with the engineering department to resolve system bugs within a three years turnaround, significantly enhancing user experience.
Achieved OSHA in Salesforce, allowing for the faster implementation of support resolutions and reduction of issue escalations by 20%.
Optimized workflow for multiple support channels (phone, chat, email) that improved multi-tasking efficiency by 79% across the team.

Affiliations

IT Service Management Forum (itSMF)
Association for Computing Machinery (ACM)
Rotary International
Freemason
Customer Service Institute of America (CSIA)
Association for Supply Chain Management (APICS)
Lions Club
Information Systems Security Association (ISSA)
Network Professional Association (NPA)
International Consortium for Agile (ICAgile)

Certifications

CompTIA Network+ Certification
Zendesk Certified Administrator
Certified ScrumMaster (CSM)
CompTIA Security+
CompTIA Network+
Certified Public Accountant (CPA)
Google Certified Professional Cloud Architect
HDI Support Center Manager (SCM) Certification
Salesforce Certified Service Cloud Consultant
Certified Public Accountant

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