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Skills

  • Strategic planning
  • Food preparation
  • Policy and procedure modification
  • Report writing
  • Data entry
  • Clerical support
  • Public speaking
  • Dinner service planning
  • Method equipment
  • Materials preparation

Work Experiences

  • Was in charge of procedure files and records for 8 clients, as well as following security procedures to prevent data breaches and misuse.
  • Achieved improvements over two years.
  • Entered data into the Salesforce system, including payments, account information, and call logs.
  • Achieved a 45% decrease in errors.
  • Developed a highly efficient administrative team through ongoing coaching and professional development opportunities.
  • Achieved a 5% improvement in go-live success rates.
  • Evaluated employee performance and implemented incentives and team-building events to boost morale.
  • Achieved a 24% reduction in support tickets.
  • Improved the organization's payment collection, AP/AR, deposit, and recordkeeping systems.
  • Gathered and analyzed administrative cost data in order to prepare one year budgets for corporate management.

Summaries

  • Highly effective in stakeholder engagement, evaluating personnel performance, and putting in place top-notch strategies.
  • 17 years of experience streamlining processes, managing talented team members, and performing project management by an educated professional.
  • With an organized approach and strong multitasking abilities, dedicated to maximizing customer satisfaction and exceeding business objectives.
  • Innovative
  • Supporting corporate level officers and senior management personnel with demonstrated expertise in financial and operational leadership, organized and efficient Support Consultant.
  • Versatile
  • Customer service specialist with 13 years of standard experience who is dedicated and detail-oriented.
  • To drive profitability and growth, skilled operations manager with solid experience managing all levels of multiple projects, including budgeting, inventory control, and administration.
  • Adaptive quality assurance specialist who uses cutting-edge methods and techniques to boost productivity, customer satisfaction, and profits.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.

Accomplishments

  • Created an escalation matrix that streamlined issue resolution, reducing high-priority cases by 15% over 18 months.
  • Increased sales 17% over the past year.
  • Achieved a 78% customer retention rate by offering personalized solutions and consistent follow-ups on customer inquiries.
  • Facilitated customer training sessions and workshops on Asana, improving overall satisfaction ratings by 17 points in one year.
  • Implemented training and onboarding processes for HubSpot, improving team efficiency by 54% and reducing support escalations.
  • Developed a self-service knowledge base, reducing incoming support tickets by 29% and improving customer satisfaction scores.
  • Monitored critical system alerts and effectively mitigated 14 incidents, preventing downtime and ensuring 99% uptime for clients in 2020.
  • Trained new hires on using customer support CRM Power BI, reducing onboarding times by 9% compared to previous cohorts.
  • Collaborated with team of 13 in the development of system.
  • Automated common support requests using Adobe Creative Suite, which decreased the volume of incoming help desk tickets by 69%.

Affiliations

  • American Marketing Association
  • Customer Success Association
  • Member of the Agile Service Management Association
  • Member of the Institute of Customer Service
  • Jaycees
  • National Association for Information Destruction (NAID) Member
  • American Society of Safety Professionals
  • Steering Committee Member for Miscellaneous Service Support Best Practices
  • Freemason
  • Volunteer Technical Assistance Program Columbus

Certifications

  • Apple Certified Associate (ACA)
  • Certified Protection Officer (CPO)
  • SHRM Certified Professional (SHRM-CP)
  • Microsoft Certified: Azure Fundamentals
  • Certified Technical Support Engineer (CTSE)
  • CompTIA Network+ Certification
  • Red Hat Certified System Administrator (RHCSA)
  • CompTIA Network+
  • First Aid/CPR Certified
  • Microsoft Certified: Power Platform Fundamentals

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