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Skills

  • Relationship development
  • Budgets
  • Team building
  • Technical documents comprehension
  • Escalation process standardization
  • Data entry
  • Process optimization
  • Resource optimization
  • Business operations
  • Project organization

Work Experiences

  • Worked closely with Workday and HubSpot users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
  • Achieved results within the past year.
  • Achieved $4 annual savings.
  • Accomplished this in 2016.
  • Collaborated with cross-functional teams.
  • Championed efforts to automate routine processes, cutting down resolution times by an average of 6 minutes per issue.
  • Used stakeholder engagement and strategic planning to maintain servers and systems, ensuring that networks remained fully operational during peak periods.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.
  • Coached team members.
  • Achieved results within the first several months.

Summaries

  • Achieved a measurable increase in client loyalty by 31% %.
  • Service Delivery Consultant with a 5-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • Capable of forecasting and managing resources effectively, ensuring deadlines are met and projects remain within budget by more than $2 in savings.
  • Subject matter expert on Salesforce with exceptional skills and knowledge in process improvement.
  • Achieved measurable success through regional service initiatives.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Service Delivery Consultant with 9 years of successful vendor management and workflow optimization experience.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Achieved consistent service improvement through creative problem-solving and service optimization techniques, reducing ticket reallotment times by 84%.

Accomplishments

  • Achieved resolution for high-priority service tickets within SLA parameters, maintaining a consistent 17% customer satisfaction rating over 6 months.
  • Partnered with cross-functional teams to successfully deliver process, meeting Meridian's KPIs and SLA targets for 2019 ahead of schedule.
  • Continuously reviewed and enhanced internal service protocols in line with ITSM frameworks, achieving certifications in CPA for the team.
  • Led root cause analysis for critical incidents, implementing changes that reduced future occurrences by 54% over a two years span.
  • Served as the main point of contact for escalated technical issues, successfully reducing the average escalation-to-resolution time by 53%.
  • Resolved product issue through consumer testing.
  • Delivered IT service training programs for 3 company employees, enhancing overall operational readiness and support capabilities for Jira.
  • Collaborated with cross-functional technical teams to successfully deliver large-scale implementations, staying within the operational budget and timeline for Meridian.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Utilized thorough root cause analysis to resolve recurring service issues, resulting in a 48% decrease in incident backlog within two years.

Affiliations

  • Big Data & Analytics Association (BDAA)
  • Association for Conflict Resolution (ACR)
  • American Medical Informatics Association
  • American Marketing Association
  • International Institute of Business Analysis (IIBA)
  • Help Desk Institute (HDI) Global Membership
  • International Association of Administrative Professionals
  • Association for Supply Chain Management (APICS)
  • Institute for Supply Management (ISM)
  • Project Management Institute

Certifications

  • Microsoft Certified: Azure Fundamentals
  • ISO/IEC 20000-1:2018 Lead Auditor
  • Customer Success Manager Certified Professional (CSMCP)
  • CompTIA A+ Technician
  • Certified Agile Service Manager (CASM)
  • CompTIA Cloud+
  • SHRM Certified Professional (SHRM-CP)
  • Certified Delivery Manager (CDM) from system
  • SHRM Senior Certified Professional (SHRM-SCP)
  • First Aid/CPR Certified

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