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Skills

  • Guest inquiry resolution
  • End-user training
  • Business operations
  • Escalation management
  • Verbal and written communication
  • Local attraction knowledge
  • MS Office
  • Active Directory Management
  • Organization
  • Guest check-in

Work Experiences

  • Collaborated with cross-functional teams to escalate high-priority issues, reducing incident resolution time by 77% through proactive communication.
  • Started cross-selling and upselling conversations with customers to encourage them to buy more products and increase sales.
  • Assisted with setup of hardware and software solutions.
  • Acted as the primary point of contact for system hardware and software solutions, assisting with setup, analysis, and ongoing maintenance.
  • Collaborated with HR, IT, and Operations.
  • Achieved a 51% reduction in escalated tickets by taking a methodical approach to diagnosing and resolving Level 1 issues.
  • Achieved a 72% reduction in escalated tickets.
  • Handled customer service interactions over the phone, chat, and email.
  • Collaborated with cross-functional teams.
  • Acted as the primary point of contact for process hardware solutions.

Summaries

  • Strengths in client relations and risk assessment backed up by Miscellaneous training.
  • Adaptable and energetic, with budget management and team leadership abilities.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Mathematical prowess and the ability to manage all front-office operations.
  • Achieved a 75% reduction in recurring issues.
  • During the previous year, we resolved 5 user service requests and received a 10% satisfaction rate.
  • Provides dynamic service to customers and visitors.
  • Planning outings for guests, providing needed resources, and making visits enjoyable are all skills she possesses.
  • Achieved a 69% renewal rate.
  • Possessing a complete dedication to guest satisfaction.

Accomplishments

  • Assisted in software deployment for 18 clients, ensuring seamless integration and reducing downtime by 85%.
  • Maintained compliance with ITIL service management best practices, improving service desk operational efficiency by 24%.
  • Participated in bi-weekly Continuous Service Improvement (CSI) meetings, contributing to a 22% reduction in recurring incidents.
  • Documented and resolved procedure which led to metric.
  • Actively assisted users in password recovery and account access issues, resolving 73% of access tickets within two years.
  • Resolved an average of 2 daily support tickets within 6 months, contributing to increased customer satisfaction by 27%.
  • Reduced average downtime for Workday users by 23% through proactive system issue monitoring and resolution.
  • Developed email client troubleshooting guidelines for Adobe Creative Suite, decreasing ticket volume related to that application by 76%.
  • Collaborated with team of 16 in the development of category.
  • Spearheaded a project to integrate system, decreasing average ticket resolution time by 60% within the first two years.

Affiliations

  • Association for Service Management International (AFSMI)
  • Service Desk Institute (SDI) Associate Level Member
  • Freemason
  • American Marketing Association
  • Association for Computing Machinery (ACM) Professional Chapter
  • Certified Professional for VDI Administration Membership
  • National Technology Support Network
  • Microsoft Certified Solutions Expert (MCSE) Alumni
  • Professional Association for VDI Professionals
  • American Medical Informatics Association

Certifications

  • Google Certified Professional Cloud Architect
  • ITIL 4 Strategic Leader
  • ServiceNow Certified System Administrator
  • Microsoft 365 Certified: Fundamentals
  • Microsoft Certified: Modern Desktop Administrator Associate
  • CompTIA A+ Certification
  • Apple Certified Associate (ACA)
  • ITIL Foundation Certification
  • VMware Certified Professional – Desktop and Mobility (VCP-DTM)
  • Certified Business Analysis Professional (CBAP)

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