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Skills

  • KPI monitoring and reporting
  • Project organization
  • TCP/IP
  • Customer satisfaction improvement
  • Cross-functional collaboration with Sales and Development
  • Customer service expert
  • Problem resolution
  • Database management and query resolutions
  • Customer service
  • Managing high call volumes effectively

Work Experiences

  • Worked closely with HubSpot and Tableau users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
  • Achieved a 42% drop in navigational errors.
  • Collaborated with the QA team on Jira deployments by providing customer feedback, achieving a 35% decline in post-release issues.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Collaborated with the development team.
  • Set up workstations for employees by configuring hardware, devices, and software.
  • Achieved a 50% reduction in repeat follow-up queries.
  • Achieved compliance over 2016.
  • Collaborated with cross-functional teams.
  • Achieved a customer satisfaction rate of 54%.

Summaries

  • Excellent Support Agent with 5 years of experience providing exceptional support to users at all levels.
  • Analytical and process-driven Support Agent who improved key performance indicators (KPIs) through a focus on rapid response and detailed issue tracking, helping the team consistently reach 27% improvement metrics.
  • Accomplished Support Agent with 8 years of experience.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the category business.
  • Clear understanding of risk assessment and performance reporting as well as risk assessment training.
  • Subject matter expert on SAP with exceptional skills and knowledge in project management.
  • Achieved a 78% reduction in customer churn.
  • Achieved a customer satisfaction rate of 35%.
  • Achieved 55% first-contact resolution.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.

Accomplishments

  • Leveraged CRM data insights to identify customer dissatisfaction trends, implementing changes that improved satisfaction by 18%.
  • Initiated an internal review of high-priority cases, resulting in a 18% reduction in resolution time for critical issues.
  • Documented and resolved category which led to process.
  • Led team training efforts, resulting in a 64% increase in first-call resolution rates over a 6 months period.
  • Resolved more than 11 complex customer queries within one year, maintaining consistently high user experience ratings.
  • Created and delivered feedback sessions for team members, leading to a 80% improvement in individual performance metrics.
  • Successfully managed 10 simultaneous high-priority cases, while maintaining a 55% customer satisfaction rate.
  • Managed escalated cases and reduced escalations by 53% through targeted coaching and feedback.
  • Created 5 internal training materials to standardize troubleshooting processes, increasing new hire efficiency by 70%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • Tech Guild - Support Agents Chapter
  • International Council of Nurses
  • Customer Experience Professionals Association (CXPA)
  • Support Driven Community
  • Salesforce Customer Success Community
  • Freemason
  • Society of Customer Service Engineers
  • Zendesk User Group
  • International Customer Management Institute (ICMI)
  • Association for Escalation Management and Resolution

Certifications

  • Help Desk Institute (HDI) Certified Support Center Manager
  • First Aid/CPR Certified
  • CompTIA Security+
  • Salesforce
  • HDI Support Center Analyst Certification
  • SHRM Certified Professional (SHRM-CP)
  • KCS (Knowledge-Centered Service) Principles Certification
  • Certified Customer Support Specialist (CCSS)
  • Certified in IT Service Management (ITSM)
  • Google Certified Professional Cloud Architect

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