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Skills

  • Technical issue resolution
  • Automated ticketing system implementation
  • CCTV
  • Advanced Troubleshooting Techniques
  • Project management
  • Sound judgment
  • Budget oversight and cost-saving strategies
  • Inventory management
  • Invoice generation
  • Organization

Work Experiences

  • Devised and implemented effective sales strategies that resulted in the team's monthly sales goals for HubSpot being exceeded.
  • Created and implemented promotional strategies to help the company succeed while staying within budget.
  • Conducted 18 months staff evaluations and made any necessary promotions, realignments, or force reductions.
  • Improved traceability by establishing systems for contracts, records, reports, and agendas.
  • Used process improvement and workflow optimization to implement business strategies to increase revenue and expand into new markets.
  • Created, implemented, and updated policies to keep the company flexible and responsive to changing market conditions.
  • Was in charge of 12 employees through training, mentoring, optimized, and automated.
  • Worked with employees to improve customer satisfaction, streamline procedures, and increase bottom-line profits.
  • Kept track of inventory levels on a two years basis and placed new merchandise orders to keep supplies stocked.
  • Improved resource allocation while keeping expenses under tight control.

Summaries

  • Professional with exceptional sales, process improvement, and project management abilities.
  • Working with stakeholders and corporate teams is a breeze for this strong relationship builder.
  • Student pursuing a Miscellaneous degree who is eager to contribute developed knowledge in the role of Service Support Manager.
  • ITIL certified
  • Process improvement in method settings and budget management in risk assessment settings.
  • Looking for an exciting organization with which to build a successful career.
  • Service Support Manager is a hardworking and dependable Service Support Manager who excels at cross-functional collaboration and data analysis.
  • Recognized for operational, customer service, initiative, and standard excellence.
  • Strategic thinker with expertise in risk assessment.
  • Dedicated leader with 4 years of business planning and oversight experience.

Accomplishments

  • Led the redesign of support infrastructure, improving service delivery time by 57% and reducing ticket backlog by 9 over three years.
  • Managed and streamlined vendor relationships, reducing third-party service delays by 71% and improving customer service response times.
  • Analyzed customer satisfaction survey data, leading to targeted service improvements that increased the Net Promoter Score (NPS) by 35%.
  • Piloted a customer advocacy campaign, achieving a 74% increase in customer satisfaction levels and retention over 18 months.
  • Initiated and led a continuous process improvement initiative, resulting in a 76% reduction in service defects over 18 months.
  • Initiated bi-weekly performance feedback mechanisms, leading to a 80% increase in team accountability and customer issue resolution satisfaction.
  • Drove the implementation of a multi-tier escalation protocol, reducing average resolution time from 8 hours to 3 hours and lowering churn rate.
  • Coordinated multi-channel service support strategy across email, chat, and phone, improving first contact resolution rates by 47%.
  • Introduced remote assistance tools for support agents, which led to a 52% increase in first-time remote issue resolutions.
  • Optimized Tier 1 support routing, cutting down average customer handling time by 54%, improving overall resolution rates.

Affiliations

  • Affiliate Member, Help Desk Institute (HDI) – Established global network connections with leaders in technical support and service management.
  • Member, Customer Success Network (CSN) – Active participant in sharing strategies and executing customer feedback loops for improved service touchpoints.
  • Completion of Technical Issue Resolution Certification, Lakeside Partners – Developed in-depth skills for troubleshooting issues with escalations from Tier 1-3.
  • Trained in Crisis Management Response Handling, 2024 – Established mitigation processes for immediately addressing critical service outages.
  • Completion of SLA Management and Compliance Training, 2024 – Skilled in maintaining detailed records and ensuring adherence to SLAs.
  • Completion of Customer Feedback Implementation Program, 2015 – Completed a program dedicated to the successful use of feedback for process improvement.
  • Attendee, Annual IT Service Management (ITSM) Leadership Conference – Attended sessions on improving escalations processes and issue resolution strategies.
  • Certified IT Support Professional, HubSpot – Gained proficiency in diagnosing and resolving complex technical issues for global clients.
  • Certified Vendor Risk Manager (CVRM), process – Specialized in vendor management and contract negotiations for optimized service delivery.
  • Member, Project Management Institute (PMI) – Applied best practices in managing service support projects effectively and efficiently.

Certifications

  • Certified Customer Service Manager (CCSM)
  • Certified Service Desk Manager (CSDM)
  • Certified Call Center Manager (CCCM)
  • American Academy of Financial Management (AAFM)
  • HDI Problem Management Professional Certification
  • Certified Service Level Manager (CSLM)
  • KCS v6 Practices Certification (Knowledge-Centered Service)
  • CompTIA Network+
  • SHRM Certified Professional (SHRM-CP)
  • Six Sigma Green Belt Certification

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