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Skills

  • Knowledge transfer techniques
  • First-call Resolution
  • Automating service workflows
  • Client retention strategy
  • Process improvement
  • Client-specific service planning
  • End-to-End Project Management
  • Technical issue resolution
  • Project turnaround time improvement
  • Client relationship management

Work Experiences

  • Achieved resolution within SLA timeframes.
  • Coordinated large-scale service transition for 16 clients, reducing migration time by 62% and minimizing operational disruption.
  • Collaborated with sales and product teams to ensure alignment on service offerings, exceeding quarterly upsell goals by 9.
  • Advanced customer engagement strategy.
  • Built a streamlined service escalation matrix, which reduced the time to resolve critical customer issues by one year.
  • Achieved Innovation Award in customer service excellence.
  • Achieved results over three years.
  • Achieved a client renewal rate of 68%.
  • Solved category issues, improved operations, and provided excellent customer service.
  • Cut delays by 69%.

Summaries

  • Achieved results over 6 months.
  • Achieved a 81% reduction in costs annually.
  • Adept at handling high-priority client issues, with a proven track record of resolving escalated cases within several months, improving client satisfaction by 20%.
  • Market analysis, investment strategy, and portfolio management expertise.
  • Achieved results in under 10 months.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Adept at leading service delivery for client relations, improving customer satisfaction scores by 45% year-over-year and overseeing end-to-end service operations.
  • Achieved a 54% decrease in service disruptions.
  • Within Miscellaneous, senior Services Specialist and outstanding performer in workflow optimization and process improvement.
  • A multi-faceted Services Specialist with expertise in SLA management, increasing compliance rates by 77% while improving service-level consistency.

Accomplishments

  • Documented and resolved framework which led to metric.
  • Delivered key process improvements for Brightline, cutting churn rate by 74% following a comprehensive service feedback evaluation.
  • Oversaw the end-to-end service delivery of process improvement, ensuring customer satisfaction ratings increased by 37% year-over-year.
  • Ensured SLA adherence by implementing real-time tracking metrics using Adobe Creative Suite, driving a 57% improvement in first-time issue resolution.
  • Reduced first-call resolution (FCR) times by 58% through targeted team training efforts in cross-functional collaboration and advanced troubleshooting techniques.
  • Mentored junior staff in advanced first-call resolution techniques, raising the department’s SLA compliance rate from initiative% to process%.
  • Introduced a best-practice knowledge transfer system for new hires, reducing onboarding-related errors by 33% during the first the past year.
  • Facilitated change management processes following company-wide updates, resulting in a 66% reduction in incident recurrence within three years.
  • Initiated upselling training for customer service staff, which increased service portfolio sales by 61% per quarter.
  • Led resolution of technical issues for high-priority Asana clients, achieving a 37% reduction in downtime and customer complaints.

Affiliations

  • Association for Service and Support Executives (ASSE)
  • Professional Association for Customer Engagement (PACE)
  • Toastmasters
  • American Marketing Association
  • Association for Service Quality Managers (ASQM)
  • Lions Club
  • Project Management Institute
  • National Association of Technical Service Providers (NATSP)
  • Society of Women Engineers
  • Rotary International

Certifications

  • Service Strategy Manager Certification – Ironclad Systems
  • Certified ScrumMaster (CSM) – Scrum Alliance
  • Customer Service Excellence Certification (CSE) – Cedar Works
  • ServiceNow Certified System Administrator
  • Lean Six Sigma Green Belt Certification
  • Certified CRM Consultant – Salesforce
  • Customer Experience Manager (CXM) Certification – Ironclad Systems
  • Certified Data Management & Analytics Specialist – Northwind
  • Zendesk Support Administrator Certification
  • Certified Salesforce Administrator - standard

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