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Skills

  • Customer retention strategies
  • Hybrid-support approaches
  • Technical issues analysis
  • Problem resolution
  • Customized support solutions development
  • CRM System Integration
  • Communications
  • Customer feedback loop establishment
  • First-contact resolution (FCR) improvement
  • Business operations

Work Experiences

  • Worked closely with Adobe Creative Suite and Jira users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
  • Acted as an intermediary during escalated calls.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Achieved President's Club for exceptional onboarding processes.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 16 new accounts.
  • Collaborated with sales teams to ensure seamless onboarding for enterprise clients, decreasing onboarding issues by 49%.
  • Achieved Top Performer for service excellence.
  • Contributed to a 44% improvement in overall product retention.
  • Achieved Employee of the Year for top customer support staff.
  • Achieved a 3% reduction in customer-initiated tickets.

Summaries

  • Permissions, filters, and file sharing are all skills she possesses.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Award-winning customer support professional.
  • Subject matter expert on Asana with exceptional skills and knowledge in cross-functional collaboration.
  • CPA and OSHA are proudly certified.
  • Achieved a 21% first-contact resolution rate.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Strengths in budget management and strategic planning backed up by Miscellaneous training.
  • Achieved a 48% increase in NPS.

Accomplishments

  • Managed escalations effectively, resolving 12% of high-priority cases with zero customer churn.
  • Optimized the CRM workflow, which slashed ticket backlog by 13% and improved support staff efficiency.
  • Supervised a team of 16 junior support agents, focusing on skill development, which reduced error rates by 41%.
  • Led post-mortem meetings for critical outages and implemented lessons learned, preventing similar incidents and saving 14 hours in downtime.
  • Provided customized support for 18 critical clients during product launches, which led to a 37% first-call resolution rate.
  • Collaborated with the product team to address metric, reducing bug-related tickets by 59% post software release.
  • Adapted hybrid support strategies that integrated phone, email, and chat support, cutting average resolution time by 5%.
  • Collaborated with quality assurance teams to track recurring product issues during support, reducing total production defects by 83%.
  • Earned President's Club for highest customer satisfaction scores (9% score increase) over 2019.
  • Developed knowledge base articles that reduced the need for agents by solving 73% of customer inquiries via self-service channels within 6 months.

Affiliations

  • Information Technology Infrastructure Library (ITIL) Certification
  • Certified Customer Success Manager (CCSM), 2019
  • User Experience Professionals Association (UXPA)
  • Society for Customer Affairs Professionals (SOCAP) – 2016 Member
  • Association of Information Technology Professionals
  • American Medical Informatics Association
  • Customer Service Excellence (CSE) Certification
  • Salesforce Trailblazer Community – Portland
  • Jaycees
  • Certified Support Professional (CSP) Certification Completion – Help Desk Institute 2021

Certifications

  • Certified IT Service Management Professional (CITSMP)
  • Zendesk Support Administrator Certification
  • Salesforce Accredited Consultant Cloud Service
  • Certified Public Accountant
  • Certified Business Analysis Professional (CBAP)
  • Cisco Certified Internetwork Expert (CCIE)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified ScrumMaster (CSM)
  • Project Management Professional (PMP)
  • Customer Service Management Certified Implementation Specialist (ServiceNow)

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