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Skills

  • Organization
  • Team management
  • Customer service expert
  • Communications
  • Application support
  • Project organization
  • Business operations
  • Client relationship management
  • Relationship development
  • Client Retention Strategies

Work Experiences

  • Automated routine support tasks through scripting and third-party integration, saving 9 hours per week in manual processes.
  • Collaborated with product teams to identify recurring technical issues and proactively implemented fixes, leading to a 72% decrease in downtime.
  • Bridged communication gaps.
  • Achieved a 17% improvement in onboarding efficiency.
  • Consistently exceeded CSAT score targets.
  • Led a support team that assisted an average of 12 users globally in a 24/7 support environment as a level-three supervisor.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 8 new accounts.
  • Assisted in-field operations across Seattle.
  • Described process solutions to customers to aid in problem resolution.
  • Built stronger client relationships.

Summaries

  • Achieved 32% success rate.
  • Achieved a 71% improvement in response time.
  • Achieved a 23% satisfaction rate.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Achieved a 37% rise in self-service resolutions.
  • Competent Senior Support Specialist with experience assisting program users with a wide range of computer, mobile device, and peripheral equipment issues.
  • Senior Support Specialist is a multi-talented Senior Support Specialist who is consistently rewarded for planning and operational improvements.
  • Achieved a 55% uplift in customer satisfaction.
  • Excellent Senior Support Specialist with 3 years of experience providing exceptional support to users at all levels.

Accomplishments

  • Implemented client feedback into product updates, increasing positive NPS scores by 16 points.
  • Documented and resolved category which led to metric.
  • Successfully spearheaded a project to integrate process into the support process, leading to a 56% increase in ticket resolution speed.
  • Collaborated with product teams on feature requests, resulting in a 67% reduction in user-facing bugs.
  • Provided critical insights on hardware performance issues, contributing to the successful deployment of Tableau.
  • Improved Level 1 technician effectiveness by 35% through focused troubleshooting and system familiarization training.
  • Simplified legacy processes, reducing system recovery times during outages by 26%.
  • Trained staff on remote assistance best practices, increasing first-call resolution by 31%.
  • Enhanced the team’s troubleshooting documentation, cutting ticket resolution time by 11 minutes per issue.
  • Reduced ticket resolution times by 44% by optimizing workflows and introducing a new ticket categorization system.

Affiliations

  • Support Driven Community – Active Contributor
  • Project Management Institute
  • Scrum Alliance – Specialty in IT Support Operations
  • Certified Professional in Customer Success (CPCS) – 2015
  • BMC Software Community – QuickBooks Support Group
  • Association for Computing Machinery
  • International Council of Nurses
  • Freemason
  • Association of Information Technology Professionals
  • API Evangelist Community – Developer Forums

Certifications

  • Salesforce
  • SugarCRM Certified Developer
  • Certified Professional Technical Communicator (CPTC)
  • Certified Information Technology Manager (CITM)
  • Certified Public Accountant (CPA)
  • Certified ScrumMaster (CSM)
  • Project Management Professional (PMP)
  • Certified Business Analysis Professional (CBAP)
  • Amazon Web Services Certified Cloud Practitioner
  • Cisco Certified Network Associate (CCNA)

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