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Skills

  • Service level agreement (SLA) compliance
  • Reducing ticket handling times through automation
  • Multilingual support capabilities: Spanish
  • Developing personalized service plans for VIP accounts
  • Continuous improvement initiatives for customer workflows
  • Reducing product-related queries through training
  • Tiered support system implementation
  • Technical writing for support documentation
  • Customer retention and churn rate reduction
  • Building scalable customer support solutions

Work Experiences

  • Achieved an average of 65% above targets.
  • Developed and standardized email templates, reducing inquiry response time by 33%, which increased customer interaction efficiency.
  • Collaborated with product teams to bridge gaps in service, leading to a 65% reduction in product-related support queries.
  • Continuously monitored team KPIs.
  • Achieved results within their first 15 weeks.
  • Continuously monitored team KPIs, implementing feedback loops and coaching, boosting team-wide efficiency by 59%.
  • Decreased customer complaints by 68%.
  • Collaborated with product teams.
  • Championed a knowledge base initiative.
  • Collaborated with engineering and QA teams.

Summaries

  • Analytical thinker with a talent for identifying inefficiencies.
  • Collaborated with engineering and QA.
  • Customer Support Specialist focused on team training and development.
  • Created individualized service plans.
  • Consistently exceeded customer satisfaction KPIs.
  • Adept at improving support efficiency.
  • Created tailored service strategies.
  • Customer advocate, skilled in steering cross-functional task forces to resolve urgent technical crises, including the restoration of services to 8 clients within 11 hours.
  • Created significant value for the support team.
  • Contributed to a 26% reduction in escalated complaints.

Accomplishments

  • Initiated a program to monitor customer support KPIs, leading to data-driven improvements that reduced average handle time by 51% over 12 months.
  • Created workflow automation rules that reduced manual support work by 76%, allowing support team members to focus more on complex customer cases.
  • Formed a cross-functional task force that reduced escalation times by 83% by streamlining internal communication between support and R&D teams.
  • Utilized customer insights from support ticket analysis to suggest 13 key software improvements, which helped to reduce repeat inquiries by 64%.
  • Collaborated with product management to refine FAQs and self-help resources, reducing customer inquiries by 80% over two years.
  • Successfully implemented a multi-tiered escalation policy, reducing overall escalations to higher-level support by 33% and improving workflow clarity.
  • Developed and hosted 12 customer-facing webinars to highlight new product features, resulting in a 15% increase in product adoption.
  • Contributed to a 8-person team that resolved 15 complex customer cases in several months, achieving a satisfaction rate of 18%.
  • Delivered a customer-focused improvement plan that cut average ticket resolution time by 48% and increased team NPS scores by 10 points.
  • Led a targeted email campaign that led to an 29% increase in self-serve support adoption by customers.

Affiliations

  • Contributor to the Support Driven community, engaging in forums, events, and roundtable discussions on customer support innovation.
  • Obtained ITIL Foundation Certification in 2024, facilitating best practices in customer support operations management.
  • Recognized member of the Association for Support Professionals (ASP), attending annual meetings and contributing to industry whitepapers.
  • Certified practitioner of Active Listening and Empathy Training with Harbor & Co., enhancing support team effectiveness and CSAT scores.
  • Engaged in ongoing learning and certifications through the Customer Success Network, gaining insight into post-purchase user journey improvements.
  • Participant in the Product-led Growth (PLG) community, contributing to discussions on improving customer success through product alignment.
  • Recipient of the Certified Customer Success Manager (CCSM) Level 18 via Jira, improving cross-functional collaborations between support and product teams.
  • Contributor to the Tech Support Success Alliance (TSSA), networking with peers to share best practices in technical query resolution methods since 2018.
  • Participant in the ‘Building Customer Trust’ online certification course delivered by Cedar Works in 2019, focusing on handling escalated cases.
  • Active participant in Help Desk Institute (HDI) webinars and certifications, including the HDI Customer Service Excellence certification obtained in 2020.

Certifications

  • Customer Interaction Analytics Certification (CIAC) – Beacon Labs
  • HubSpot Service Hub Software Certification – Cedar Works
  • ITIL Foundation Certification (Information Technology Infrastructure Library) – Vantage
  • CompTIA A+ Professional Certification for Helpdesk Support – Cedar Works
  • Google Analytics Qualification (for tracking customer behavior insights) – Meridian
  • Service Desk Institute Analyst (SDI) Certification – Northwind
  • Project Management Professional (PMP) - Lakeside Partners
  • Certified Information Systems Auditor (CISA) - Beacon Labs
  • Certified Technical Support Specialist (CTSS) - Summit Group
  • Certified Business Analysis Professional (CBAP) - Lakeside Partners

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