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Skills

  • MS Office
  • Business Administration
  • Project organization
  • Metric equipment
  • Staff development
  • Hardware evaluation
  • Process implementation
  • Risk management processes and analysis
  • Interpersonal and verbal communication
  • Process improvement

Work Experiences

  • Organized program meetings for 14 Support Executives and coordinated the availability of conference rooms for attendees every 18 months.
  • Started two key partnerships that resulted in a 54% increase in revenue.
  • Intervened between Support Executives during arguments and diffused tense situations using cross-functional collaboration and performance reporting.
  • Created a new employee evaluation process that resulted in significant performance improvements.
  • Maintained my cool when confronted with difficult customer situations.
  • Recorded customer feedback to share with my bosses so that we could continue to improve.
  • Translated technical jargon for clients so they could communicate via ticket system.
  • Was in charge of client and personnel appointment scheduling and itinerary coordination.
  • Local, state, and federal agencies provided me with documents, clearances, certificates, and approvals.
  • Copied, logged, and scanned supporting documents before filing everything in the client's files.

Summaries

  • Recruiting established talent in budget management and cross-functional collaboration for Support Executive.
  • Financial analysis, reconciliation, mortgage collections, loan documentation, SBA liquidation, credit and risk management assessment, and customer service are all areas of expertise for me.
  • Meticulous Support Executive capable of creating exceptional communications, presentations, and spreadsheets that meet a variety of administrative needs using Jira.
  • Leadership skills that have been demonstrated to drive enterprise optimization goals and improve organizational operations.
  • Professional with over 3 years of experience in project management and process improvement initiatives across the enterprise.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Determined sales and marketing professional with 16 years of experience in standard industry.
  • Fluent in both English and Spanish.
  • Dependable
  • Troubleshooting complex software issues and documenting bugs is a high-energy self-starter.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Successfully resolved high-priority technical issues by engaging with initiative, decreasing resolution time for critical incidents by 3 hours.
  • Documented and resolved initiative which led to process.
  • Reduced software downtimes by 4 hours monthly through proactive monitoring of system alerts using SAP.
  • Resolved 17% of escalated technical problems in coordination with the engineering department within a several months.
  • Increased sales 6% over 18 months.
  • Standardized communication templates across channels, ensuring consistent messaging and reducing customer confusion by 27%.
  • Coached and mentored 11 junior support staff, helping them hit framework benchmarks within several months.
  • Launched a feedback loop with customers, increasing satisfaction score by 45% within two years due to proactive issue resolution.
  • Optimized back-end system configurations, boosting platform stability and reducing service interruptions by 39%.

Affiliations

  • Customer Experience Certification by metric
  • Society for Technical Support Executives (STSE)
  • Language Interpreter Certifications for category
  • American Marketing Association
  • Association for Computing Machinery
  • Helpdesk Institute (HDI) Membership
  • Call Center Network Group (CCNG)
  • American Medical Informatics Association
  • Tech Support Alliance Network (TSAN)
  • International Council of Nurses

Certifications

  • Project Management Professional (PMP)
  • Certified Customer Service Professional (CCSP)
  • Salesforce Certified Service Cloud Consultant
  • Certified Agile Service Manager (CASM)
  • Certified Help Desk Manager (CHDM)
  • Certified HDI Support Center Analyst (HDI-SCA)
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Support Manager (CSM) - Service Strategies
  • Certified Problem Management Specialist (CPMS) – Meridian
  • Certified Service Professional (CSP) – Vantage

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