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Skills

  • Budget oversight and cost-saving strategies
  • Goal setting
  • Inventory management
  • Purchasing and planning
  • Team building
  • Employee development
  • Trend forecasting
  • Data-driven decision making
  • Automated ticketing system implementation
  • Communications

Work Experiences

  • Kept an eye on supplier operations to ensure quality, on-time delivery, and compliance with contract specifications.
  • Evaluated each employee's individual strengths and provided mentoring to help them improve their weak skills.
  • Achieved Top Performer for risk mitigation.
  • Achieved 39% savings in annual support costs.
  • Was in charge of 12 employees through training, mentoring, optimized, and automated.
  • Negotiated with category vendors to get the best price on metric products, resulting in a profit margin increase of 4%.
  • Improved traceability by establishing systems for contracts, records, reports, and agendas.
  • Was able to secure a contract with initiative vendor to supply all standard materials and services at a reasonable price.
  • Added exciting program products to the establishment, increasing sales revenue $5 by researching current trends.
  • Oversaw and improved a variety of procedures, including requirements, gap analysis, training and development, and the implementation of new programs.

Summaries

  • Service Support Manager is a hardworking and dependable Service Support Manager who excels at cross-functional collaboration and data analysis.
  • Dedicated leader with 4 years of business planning and oversight experience.
  • Successfully implemented strategic approaches to drive profitability and sales by a highly motivated and driven General Manager.
  • Proven track record of motivating streamlined to achieve team, individual, and management goals.
  • Even in high-pressure situations, able to remain calm and composed.
  • Expert at using in-depth knowledge of industry trends and shifts to provide valuable insights into new growth and expansion opportunities.
  • Service Support Manager is a focused and diligent Service Support Manager with over 6 years of experience in maintaining smooth business operations.
  • Service Support Manager is a determined Service Support Manager with excellent customer service skills.
  • Student pursuing a Miscellaneous degree who is eager to contribute developed knowledge in the role of Service Support Manager.
  • Service Support Manager with data analysis and strategic planning abilities.

Accomplishments

  • Analyzed customer satisfaction survey data, leading to targeted service improvements that increased the Net Promoter Score (NPS) by 35%.
  • Coordinated multi-channel service support strategy across email, chat, and phone, improving first contact resolution rates by 47%.
  • Collaborated with the IT department on upgrading the internal support system, resulting in a 42% improvement in service request handling capacity.
  • Collaborated in cross-functional team initiatives to upgrade legacy systems, reducing downtime by 29% and streamlining support for Salesforce.
  • Successfully managed 4 support desk employees, ensuring consistent adherence to service level agreements (SLAs) and reducing ticket backlog by 65%.
  • Developed and implemented a workflow automation system that resulted in a 73% decrease in manual errors and improved operational efficiency.
  • Formulated a training and mentorship program that lowered employee turnover by 50% and improved job satisfaction within the department.
  • Collaborated on developing compliance training modules that ensured regulatory adherence and achieved 70% success rate in audits, reducing service non-compliance incidents.
  • Directed efforts to update service workflows, which reduced response times by 23% and increased efficiency in handling category service requests.
  • Enhanced operational reporting by integrating Microsoft Excel, which provided real-time metrics and improved support service insights by 54%.

Affiliations

  • Active Member, Business Continuity Institute (BCI) – Received training in managing disruptions to key service processes and ensuring resilience.
  • Member, Association for Talent Development (ATD) – Focused on continuous training and development of support teams for enhanced customer experiences.
  • Trained in Crisis Management Response Handling, 2024 – Established mitigation processes for immediately addressing critical service outages.
  • Member, SLA Professionals Network – Engaged with a community focused on perfecting Service Level Agreement monitoring and management.
  • Certification in Service Desk Management, Northwind – Acquired competencies needed to lead high-performing service desk teams.
  • Member, Customer Success Network (CSN) – Active participant in sharing strategies and executing customer feedback loops for improved service touchpoints.
  • Member, Project Management Institute (PMI) – Applied best practices in managing service support projects effectively and efficiently.
  • Attendee, Annual IT Service Management (ITSM) Leadership Conference – Attended sessions on improving escalations processes and issue resolution strategies.
  • Completion of SLA Management and Compliance Training, 2024 – Skilled in maintaining detailed records and ensuring adherence to SLAs.
  • Certified Vendor Risk Manager (CVRM), process – Specialized in vendor management and contract negotiations for optimized service delivery.

Certifications

  • CompTIA Cloud+ Certification
  • Apple Certified Associate (ACA)
  • Certified Incident Manager (CIM)
  • Salesforce
  • Certified ScrumMaster (CSM)
  • Certified Business Process Professional (CBPP)
  • ServiceNow Certified System Administrator (CSA)
  • Microsoft Certified: Azure Administrator Associate
  • KCS v6 Practices Certification (Knowledge-Centered Service)
  • SHRM Certified Professional (SHRM-CP)

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