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Service Desk Shift Lead resume examples

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Skills

  • Report preparation
  • Medical terminology knowledge
  • Compliance with ITIL security standards
  • ITIL Framework Knowledge
  • Customer-focused problem-solving
  • Key stakeholder relationship building
  • Receiving support
  • Sales expertise
  • Strategic sales knowledge
  • Collaboration with product management teams

Work Experiences

  • Entered customer interaction details into SAP to track requests, document problems, and record solutions offered.
  • Welcomed, greeted, and assisted customers, generating $11 in the past year revenue in a high-traffic store.
  • Acquired 8 new customers, resulting in 5% revenue for the team.
  • In the top 2% of employees for successful streamlined.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Collaborated with vendors to plan more than 9 daily pickups and weekly deliveries.
  • Was in charge of high-volume paperwork and worked with the standard department to resolve billing and shipping issues.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Quickly investigated and resolved customer complaints and inquiries.

Summaries

  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Committed to providing world-class customer service while remaining professional.
  • Jira expert with 2 years of experience in related roles.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the initiative business.
  • Great phone skills and initiative talents have a proven track record of increasing productivity and customer satisfaction.
  • Achieved success in providing unsurpassed customer service.
  • Strengths in vendor management and project management backed up by Miscellaneous training.
  • Offering 11 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Dedicated to exceeding expectations and leading the team to success.
  • With extensive knowledge of stakeholder engagement and proven multitasking abilities, I am well-versed in project and time management.

Accomplishments

  • Monitored and reported incident trends, assisting leadership in identifying system weaknesses that were mitigated with a Workday implementation.
  • Successfully managed 17 escalated tickets of high complexity to resolution, maintaining a satisfaction rating of 15% or higher.
  • Worked with IT development teams to align incident management efforts, reducing critical incident duration by 49%.
  • Led efforts to implement Tableau, improving overall ticket tracking accuracy and ensuring compliance with service desk KPIs.
  • Implemented ITIL-based processes that reduced ticket resolution times by 79% and improved support efficiency.
  • Optimized staffing ratios during critical shift hours, improving service desk response times by 34%.
  • Recommended new helpdesk tools that enhanced troubleshooting capabilities and lowered average ticket resolution time by 18%.
  • Supported a Adobe Creative Suite infrastructure migration, ensuring zero downtime during the transition and improving customer service availability by 67%.
  • Improved customer satisfaction by 61% through proactive resolution of service desk tickets within agreed SLA.
  • Automated routine ticket assignment workflows using metric, reducing manual ticket routing time by 36%.

Affiliations

  • IT Service Management Forum (itSMF)
  • National Association of Social Workers
  • Help Desk Optimization and Best Practices Forum
  • Association for Computing Machinery
  • CompTIA IT Professionals Association
  • Microsoft Certified Professional (MCP) Network
  • Society for Customer Support and Service Management Professionals
  • International Technology Support Association (ITSA)
  • Lions Club
  • Toastmasters

Certifications

  • CompTIA Network+
  • Certified in IT Service Management (CITSM)
  • Google Certified Professional Cloud Architect
  • Axelos PRINCE2 Foundation
  • Certified Support Manager (CSM)
  • Project Management Professional (PMP)
  • Service Desk Institute (SDI) Service Desk Manager Certification
  • SANS GIAC Security Essentials (GSEC)
  • Google IT Support Professional Certificate
  • Microsoft Certified Systems Engineer (MCSE)

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