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Skills

  • Schedule management
  • Client Retention Strategies
  • Customer outreach and engagement
  • Team management
  • Data-driven decision making
  • Process equipment
  • Relationship development
  • Project organization
  • Process improvement
  • Bookkeeping

Work Experiences

  • Achieved a 25% productivity boost.
  • Collaborated with cross-functional teams to successfully integrate a new CRM system, improving response time by 68% and reducing operational costs by $5.
  • Achieved cost savings of $2 per quarter.
  • More than 11 Miscellaneous executives had their schedules organized and updated by me.
  • Coordinated the pre-planning of trips for Senior Support Executive's complex and frequently changing travel arrangements.
  • Achieved 6 successful recalls.
  • Accommodated growth through restructuring.
  • Collaborated with the IT team.
  • Analyzed support team metrics.
  • Greeted visitors as they arrived, determined the nature and purpose of their visit, and directed them to the appropriate locations.

Summaries

  • Achieved a 49% improvement in departmental output.
  • Achieved a 45% improvement in employee retention.
  • Exceed expectations in terms of group performance and scheduling efficiency.
  • Accomplished Senior Support Executive providing executive-level support to system, managing critical relationships and maintaining a key account retention rate of 57%.
  • Intuitive and graceful when it comes to managing high-volume workloads in rapidly changing environments.
  • Achieved metrics that exceeded targets by 16%.
  • Strengths in vendor management and risk assessment backed up by Miscellaneous training.
  • Accomplished Senior Support Executive.
  • Senior Support Executive with 8 years of successful quality assurance and vendor management experience.
  • Achieved favorable reviews.

Accomplishments

  • Initiated support team workforce optimization, leading to a Employee of the Year in 2021 for exemplary organizational performance.
  • Led bi-weekly performance reviews, increasing team productivity by 64% and consistently meeting SLA obligations.
  • Part of quality assurance team that reduced high-severity support escalations by 64%, safeguarding client relationships.
  • Resolved product issue through consumer testing.
  • Identified and addressed workflow bottlenecks in the operations, decreasing time-to-resolution by 33%.
  • Documented and resolved initiative which led to process.
  • Led customer outreach initiative during ServiceNow recall; achieved 2% engagement rate and mitigated legal risks by 63%.
  • Leveraged data analytics to identify high-call drivers, decreasing repeat support cases by 64%.
  • Automated repetitive support tasks, lowering average handling time (AHT) by 30% and increasing agent capacity.
  • Enhanced customer satisfaction (CSAT) scores by 61% through deployment of targeted client engagement strategies.

Affiliations

  • International Council of Nurses
  • Information Technology Infrastructure Library (ITIL) Certified Professionals
  • American Marketing Association
  • Help Desk Institute (HDI)
  • American Medical Informatics Association
  • Certified Professional in Customer Experience (CPCX) - CPA
  • Jaycees
  • Slack Support and Operations Community
  • Association of Support and Customer Experience Leaders
  • Senior Customer Service Officers’ Guild

Certifications

  • First Aid/CPR Certified
  • CompTIA Security+
  • CompTIA Network+
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Customer Experience Professional (CCXP)
  • Certified AI & Machine Learning Specialist in Customer Support – ServiceNow
  • CompTIA A+ Technician
  • Certified Public Accountant (CPA)
  • Certified Support Professional (CSP) – Service Strategies
  • Certified Digital Customer Service Expert – Digital Customer Service Institute

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