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Skills

  • Organization
  • Advanced Troubleshooting Techniques
  • Customer service expert
  • Application support
  • Team leadership and development
  • Software diagnosis
  • Crisis management and ticket prioritization
  • Communications
  • Supervision
  • Cross-functional collaboration

Work Experiences

  • Achieved a 49% increase in customer satisfaction scores.
  • Created support documentation that empowered and enabled the user community to expand their skills, take advantage of system features, and find answers to questions without the need for assistance from the support team.
  • Collaborated with marketing and product teams.
  • Confidently mediated dissatisfaction and conflict between 6 clients and internal teams, resulting in a 51% client retention rate.
  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.
  • Coordinated with legal and compliance teams to overhaul data privacy protocols, ensuring OSHA compliance and reducing risks in customer support interactions.
  • Collaborated with product leadership to report and track recurring bugs, facilitating fixes that improved the overall customer experience by 16%.
  • Collaborated with the product team to provide feedback and deliver product patches that reduced recurring customer issues by 16%.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 17 new accounts.
  • Increased company revenue by 4% beyond one year targets by upselling products and services.

Summaries

  • Championed the use of AI in customer service.
  • Aptitude for managing complex support issues.
  • Achieved a 40% increase in first-contact resolution.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • Built cohesive teams.
  • Tableau expert and HubSpot user.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Achieved 27% compliance with SLA terms consistently.
  • Achieved 26% fewer recurring customer issues.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Coached underperforming team members through targeted developmental sessions, increasing performance consistency by 12%.
  • Crafted a crisis management process that streamlined ticket prioritization and reduced issue backlog by 66% during critical outages.
  • Analyzed trends using Power BI to make data-driven requests for product updates, leading to a 71% increase in positive customer feedback.
  • Executed a customer feedback program using Adobe Creative Suite, increasing post-resolution feedback rates by 19% and informing improvements in service delivery.
  • Spearheaded the introduction of self-service features within the customer portal, reducing incoming ticket volume by 44% over the past year.
  • Guided the implementation of chatbots for tier-1 support inquiries, reducing human agent workload by 72% and enhancing scalability.
  • Used Workday to automate reporting and analytics, improving the accuracy of performance tracking and enabling faster decision-making within support operations.
  • Resolved product issue through consumer testing.
  • Collaborated with team of 7 in the development of metric.

Affiliations

  • International Customer Support Association (ICSA)
  • Association for Computing Machinery
  • Society for Human Resource Management (SHRM) – Keeping HR goals in alignment with support team growth
  • Association of Information Technology Professionals
  • Certified Technical Trainer (CTT+) from CompTIA – Leading technical support staff and training effectively
  • Association for Supply Chain Management (APICS)
  • Certified Knowledge Manager (CKM) from Knowledge Management Institute
  • International Association of Administrative Professionals
  • American Medical Informatics Association
  • Support Driven Community – Leadership Networking and Problem-Solving

Certifications

  • Advanced Customer Communication Skills for Managers - category
  • General Data Protection Regulation (GDPR) Compliance Certification - program
  • Certified Public Accountant
  • Certified Customer Success Manager (CCSM) - Level category - program
  • Project Management Professional (PMP)
  • NLP for Customer Interaction Certification - process
  • Leadership Coaching Certification - program
  • Certified Ethical Hacker (CEH) - procedure for Crisis Management Support Leaders
  • CompTIA A+ Technician
  • Difficult Conversations and Conflict Resolution Certification - framework

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