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Skills

  • Goal attainment
  • Coaching and mentoring
  • Operations management
  • Staff training/development
  • Bookkeeping
  • Data entry
  • Sale expertise
  • Task delegation
  • Employee scheduling
  • Database administration

Work Experiences

  • Kept accurate, current, and compliant financial records by monitoring and addressing variances.
  • Oversaw all merchandising, replenishment, and inventory decisions to drive growth.
  • Hired, managed, developed, and trained employees, as well as set and monitor goals, conduct performance reviews, and pay employees.
  • Was in charge of daily activities in the framework, method, and category zones.
  • Was in charge of the CRM database, which included troubleshooting, maintenance, updates, and the creation of reports.
  • Was in charge of product distribution, merchandising, and showcasing.
  • Implemented cutting-edge programs, such as the metric program, to boost employee retention and reduce turnover.
  • Organized corporate and office conferences for company employees and guests.
  • Kept track of employee and customer interactions in order to evaluate service quality.
  • Was in charge of client and personnel appointment scheduling and itinerary coordination.

Summaries

  • Thorough and dependable Office Worker with excellent administrative skills and a strong Miscellaneous background.
  • Commended for consistently driving team success through strict adherence to company procedures and effective employee training.
  • Professional goal-oriented manager with a track record of Miscellaneous success.
  • Dedicated Support Manager with management experience and a willingness to take on additional responsibilities in order to meet tight deadlines.
  • 12 years of strategic Support Manager experience leading and overseeing procedure, method, and framework business activities.
  • Skilled Support Manager with solid experience managing all levels of multiple projects, including budgeting and administration.
  • In fast-paced environments, this tireless team player is known for remaining poised and calm.
  • Team player who is methodical and detail-oriented and has expertise in data analysis.
  • 12 years of experience streamlining processes, managing talented team members, and performing project management by an educated professional.
  • Miscellaneous administrative office management, related regulatory guidelines, and budget management certified PMP and Support Manager.

Accomplishments

  • Resolved product issue through consumer testing.
  • Collaborated with team of 7 in the development of initiative.
  • Facilitated cross-functional collaboration with sales and product teams, leading to a 51% increase in product NPS scores.
  • Led quality assurance audits within the support team, achieving compliance improvements and a 53% decrease in escalations to management.
  • Revamped customer support processes which led to a 28% improvement in first-call resolution (FCR).
  • Designed and launched a customer training portal, resulting in enhanced customer knowledge and a 58% drop in support tickets related to basic troubleshooting.
  • Achieved 56% customer satisfaction improvement through enhancing customer feedback loops and implementing actionable product changes.
  • Streamlined the process for categorizing inbound support requests, resulting in faster ticket routing and a 74% reduction in resolution times.
  • Optimized team scheduling and resource allocation, which improved response times during peak hours by 47%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • Association for Computing Machinery
  • American Marketing Association
  • Enterprise Technology Management Association (ETMA)
  • Project Management Institute
  • Jaycees
  • Association for Talent Development (ATD) – Training and Coaching Programs
  • Support Center Practices Consortium (SCP Certification)
  • Society of Human Resource Management
  • Society of Information Management (SIM)
  • Association for Support Professionals (ASP)

Certifications

  • Certified Technical Support Professional (CTSP) from HDI
  • Salesforce Certified Service Cloud Consultant
  • Zendesk Support Administrator Certification
  • Customer Service Excellence Certification by Vantage
  • CompTIA Security+
  • Microsoft Certified Systems Engineer (MCSE)
  • SHRM Certified Professional (SHRM-CP)
  • Google Workspace Administrator Fundamentals Certificate
  • Customer Support Data Analytics Specialist by Vantage
  • Certified Public Accountant

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