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Skills

  • Administrative support
  • Relationship development
  • Problem resolution
  • Safety procedures
  • Operational improvement
  • Team management
  • Planning and coordination
  • Inventory management
  • Root cause analysis
  • Inventory oversight

Work Experiences

  • Met with users to isolate and identify problems, then performed quick repairs to restore full functionality.
  • Achieved results over two years.
  • Coordinated cross-departmental efforts to reduce service downtimes, leading to a 15% increase in productivity for Jira.
  • Coordinated after-hours support.
  • Contributed to a revenue boost of 62% for 2020.
  • Collaborated with the product development team to offer feedback from the field, resulting in 3 new features being implemented.
  • Loaded materials, tools, and category equipment onto the truck at the start of each shift.
  • Documented known solutions to help back-end teams correct systemic problems and improve teams' handling of complaints.
  • Conducted quarterly performance reviews.
  • Followed strict safety precautions when working with equipment and chemicals to avoid accidents.

Summaries

  • Accomplished Service Specialist.
  • Service Specialist and team leader with 10 years of experience in program settings.
  • Punctual Heating and Air Conditioning Mechanic with over 13 years of repair and installation experience.
  • Results-oriented Miscellaneous professional with data analysis, project management, and data analysis strengths.
  • Service Specialist with client relations and project management abilities.
  • Active leader with excellent communication and collaboration skills.
  • CPA certified
  • Multilingual and fluent in French and Portuguese, with a strong grasp of cultural differences.
  • Ability to recognize process issues and integrate framework solutions to achieve program.
  • Providing excellent customer service as well as dynamic interpersonal and communication abilities.

Accomplishments

  • Published quarterly client support articles that improved user self-resolution rates by 72%.
  • Resolved high-priority service interruption incidents within three years, reducing total downtime for key accounts.
  • Optimized service workflows, leading to a 24% increase in operational efficiency within the first 18 months of deployment.
  • Implemented continuous improvement initiatives that increased Net Promoter Score (NPS) by 33% over the past year.
  • Played a pivotal role in lowering service escalations by 83% through targeted communication and follow-up processes.
  • Devised scalable training programs for Workday, which decreased onboarding time for new hires by 74%.
  • Coordinated with external vendors and internal departments to implement solutions that improved service turnaround times by 42%.
  • Guided high-priority clients through tailored service solutions, resulting in a 63% decrease in unresolved tickets and improved SLA compliance.
  • Analyzed and reported trends in recurring client issues across Austin, resulting in 60% improvements in service delivery strategies.
  • Reduced the number of repeated service issues by 85% through predictive maintenance strategies and regular system checks.

Affiliations

  • Participant, Advanced Escalation Management Techniques Workshop - Phoenix, 2019
  • Actively involved, American Society for Quality (ASQ), specializing in Service Quality Division, 2015
  • Certification in IT Service Management (ITIL), completed in 2020
  • Panelist, Customer Experience and Support Transformation Summit, 2018
  • Certified in Multichannel Support Solutions through process, 2016
  • Member, International Customer Service Association (ICSA), 2018
  • Collaborator, Service Design Network (SDN) Member Roundtable, 3 months
  • Member, National Association of Service Specialists (NASS), 2020
  • Participant, Harvard Business School Service Optimization Workshop, 2019
  • Program Participant in Service Downtime Reduction Strategies Symposium, 2020

Certifications

  • Google Certified Professional Cloud Architect
  • Certified Data Privacy Solutions Engineer (CDPSE)
  • KPI Improvement and Workflow Management Certificate - Meridian
  • TOGAF 9.2 Certified - Enterprise Architecture
  • Lean IT Foundation - Vantage
  • CompTIA A+ Technician
  • SAP Certified Application Associate
  • ISO 20000 IT Service Management Certification
  • Salesforce
  • Certified Service Operations Specialist (CSOS) - Vantage

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