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Skills

  • Compliance with ITIL security standards
  • Key stakeholder relationship building
  • Order fulfillment
  • Performance metrics analysis
  • Service standard compliance
  • IT ticketing systems implementation
  • Data entry
  • Knowledge base development and updates
  • Cross-functional team collaboration
  • Stocking and replenishing

Work Experiences

  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Acquired 8 new customers, resulting in 5% revenue for the team.
  • Processed 3 invoices and mailed documentation to clients each two years.
  • Was quick to respond to potential customers' questions and requests.
  • Customer service training processes were implemented and developed by me.
  • Ensure that customers and internal departments are properly communicated with.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.

Summaries

  • Under duress, personable and professional.
  • Bring extensive high-call volume experience working with process consumers spanning 4 years.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Strengths in vendor management and project management backed up by Miscellaneous training.
  • Worker with a strong understanding of initiative organization and metric product issues.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • Within Miscellaneous, senior Service Desk Shift Lead and outstanding performer in risk assessment and performance reporting.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to initiative regulations and standard department guidelines.

Accomplishments

  • Designed and delivered technical workshops that improved service resolution for complex systems issues by 15%.
  • Contributed to a knowledge base initiative that reduced repetitive service queries by 25%.
  • Led a team of 16 service desk technicians to exceed target SLA compliance by 34%, which improved user uptime.
  • Coordinated cross-team efforts to roll out new ServiceNow features, achieving a seamless launch with 83% reduction in user-reported issues afterward.
  • Automated routine ticket assignment workflows using metric, reducing manual ticket routing time by 36%.
  • Mentored junior team members, improving technical resolution skills and reducing escalated tickets by 54%.
  • Decreased average time to resolve high-priority tickets from 10 hours to 11 hours through improved queue management practices.
  • Maintained 45% adherence to shift schedules, ensuring 24/7 coverage with no service gaps.
  • Successfully completed cybersecurity training, increasing team awareness and reducing phishing attempts by 78%.
  • Reduced customer downtime by actively engaging in post-incident reviews and implementing preventive measures, resulting in a decrease of major incidents by 16.

Affiliations

  • Professional Association for IT Training and Workforce Development
  • International Association of Service Management Professionals (IASMP)
  • American Medical Informatics Association
  • Project Management Institute
  • IT Professionals Association by OSHA Holder Group
  • Association of Support Professionals (ASP)
  • Incident Response and Recovery Membership Group
  • Service Desk Institute (SDI)
  • Microsoft Certified Professional (MCP) Network
  • Association of Information Technology Professionals

Certifications

  • CompTIA Network+
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Microsoft Certified: Modern Desktop Administrator Associate
  • CompTIA A+ Technician
  • Axelos ITIL Operational Support & Analysis (OSA)
  • Cybersecurity Fundamentals Certificate by ISACA
  • First Aid/CPR Certified
  • Certified Information Security Manager (CISM)
  • Salesforce
  • Certified Public Accountant

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