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Skills

Schedule management
Process equipment
First Aid/CPR
Process optimization
Data-driven decision making
Bookkeeping
Cross-functional collaboration
Customer satisfaction metric improvement
Staff training and development
Organization

Work Experiences

Collaborated with cross-functional teams.
Closed over 6 higher-tier customer support cases monthly, maintaining a consistent 78% resolution rate and exceeding department goals.
Responded to emails and other correspondence to facilitate communication and improve business processes.
Achieved Excellence Award for exceptional departmental performance.
Was in charge of assigning executive tasks as well as managing complex calendars and administrative functions.
Coordinated catering for the annual staff development forum, distributed company-wide announcements, and booked conference rooms.
Completed recalls in under 5 weeks.
Built and led a cross-functional team.
Advised C-level executives on support structure changes.
Advised C-level executives on the potential impact of support structure changes, resulting in the execution of an organization-wide restructure to accommodate growth.

Summaries

Achieved metrics that exceeded targets by 16%.
Within Miscellaneous, senior Senior Support Executive and outstanding performer in project management and client relations.
Senior Support Executive with 8 years of successful quality assurance and vendor management experience.
Achieved 15% improvement in first-call resolution.
Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
Clear understanding of team leadership and client relations as well as quality assurance training.
Expert in strategic planning and organization, as well as comprehensive support for business executives.
Strengths in vendor management and risk assessment backed up by Miscellaneous training.
Achieved 21% reduction in customer wait time.
Executive Assistant with a passion for developing and maintaining detailed administrative and procedural processes that reduce redundancy, improve accuracy and efficiency, and help the company meet its goals.

Accomplishments

Collaborated with product and operations teams to boost workflow efficiency, cutting average response times by 47%.
Part of quality assurance team that reduced high-severity support escalations by 64%, safeguarding client relationships.
Collaborated with team of 2 in the development of system.
Initiated support team workforce optimization, leading to a Employee of the Year in 2021 for exemplary organizational performance.
Developed a ticket categorization process that reduced overall backlog by 3 cases in system.
Documented and resolved initiative which led to process.
Worked closely with key clients, resolving complex issues and ensuring a 48% increase in contract renewals.
Led cross-functional collaboration to integrate Salesforce, enhancing system uptime by 18% and reducing technical tickets.
Oversaw implementation of a tiered support structure, reducing escalations by 58% and increasing self-service resolutions.
Leveraged data analytics to identify high-call drivers, decreasing repeat support cases by 64%.

Affiliations

Association of Support and Customer Experience Leaders
Customer Experience Professionals Association (CXPA)
Senior Customer Service Officers’ Guild
Customer Satisfaction Professionals Network (CSPN)
Technology Support Professionals Association (TSPA)
Association of Information Technology Professionals
Society of Women Engineers
Lions Club
Jaycees
Association for Supply Chain Management (APICS)

Certifications

Certified Quality Auditor (CQA) – program
Certified Change Management Professional (CCMP) initiative
CX Professional Certification – Customer Experience Professionals Association (CXPA)
ServiceNow Certified System Administrator
Microsoft Certified: Power Platform Fundamentals
Certified Public Accountant
Customer Success Manager (CSM) Certification - SuccessCOACHING
Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate
CompTIA Network+ Certification
Certified Inbound Support Representative – HubSpot Academy

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Senior Support Executive Resume Builder

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