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Skills

  • Interpersonal communication
  • Team management
  • Follow-up and retention strategies
  • Communications
  • Business operations
  • Client onboarding process optimization
  • Customer feedback analysis
  • Regulatory compliance
  • Root cause analysis
  • Staff education and training

Work Experiences

  • Described metric solutions to customers to aid in problem resolution.
  • 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.
  • Achieved system uptime consistency of 27%.
  • Assisted in implementing a new customer management platform, boosting follow-up efficiency by 51% across the support team.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Created detailed troubleshooting guides for QuickBooks.
  • Led a support team that assisted an average of 16 users globally in a 24/7 support environment as a level-three supervisor.
  • Assisted in implementing a new customer management platform.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Consistently maintained documentation of customer interactions.

Summaries

  • SAP expert and Salesforce user.
  • Award-winning Support Member adept at managing high-stakes technical incidents, resolving over 9 critical system outages with a focus on minimizing downtime.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Achieved 64% higher customer satisfaction.
  • Adept at conducting trend analysis.
  • Active involvement in beta testing.
  • Subject matter expert on Microsoft Excel with exceptional skills and knowledge in project management.
  • Accomplished Support Member who spearheaded the onboarding process for Tableau, achieving a 20% reduction in customer setup errors within three years.
  • Effectively troubleshoots and resolves issues on its own.
  • Achieved 32% customer satisfaction.

Accomplishments

  • Reduced average response time by crafting response templates for recurring issues, cutting down ticket handling time by 6 minutes.
  • Partnered with the quality assurance team to create a bug-tracking dashboard, lowering untracked issue rates by 59%.
  • Drafted customer-facing release notes for new features in Microsoft Excel, reducing confusion post-launch by 78%.
  • Provided Tier 1 & Tier 2 support for SAP, consistently achieving a 46% ticket resolution rate within SLA.
  • Analyzed trend data of customer-reported issues, helping product teams to preemptively address concerns, lowering support volume by 23%.
  • Resolved product issue through consumer testing.
  • Developed an internal knowledge base in initiative, reducing repetitive inquiries by 80%, ensuring consistency in customer responses.
  • Achieved a 72% first-contact resolution rate by improving onboarding materials for customers using ServiceNow.
  • Collaborated with developers to customize troubleshooting tools, reducing average handling time per ticket by 8 minutes.
  • Led weekly support team meetings to share resolution strategies, improving team performance metrics by 32%.

Affiliations

  • Service Desk Institute (SDI)
  • Help Desk Institute (HDI)
  • American Marketing Association
  • American Society for Quality (ASQ) – relevant for support quality improvement roles
  • Jaycees
  • Remote Customer Support Association
  • Association for Support Professionals (ASP)
  • International Customer Management Institute (ICMI)
  • Association for Computing Machinery
  • Society for Human Resource Management (SHRM) – for HR support specialist role focus

Certifications

  • Google Certified Professional Cloud Architect
  • Advanced Customer Support Specialist Certification by Service Strategies
  • Certified Customer Service Professional (CCSP)
  • Certified Remote Technical Support Specialist (CRTSS)
  • Certified Public Accountant
  • ServSafe
  • Certified Public Accountant (CPA)
  • Understanding Customers: Customer Service Skills Certificate by Alison
  • Certified Technical Support Specialist (CTSS) by CompTIA
  • Professional Scrum Master™ I (PSM I)

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