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Skills

  • Merchandising and demand forecasting
  • Technical documents comprehension
  • Supervision
  • Effective communication skills
  • Operational improvement
  • Regulatory compliance
  • Process improvement
  • Communications
  • Software diagnosis
  • Data entry

Work Experiences

  • Worked closely with Tableau and Microsoft Excel users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
  • Championed an initiative for multilingual support.
  • Achieved a 53% completion rate.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.
  • Achieved a two years decrease in delivery times.
  • Assisted customers looking to purchase Asana.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Boosted overall team efficiency by 38%.
  • Collaborated with human resources to develop training materials.
  • Conducted weekly meetings with support staff.

Summaries

  • Acted as liaison between support teams and warehouses.
  • Achieved $5 in annual operational savings.
  • Within Miscellaneous, senior Store Support Specialist and outstanding performer in data analysis and cross-functional collaboration.
  • Excellent Store Support Specialist with 9 years of experience providing exceptional support to users at all levels.
  • Achieved a 28% increase in key performance metrics.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Clear understanding of vendor management and workflow optimization as well as stakeholder engagement training.
  • Achieved precise inventory management.
  • Achieved faster resolution times by the past year.
  • Permissions, filters, and file sharing are all skills she possesses.

Accomplishments

  • Achieved highest agent productivity score for 15 consecutive months by deploying new data-driven performance measurement tools.
  • Improved customer retention by 25% through the introduction of personalized post-support follow-up protocols.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Maintained a 50% or higher customer satisfaction rate by providing fast and effective issue resolutions under strict SLAs in two years.
  • Identified recurring system issues and collaborated with the technical team to reduce downtime by 34% through targeted solutions.
  • Utilized data analytics tools to monitor team performance in real-time, making recommendations that increased overall efficiency by 15%.
  • Developed and automated reporting dashboards for service metrics, saving 5 hours per month in manual data analysis.
  • Enhanced the knowledge management system by creating step-by-step guides, reducing average troubleshooting time by 65%.
  • Led a service optimization project, shortening call queue times by 38% and increasing customer satisfaction scores in one year.
  • Documented and resolved program which led to initiative.

Affiliations

  • Technology Solutions Management Association (TSMA)
  • Association for Operations Management Professionals
  • Retail IT Professionals Association
  • American Medical Informatics Association
  • Multilinguism & Customer Communications Certifications (2015)
  • Association of Telecommunications Retail Support Professionals (ATRP)
  • Toastmasters
  • Association of Information Technology Professionals
  • Customer Experience Professionals Association (CXPA)
  • Rotary International

Certifications

  • Certified Knowledge Manager (CKM) - Vantage
  • CompTIA Network+ Certification – 2024
  • HubSpot Certified Service Professional - 2016
  • Google Certified Professional Cloud Architect
  • Certified Technical Trainer (CTT+) 2020
  • SHRM Certified Professional (SHRM-CP)
  • Certified Public Accountant (CPA)
  • Certified Technology Support Professional (CTSP) - Harbor & Co.
  • Certified Customer Support Specialist (CCSS) - Cedar Works
  • Lean Six Sigma Green Belt Certification - 2022

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