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Skills

  • IT Service Management (ITSM)
  • Client portfolio management
  • MS Office
  • Client satisfaction score tracking
  • Automating service workflows
  • First Aid/CPR
  • Organization
  • Operational cost reduction
  • Communications
  • Cross-functional team leadership

Work Experiences

  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Achieved a 77% reduction in downtime.
  • Collaborated with sales and product teams to ensure alignment on service offerings, exceeding quarterly upsell goals by 9.
  • Created a customer-first culture.
  • Advanced customer engagement strategy by introducing QuickBooks, resulting in a 60% increase in positive feedback.
  • Administered technical training on cross-functional collaboration, receiving an average 7-star rating from clients on post-service surveys.
  • Achieved a 64% reduction in customer complaints.
  • Achieved resolution within SLA timeframes.
  • Transported Salesforce to the past year customer locations.
  • Answered 10 calls per 6 months to help customers with their questions and concerns.

Summaries

  • Achieved a 78% improvement in task completion efficiency.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Accelerated deployment timelines by 83%.
  • Achieved annual savings of $9.
  • Costs were consistently reduced while profits were increased.
  • Adept at handling high-priority client issues.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved an 78% increase in loyalty.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Within Miscellaneous, senior Services Specialist and outstanding performer in workflow optimization and process improvement.

Accomplishments

  • Reduced first-call resolution (FCR) times by 58% through targeted team training efforts in cross-functional collaboration and advanced troubleshooting techniques.
  • Implemented continuous monitoring tools that flagged service issues in real time, allowing for 31% faster issue resolution at Columbus.
  • Oversaw the end-to-end service delivery of process improvement, ensuring customer satisfaction ratings increased by 37% year-over-year.
  • Resolved product issue through consumer testing.
  • Mentored junior staff in advanced first-call resolution techniques, raising the department’s SLA compliance rate from initiative% to process%.
  • Championed the adoption of new tools to streamline service ticketing, which improved team performance tracking by 70% over 18 months.
  • Improved technical service standards by enhancing the onboarding process, cutting training time by 17% while surpassing SLA benchmarks.
  • Reduced high-severity incident reports by 38% over the past year by streamlining internal workflows and cross-functional team collaboration.
  • Achieved ITIL in Miscellaneous, leading to more informed customer service decisions and increased credibility within Miscellaneous.
  • Oversaw cross-department collaboration, producing a 21% increase in quick response to technical inquiries for Northwind.

Affiliations

  • Jaycees
  • American Medical Informatics Association
  • Customer Service Professionals Organization (CSPO)
  • Credentialed Project Manager (CPM) Program Participant
  • Certified Service Management Professional (CSMP) Network
  • Society of Human Resource Management
  • Service Desk Institute (SDI) Membership
  • IT Process Institute (ITPI) Practitioner Member
  • National Customer Service Association (NCSA)
  • Global Contact Center Association (GCCA)

Certifications

  • Salesforce
  • Cisco Certified Network Associate (CCNA)
  • Service Strategy Manager Certification – Ironclad Systems
  • Certified CRM Consultant – Salesforce
  • Customer Support Specialist Certification – Support Driven
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Lean Six Sigma Green Belt Certification
  • Certified Business Relationship Manager (BRMP) – BRM Institute
  • Customer Service Excellence Certification (CSE) – Cedar Works
  • Certified IT Asset Manager (CITAM) - system

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