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Skills

  • Client relationship management
  • Desktop support
  • API integration troubleshooting
  • Documentation Creation and Maintenance
  • Customer feedback analysis
  • Collaboration with development teams
  • Advanced product support
  • ITIL and best practices knowledge
  • Key account technical support
  • Mac systems

Work Experiences

  • Achieved Top Performer for consistently exceeding customer satisfaction targets, averaging 77% per quarter.
  • Collaborated with the product development team to improve features based on customer feedback, leading to an increase in client satisfaction by 75%.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.
  • Achieved results in 2022.
  • Awarded Excellence Award for resolving 10 critical software issues within the past year, improving uptime for Miscellaneous clients.
  • Achieved a 73% reduction of recurring issues.
  • Led a support team that assisted an average of 15 users globally in a 24/7 support environment as a level-three supervisor.
  • Achieved Outstanding Service Award for customer satisfaction.
  • Collaborated with subject matter experts to develop training materials, leading to an improved team accuracy rating of 33%.
  • Achieved reduction over 2016.

Summaries

  • Clear understanding of quality assurance and stakeholder engagement as well as cross-functional collaboration training.
  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • Achieved a 15% reduction in high-priority escalations.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the initiative business.
  • Excellent Software Support Executive with 4 years of experience providing exceptional support to users at all levels.
  • Adept at managing and prioritizing support queues.
  • Software Support Executive with 16 years of successful cross-functional collaboration and data analysis experience.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Adept at training new team members.
  • Adept at troubleshooting and problem-solving under pressure.

Accomplishments

  • Troubleshot and diagnosed method-related issues, consistently reducing average resolution time by 73%.
  • Increased operational efficiency by refining escalations and supporting the rollout of framework, reducing recurring tickets by 44%.
  • Improved knowledge base documentation for recurring issues, cutting troubleshooting time by 29% and elevating team productivity.
  • Assessed and integrated customer feedback into actionable system improvements, enhancing user experience in HubSpot.
  • Standardized ticket categorization and prioritization processes, reducing misrouted tickets by 43%.
  • Developed training sessions for new team members focused on common pitfalls, improving first resolution accuracy by 83%.
  • Ensured 99.9% user account uptime by efficiently diagnosing access permission issues and improving user administration processes.
  • Obtained Lean to enhance skills in technical support and improve overall team expertise.
  • Resolved escalated technical issues for enterprise clients within 4 hours, minimizing client downtime and boosting service reliability.
  • Troubleshot and successfully resolved complex API integration errors with a 98% success rate.

Affiliations

  • American Medical Informatics Association
  • American Management Association (AMA) - Customer Support Division
  • Association of Support Professionals (ASP)
  • HDI (Help Desk Institute)
  • CompTIA Industry Affiliate Network
  • Customer Service Institute of America (CSIA)
  • Society of Customer Relations Professionals (SCRP)
  • Customer Service Professional Network
  • Society of Customer Experience Professionals (SCEP)
  • Project Management Institute (PMI) CPA Chapter

Certifications

  • First Aid/CPR Certified
  • ServiceNow Certified System Administrator
  • Certified Public Accountant
  • SHRM Certified Professional (SHRM-CP)
  • Technical Support Professional by IBM
  • Red Hat Certified System Administrator (RHCSA)
  • Certified Network Defender (CND) by EC-Council
  • Apple Certified Associate (ACA)
  • Certified in ITSM Best Practices by initiative
  • CompTIA IT Fundamentals (ITF+)

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